---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: ISS Support Desk - Kaiser POSITION TITLE: Service Delivery Ops Associate Manager WORK SET UP: RTO OVER ALL PURPOSE OF THE JOB: Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team. RESPONSIBILITIES: Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team • Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately • May perform data entry or other client related tasks in various systems, as required • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities • May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours • Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner • May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency • Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases• Prepare and analyze complex reports/information and formulate conclusions • Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s) • Act as subject matter expert for team members, peers and/or clients as assigned • May act as a point of contact for senior client representatives • Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed • Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements • Required to direct work within clear budget guidelines • Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs • Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables • Assist with providing operational statistics and escalate operational issues to supervisor • Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content • May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives • May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues SKILL AND QUALIFICATIONS: College graduates or undergrads are welcome to apply. Standard Ops Associate Manager profile. Health or HR domain background preferred but not required. Minimum 7 years of experience from a voice account; 5 years supervisory experience. OTHERS: Project Location: Quezon Global One Center Project / Team Shift Schedule: Night Shift Project / Team Rest Day: Weekends Off