ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced SENIOR DIRECTOR FOR OPERATIONS to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Roles and Responsibilities:

• Overseeing operational processes and developing strategies for improved efficiency of BPO operations
• Attending meetings with other managers and senior management to align company objectives and performance
• Tracking, analyzing, and reporting performance data on key departmental initiatives
• Leading negotiations, budgeting, purchasing, and putting efficient workflows in place
• Partnering with business leaders, staff, and value creation teams to drive operating performance and strategic initiatives
• Coach and mentor Operations Directors and Client Services Directors
• Oversee customer support processes and organize them to enhance customer satisfaction
• Review financial information and adjust operational budgets to promote profitability
• Ensure that the company runs with legality and conformity to established regulations
• Manage an operations department of 1200+ FTE

• At least 2 years of experience as Director in the BPO Industry - from any department: Operations, Training and Quality, Transitions, Support
• Amenable to work ONSITE in Makati on night shift
• Must have handled US Healthcare Insurance accounts at least as a manager
• Must have handled at least 10 different clients as a Director

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives

This position will be responsible for delighting clients around Asia through delivering retail measurement insights and analysis. 

• Own and lead Retail Measurement & Consumer Panel analytics and insights for a set of clients for a specific FMCG industry across a regional cluster 
• To coach and train insights associates within the assigned industry within their regional cluster 
• To own the planned/ad hoc category review presentations, by collaborating with Consulting (e.g. attending briefing session and check-in review sessions) and identifying workforce allocation within Insight Associates.  
• To own Thought Leadership output for the assigned industry within their cluster and partner with the Cluster Leader to drive Thought Leadership for their industry across all Asia. 
• Coaching and supporting performance overview analysis and business issue analysis to Consumer Packaged Goods clients around Asia 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Support the cluster leader in team management and strategic initiatives 

We are looking to hire a spirited director of operations to take our organization's operations to the next level. The director of operations will oversee program day to day operations and guard our values. You will analyze data and metrics to evaluate staff performance, lead and encourage employees to maximize performance, and ensure a strong talent pipeline. You will collaborate with human resources to create and implement succession plans for key management and supervisors and advance cohesion between various internal departments.

To be successful in this role you will ensure the quality of operations and customer service, inspire staff to give their all, and expand the company's footprint and strengthen their reputation. Ideal candidates are ambitious and performance-oriented with exceptional people skills.

Director of Operations Responsibilities:

• Playing a leading role in compiling company budget and growth strategy.
• Executing strategies to optimize company and asset growth.
• Ensuring expertise and effectiveness across operating platforms.
• Creating strategies to challenge theft and stock losses, and implementing initiatives to reduce company costs.
• Reviewing financial reports and take initiatives to reduce cost and increase revenue.
• Driving employees and leading performance reviews, to ensure an engaged and skilled workforce.
• Initiating better business practices.
• Collaborating with leadership to build an environment of collective responsibility and accountability.
• Ensuring adherence to key performance objectives to meet business and customer expectations.

Director of Operations Requirements:

• Bachelor's degree in business administration.
• 3+ years of experience managing a complex sales and service program preferrably US Telco with 500+ FTEs
• Proven ability to manage budgets in a similar role
• Proficient operational and financial acumen.
• Strong ethical leadership abilities.
• Excellent written and verbal communication skills.
• Strong people skills.
• Outstanding organizational skills.
• Ability to make projections three years into the future.

Join the A-Team and experience the A-Life!

About IntouchCX 

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

The Senior Director for Training, Quality and Compliance plans, coordinates, directs and supervises all aspects of the support service delivery for a set of specific client programs which can be located over multiple centers in different cities. This position ensures full support to business unit owner client interaction related to service delivery, planning and ensuring client satisfaction on Training, Quality, Compliance and Customer Experience metrics, profitability and revenue maximization, and providing account direction. 

