Transition and Solutions Design Manager (Quezon City)

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Responsibilities

  • Ensure provision of essential data and information on business and client requirements to help in identifying profitability of projects.
  • Take lead in responding to RFP, RFI and other similar documents by working with Business Dev’t, CT, HR, Operations and Finance.
  • Prepares client proposal and pricing, if needed Arranges and prepares Case Studies, Client Presentations, Client site visit and due diligence Plan, manage and take lead in project implementation and set-up of Contact Center (POC, Pilot or Full Operations) ensuring optimization of resources and proper management of cost, time and quality. Ensure all operating requirements are developed, tested and approved prior to implementation.
  • Develop direct reports through training, coaching, regular communication, performance appraisal and feedback. Manage workloads and project assignments of direct report Strategic/Business Planning Prepare, identify and cascade Business Plans, KRAs, KPIs and action plans (long term and short term). Prepare departmental budgets and ensure department works within approved budget.
  • Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System (QISMS). Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.
  • Prepare and submit weekly updates and monthly project reports and scorecards
  • Perform benchmarking and R&D.

Requirements

  • At least 5 year(s) of working experience in the related field is required for this position.
  • Candidate must possess at least a Bachelor's/College Degree on any course.
  • Preferably Manager specializing in BPO/Call Center or equivalent.

Additional Requirements

  • Completed any Bachelor’s Degree or Post Graduate Degree;
  • At least 5 years of work experience in a related field, 2 years of which in a Managerial capacity in a BPO setting with relevant contributions done in Project Management, Business Development and Contact Center Operations; Experience in transitioning accounts an advantage. Preferably with a background in Healthcare.
  • Proficient in MS Word, Excel and Powerpoint, Project and Visio.

Additional Information

  • Location: Quezon City, NCR.
  • Full Time position(s) are available.

HGS is a leader in optimizing the customer experience and helping our clients to become more competitive.  HGS provides a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps to retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with about 40,000 employees in 65 worldwide locations delivering localized solutions. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.