CUSTOMER SERVICE SUPPORT MANAGER
Business Area: Cebu Global Customer Services
Job Summary:
Under the general supervision of the second line Operations Manager, the Operations Manager runs the day-to-day operations of his assigned business unit(s), ensures smooth operation within the boundaries of his KPI’s of various processes that contribute to the delivery of the services responsible for. Find ways to make the company more productive and cost effective by providing effective methods in its business operations.
Roles and Responsibilities:
- Work environment - provides a work environment that engenders positive energy, creativity and teamwork amongst employees, ensuring safety in the workplace.
- Institute rules – manages staff in accordance with company rules and procedures. Establishes departmental rules and procedures and creates work schedules that ensure achievement of departmental key objectives.
- Performance management – executes performance management process in accordance with Lexmark and department policies. Develops organizational capability looking at structure and competency of staff.
- Operational effectiveness – manages day to day operations to ensure quality output up to the standards of the company. Plans, manages and maintains systems and procedures for operating effectively and with efficiency.
- Organizational leadership - conducts continual analysis and evaluation of strategic information. Play sa significant role in long-term planning, including an initiative geared toward operational excellence.
- Communication – facilitates internal and interdepartmental communication. Provides meaningful reporting to senior management in a timely and effective manner.
- Financial management – manages department’s budget according to establish budget controls.
- Recruiter - responsible for hiring, training and coaching employees. Other assigned duties relative to the job.
Competencies, Skills, Knowledge and Abilities:
- Commitment to Continuous Learning – taking actions to improve personal and professional skills, knowledge and abilities, may require self-directed, self-paced learning or ensuring that you are always at the leading edge of field.
- Conceptual Thinking – Ability to identify patterns or connections between situations that are not obviously related, and to identify key or underlying issues in complex situations. It includes using creative, conceptual or inductive reasoning.
- Customer/Client Focus – Focus on discovering and meeting customer/client needs.
- Developing Others – fostering the long-term learning or development of others
- Initiative / Proactivity – Take independent action or proactively create opportunities to resolve or prevent problems in keeping with role.
- Leadership – Taking a role as leader of a team or other group. Leadership is often, but not always, shown from a position of formal authority.
- Strategic Business Sense – The ability to understand the business implications of decisions and the ability to strive to improve organizational performance. It requires an awareness of business issues, processes and outcomes as they impact the organization and the customer.
- Teamwork and Cooperation – Working co-operatively with others, being part of a team, working together, as opposed to working separately or competitively.
- Project Management – The ability to plan and organize resources to deliver required objectives in a defined situation.
Education, Experience and Certifications Basic Requirements:
- Bachelor’s degree holder
- Minimum of 2 years management experience from an IT-enabled company
You may send your application to recruitment@lexmark.com.