As Senior Director of Training, Quality and Compliance, You Will…

• Manage all aspects of client operations including planning, development, implementation, and maintenance for the account
• Manage day-to-day service delivery through Training and Quality Managers/Senior Managers
• Provide effective coaching to the managers in a timely manner
• Meet or exceed account objectives for revenue, gross profit, quality and customer satisfaction
• Present Training and Quality Data to client during business reviews
• Directly responsible for developing and conceptualizing quality management system in the company
• Identify improvement opportunities, develop and drive appropriate action plans for quality and training enhancement
• Work with the fraud and security team to assess product and process compliance, assess operational risks and develop risk management strategies
• Ensure periodic internal reviews, transaction audits (including physical audits) are done to ensure that compliance procedures are followed
• Responsible for ensuring we disseminate written policies and procedures related to compliance activities
• Ensure that monitoring/auditing, preparing and providing adequate feedback is happening according to SLAs
• Ensure adherence to quality norms as per client specification, also internal policies, procedures, and compliance regulations are being followed
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement
• Manage internal and external quality audits
• Identify root cause analysis of training and quality shortfalls
• Reduce learning curve and help enhance product/process knowledge of new joinees
• Communicate to heighten awareness and focus on the importance of improving the overall customer experience
• Drive Training programs/Certification program at the engagement level and participate in the training programs as trainers
• Maintain the desired target throughput for process training batches
• Develop and maintain client rapport and complete satisfaction with contract and customer services
• Develop, grow, and maintain employee experience, capability, morale, and job satisfaction
• Monitor and report performance metrics and client satisfaction to the client, the company, and our employees
• Accountable for managing account performance against profitability objectives, contract metrics and client expectation
• Assure that contract compliance, documentation and information is up to date and files are maintained
• Assure that contract requirements including process compliance, service levels, talk times, escalations, quality scores, and etc., are routinely conveyed and understood by team members
• Provide the lead role in the absence of the business unit owner, in client communications in matters of support performance reporting, billing, systems, staffing, product development, and complaints
• Accountable for the information conveyed to clients and responsible for distribution to internal management, Sales, and staff of key information received
• Support client goals by improving the quality & efficiency of consumer relation services, update & integrate global technology platforms and optimize & better integrate fulfillment activities
• Responsible for ensuring timely and effective implementation and deployment of regional or global company initiatives within the specific account

As Senior Director of Training, Quality and Compliance, You Have…

• Bachelor’s degree preferred, plus 5-years experience in a Training and Quality Management role
• Experience in handling Process and Regulatory Compliance a plus
• Proven experience in a senior Training and Quality role, preferably at a managerial or Director level
• Strong strategic thinking and planning skills
• Excellent leadership, communication, and interpersonal skills
• Familiarity with the latest learning technologies and trends
• Demonstrated ability to collaborate with cross-functional teams
• Must have strong and effective verbal and written communication skills
• Must be able to deal with confidential/sensitive topics appropriately
• Must be a team player and leader
• Must be able to successfully manage multiple projects simultaneously
• Must have excellent interpersonal, organizational, mediation, and negotiation skills
• Work From Cyber Park Tower 1 Office (Full-Time) but may be asked to report to other Philippine sites as needed

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his/her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

About IntouchCX 

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

We are seeking a highly motivated and experienced Learning and Development Director with a proven track record in designing and implementing comprehensive learning and development programs that align with organizational goals, to join our dynamic team. As the Learning and Development Director, you will play a key role in fostering a culture of continuous learning, employee development, and talent retention.

As Learning & Development Director, You Will…

Strategic Planning

• Develop and implement a strategic learning and development plan aligned with the organization's objectives
• Collaborate with key stakeholders to identify training needs and prioritize learning initiatives

Program Development

• Design, implement,and evaluate innovative learning programs that address both individual and organizational development needs
• Oversee the creation of training materials, resources, and curriculum to support various learning modalities

Leadership Development

• Create and manage leadership development programs to cultivate and enhance leadership skills at all levels within the organization
• Provide coaching and mentorship to executives and leaders to support their professional growth

Employee Training

• Develop and deliver training programs for employees at all levels, ensuring alignment with organizational goals and industry best practices
• Utilize a variety of training methods, including e-learning, workshops, micro-learning videos, gamification and on-the-job training, to accommodate diverse learning styles

Performance Management

• Collaborate with HR to integrate learning and development initiatives into the performance management process
• Establish key performance indicators (KPIs) to measure the effectiveness of learning programs and make data-driven improvements

