LOCATION:
Owens Asia, Inc. is located at One West Aeropark, Clark Freeport Zone, Pampanga, Philippines
JOB DESCRIPTION:
The Operations Lead is responsible for monitoring business operational activities and contributing to the effective production of products and/or provision of services. This position supervises day-to-day activities to ensure efficient service that meets the expectations and needs of customers and clients/partners.
JOB RESPONSIBILITIES:
Manages overall operations and is responsible for the effective and successful management of resources, productivity, quality control, and service level agreements as established and set for the Managed Services Group.
Serves as a company representative on issues.
Analyzes/Enhances process workflow, systems, and principles in the areas of service and operations management and looks for opportunities to expand services. Implement changes.
Carry out supervisory responsibilities in accordance with the company’s policies and applicable laws.
Recruit, select, train, assign, schedule, coach, counsel, and discipline team members
Communicates job expectations; planning, monitoring, appraising, and reviewing job contributions
Contributes operations information and recommendations to strategic plans and reviews; prepares and completes action plans; implements production, productivity, quality, and customer-service standards; resolves problems; completes audits; and identifies trends
Forecasts requirements; prepares an annual budget; schedules expenditures; and analyzes variances. Reports operational metrics with service level agreement compliance and corrective/improvement action plans.
Develops operations systems by determining product handling and storage requirements; develops, implements, enforce and evaluate policies and procedures; and develops processes for receiving the product, equipment utilization, inventory management, and shipping
Serves as the primary point of contact when there are customer issues related to quality, customer service, accidents, and mishaps.
Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints
Works closely with the IT Manager to set and/or implement policies, procedures, and systems and to follow through with implementation.
Collaborate with the IT Security Lead to monitor for security compliance in accordance with industry standards
Communicate all operating policies and/or issues
Lead troubleshooting, recovery, and root cause analysis efforts. Coordinate with application leads for advanced troubleshooting support.
Communicate service interruptions and change activity to stakeholders, including internal and client management, data center personnel, and other affected teams
Other job-related activities that may be assigned from time to time.
JOB REQUIREMENTS:
Education – At least graduate with a Bachelor’s or Master's Degree in IT, Computer Science, Engineering, or any related course.
Information Technology Infrastructure Library (ITIL®) certification is a plus.
Related Work Experience – At least 3+ years of experience in Operations Management (MS)
At least 4 years of experience in a technical development and support team.
Experience maintaining and managing cloud-based solutions
Knowledge in-depth knowledge in the following:
Exposure to various enterprise/consumer products/services/solutions and the technology behind them.
Skills:
Must have excellent client management skills, team management skills, conflict management skills, and business negotiation skills.
Must have the ability to multi-task and good time management skills
Must have strong interpersonal and organizational skills.
Ability to work independently with minimum supervision and with a cross-functional team.
Ability to lead a small team and/or project.
Must be adept at working in a fast-paced environment.
Hiring Process & Privacy Notice
Owens collects information from job applicants during the recruitment process.
Owens processes your personal data in a manner consistent with the data protection requirements for your location and the location of the hiring company. Owens may process your data on one or more of the following bases; entering into or the performance of a contract, consent, or legitimate interests. Owens operates in a number of international locations and your application may be processed in any of these locations. International transfer of your personal data between Owens companies is subject to standard EU international contractual clauses, when applicable.
To obtain a job with one of our companies, you may be required to take assessment tests and complete and pass a background screening, including criminal records checks.
Information you will supply may be disclosed to third parties, including agents or vendors of the company you are applying to, law enforcement agencies, state or federal agencies, courts, schools, and employers to handle the recruitment and background screening process. Information may be transmitted to another country other than the country you are located in or applying to, including countries outside the EU with a different level of data protection or inadequate data protection laws defined by the European Commission.
Recruitment information is generally retained for 6 months unless there is an extended legal mandatory retention period. If you would like us to keep your information for future career opportunities, please indicate your consent below. If you are hired, your information will be retained for longer.
For more information on our privacy practices and your rights, visit the Owens OnLine Privacy Policies page.