Technology Integration

• Stay abreast of learning and development technologies, assess and implement relevant tools to enhance training efficiency and effectiveness

Content Development and Hypermedia 

• Manage the Content Development and Hypermedia teams by providing guidance and direction for both client and internal projects which include but is not limited to creation of training and branding materials
• Ensure delivery of work is completed within SLAs and deadlines

Budget Management

• Develop and manage the learning and development budget, ensuring cost-effective solutions without compromising program quality

Compliance and Reporting

• Ensure that all learning and development programs comply with relevant regulations and industry standards
• Generate regular reports to assess the impact and effectiveness of training initiatives

As Learning & Development Director, You Have…

• MBA in Human Resources, Organizational Development, Business, or a related field
• Master’s degree is a plus
• Work From Cyber Park Tower 1 Office (Full-Time) but may be asked to report to other Philippine sites as needed
• Flexible Schedule - Majorly night shift (8 p.m. to 5 a.m. MNL) and may change depending on business requirements
• Proven experience in a senior learning and development role, preferably at a managerial or Director level
• Strong strategic thinking and planning skills
• Excellent leadership, communication, and interpersonal skills
• Familiarity with the latest learning technologies and trends
• Demonstrated ability to collaborate with cross-functional teams

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his/her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

Control Risks is currently looking for an experienced Security Director to be embedded with our client, a large multinational company, based in Mindanao, Philippines. This role will play a key part in the ongoing development of the client’s holistic security programme.

The Security Director will lead the security function and assume responsibility for the delivery of the security programme specific to the client's operations. The Security Director is tasked with the development of the security plan, which will assess threats, risks and resources. They will also coordinate security and incident training for local security officers. The Security Director will work closely with leaders from across the business, including Supply Chain, HR, Legal, IT, and Compliance areas. Effective engagement with third party security providers and government agencies is also required.

This position will be hired as an initial 1-year contract, with scope for further extension.

Responsibilities will include:

• Work with leadership team to analyse security threats and risks to the client's people and business. Implement security mitigation plans and establish relevant countermeasures. Escalate higher-level risks as required.
• Work with relevant teams to communicate security advice to travellers operating in high-risk locations.
• Work with business leaders to develop Incident Management plans. Support implementation of incident management framework.
• Oversee and ensure proper performance of the third party security guard companies engaged by the client.
• Create/update the security framework and ensure it is applied effectively.
• Conduct security risk assessments to validate effectiveness’ of security controls (people, processes and technology).
• Lead the implementation of effective and cost-efficient holistic security solutions.
• Conduct a physical security Risk Assessment for new sites or post major refurbishment, use or occupancy change, and major change to threat assessment.
• Understand and apply the full range of corporate investigative capabilities, whilst ensuring their lawful application.
• Coordinate and deliver security capability training required by employees, security teams and third-party partners.
• Possess contractual assessment skills for the implementation and review of security contracts.
• Prepare reports including security incident reporting, intelligence briefings, threats assessments and investigative reports.
• Utilise an active regional security network to share security information, trends and evolving operational practice. Participate in industry forums and understand emerging security technologies.

• 10+ years' experience in corporate security roles.
• Experience in a significant leadership role.
• Experience working within large complex corporate environments
• Strong English language skills and the ability to develop influential relationships with stakeholders at all levels of an organisation.
• Proficient IT (Microsoft Suite) skills.

Desired:

• Experience in developing and delivering training
• Experience working in the Philippines with insight into local working practices and cultures.

• Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer.
• We operate a discretionary global bonus scheme that incentivises, and rewards individuals based on company and individual performance.
• Control Risks supports hybrid working arrangements, wherever possible, that emphasise the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working.
• As an equal opportunities employer, we encourage suitably qualified applicants from a wide range of backgrounds to apply and join us and are fully committed to equal treatment, free from discrimination, of all candidates throughout our recruitment process.

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

Are you looking for an exciting new challenge? IntouchCX is looking for you!

As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.

We’re hiring a Director of Operations to be involved in all facets of our contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.

As Director of Operations, You Will…

• Drive “best practices” in all areas of responsibility
• Ensure proper planning, staffing, training and development is achieved across all teams
• Be responsible for ramp-up drives and goals
• Create action plans for continuous growth and improvement, business development and client satisfaction
• Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service
• Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes
• Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture
• Motivate and inspire teams, while building trusting relationships throughout the organization
• Develop and execute motivational incentives on the floor
• Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations
• Maintain close auditing cadence through reporting, observations and personal contact
• Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

As Director of Operations, You Have…

• Post-secondary diploma or degree with a major in Business
• 7 - 9 years of experience in contact center leadership, including managing cross-functional teams
• 5 years of relevant experience in client relationship management
• Experience in analyzing/influencing profit & loss statements and performing cost analysis
• Experience with maintaining and developing operational statistics, financial management information and results reporting
• Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments
• Excellent organizational and time management skills with the ability to work under tight deadlines
• The ability and motivation to meet program and internal business KPIs
• The ability to implement change and innovation throughout teams

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

Primary Responsibilities 

• Design and develop digital learning content in all its forms - tutorials, simulations, games, assessments, videos, podcasts, troubleshooting guides and simple reference material
• Support team and client on the following functions:
• Use of rapid content authoring tools in creating course materials
• Administering and troubleshooting the learning management platform

Specific Responsibilities   

• Develop engaging e-Learning solutions that meet the latest instructional design concepts and appropriate media standards
• Convert existing electronic and print-based training content into meaningful and interactive eLearning materials
• Develop new course modules to be incorporated into existing courses, as well as research, design and implement new ones.
• Create graphics, animations, videos, and other visual elements
• Integrate and edit audio voiceover and sound to enhance eLearning
• Provide technical assistance and support to learning services team when necessary
• Collaborate with the learning and development team to optimize curriculum designs and training content through the use of modern instructional media
• Develop curriculum guides and collaterals for courses and/or program components
• Ensure that all information is consistent, easy to understand, and well organized
• Proofread and edit own work and work of others to improve quality, readability, consistency, and effectiveness of documentation
• Explore and recommend other multimedia peripherals which could advance the team's productivity and efficiency
• Work with Course Development officer to develop and manage key courseware projects and services
• Ensures compliance to the Group and national policies including but not limited to the maintenance of the Quality Management System.
• Operating to the highest standards of ethics, in accordance with the SGS Code of Integrity.
• Complies with the QHSE policies including but not limited to:
  • Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying fully with all applicable laws and regulations related to QHSE.
  • Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.
  • In accordance with the SGS QHSE Management System requirements, maintains a clean and safe work area
  • Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.
  • Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to the manager.
  • Maintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.
  • Actively participates in incident investigations and risk assessments as deemed necessary by SGS management.

Position : Director of Sales & Support

Working Hours : 9am - 5PM M-F, Central Standard Time

Salary Range : $2500-$3500

Duties and Responsibilities:

• Achieve growth and hit sales targets by successfully managing the sales team
• Design and implement a strategic business plan that expands the company’s customer base and ensures its strong presence
• Own recruiting, objectives setting, coaching, and performance monitoring of sales representatives
• Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs.

• 5-10 years of proven experience as a Sales Manager or similar role, with a track record of achieving sales targets and driving revenue growth
• Experience in the customer support field, with a focus on delivering excellent customer service and maintaining customer satisfaction.
• Excellent communication and presentation skills, with the ability to build and maintain relationships with key clients and partners.
• Results-driven mindset with a passion for exceeding performance goals.
• Strong analytical skills, with the ability to analyze sales data and market trends.
• Proficiency in Hubspot is required.

This position will be responsible for delighting clients around Asia through delivering retail measurement insights and analysis. 

Responsibilities

• Own and lead Retail Measurement & Consumer Panel analytics and insights for a set of clients for a specific FMCG industry across a regional cluster 
• To coach and train insights associates within the assigned industry within their regional cluster 
• To own the planned/ad hoc category review presentations, by collaborating with Consulting (e.g. attending briefing session and check-in review sessions) and identifying workforce allocation within Insight Associates.  
• To own Thought Leadership output for the assigned industry within their cluster and partner with the Cluster Leader to drive Thought Leadership for their industry across all Asia. 
• Coaching and supporting performance overview analysis and business issue analysis to Consumer Packaged Goods clients around Asia 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Support the cluster leader in team management and strategic initiatives