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Keywords Studios

Business Continuity Manager - Player Engagement

Full-time

Pasig, Metro Manila

Business Management / Project / Planning

4 days ago

The role requires working on different time zones as it will operate on global scale. It also offers a remote work setup but onsite expectations still..

The role requires working on different time zones as it will operate on global scale. It also offers a remote work setup but onsite expectations still apply based on business needs.

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Roles and Responsibilities:

Conducting business impact analysis and risk assessment to identify the critical functions, processes, and resources of the organization, as well as the potential threats and vulnerabilities that could affect them.
Developing, implementing, and maintaining business continuity plans and strategies that ensure the continuity and resilience of the organization’s operations in the event of a disruption.
Remote Work Continuity Strategy:

Evaluate existing remote work policies and procedures to identify areas for improvement in terms of business continuity.
Develop and implement strategies to enhance the resilience of remote work arrangements, including infrastructure, communication channels, and employee preparedness.
Provide guidance and support to ensure that remote teams are equipped to effectively respond to and recover from disruptions.

Providing training and awareness programs to the organization’s staff and stakeholders on the business continuity policies, procedures, and best practices.
Coordinating and facilitating business continuity exercises and tests to evaluate the effectiveness and readiness of the business continuity plans and capabilities.
Monitoring and reporting on the performance and compliance of the business continuity program, and recommending improvements and corrective actions as needed.
Conducting regular drills to test emergency response plans and identify areas where improvements can be made.
Developing and maintaining an effective disaster recovery plan that meets industry standards and can be executed quickly in the event of an emergency.
Liaising and collaborating with internal stakeholders, such as senior management, service line leaders, IT, admin, HR, etc. to ensure alignment and coordination of the business continuity efforts.

A bachelor’s degree or higher.

Professional certification in business continuity planning is highly desirable: ISO27001, ISO22301, ISO, MBCP, CBCP, DRI, DRII
A minimum of 3 to 5 years of experience in business continuity management, with specific expertise in developing and implementing BCPs for remote or WFH setups.
Strong understanding of risk assessment methodologies, business impact analysis techniques, and crisis management principles.
A proven ability to design, implement, and improve cross-functional business continuity programs that meet the needs and objectives of the organization.
A demonstrated ability to conduct business impact analysis, risk assessment, and recovery planning using various tools and techniques, such as the BIA Professional, the Risk Register, or the Business Continuity Plan Template.
Excellent communication, leadership, and stakeholder management skills.
Proven ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
Proficiency in business continuity planning software and tools.

Quick Apply

Keywords Studios

Player Engagement - Operations Manager

Full-time

Pasig, Metro Manila

Others

3 weeks ago

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant P..

Quick Apply

Keywords Studios

Account Manager

Full-time

Pasig, Metro Manila

Accounting / Auditing

4 months ago

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals..

Quick Apply

Keywords Studios

Quality and Insights Manager - Player Engagement

Full-time

Pasig, Metro Manila

Quality Assurance / Control

4 months ago

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals..

Quick Apply

Keywords Studios

Training and Quality Manager - Player Engagement

Full-time

Pasig, Metro Manila

Education / Training

11 months ago

The Training & Quality Manager will be responsible for overseeing the daily training and quality management operations aimed at achieving business..

The Training & Quality Manager will be responsible for overseeing the daily training and quality management operations aimed at achieving business objectives.

This encompasses, but is not restricted to, developing & executing the project’s quality assurance strategy, implementing the end-to-end training and development roadmap, and identifying opportunities for continuous improvement initiatives, ensuring the realization of benefits, and maintaining effective communication with clients, Player Engagement leadership and stakeholders.

Training Responsibilities

Design and develop comprehensive training programs (PST to Nesting) for new and existing employees, ensuring alignment with organizational goals.
Oversee training sessions covering diverse topics such as product knowledge, customer service skills, and company policies.
Identify performance opportunities and strengths among team members.
Develop individualized training plans to enhance the skills and capabilities of each staff member.
Produce a variety of training materials, including manuals, presentations, and multimedia content.
Implement continuous improvement initiatives in training programs based on feedback, evaluations, and industry best practices.
Work closely with the Operations team to ensure that training programs align with operational goals and client requirements.
Implement systems for evaluating the effectiveness of training programs and gather feedback from participants.

Quality Management Responsibilities:

Develop and implement a quality monitoring program to assess the performance of Player Engagement agents.
Ensure that agents adhere to organizational policies, industry regulations, and client-specific requirements.
Conduct root cause analysis on quality issues, identifying underlying problems and implementing corrective actions.
Conduct calibration sessions to ensure consistency in quality evaluations among different evaluators.
Define and track key performance indicators (KPIs) related to quality, providing regular reports to management.
Work closely with clients to understand and meet their quality expectations, address concerns, and implement improvement initiatives.
Implement continuous improvement initiatives based on quality metrics, client feedback, and industry best practices.
Analyze data related to quality performance and prepare reports for management and clients.
Emphasize a customer-centric approach to quality, ensuring that service delivery meets or exceeds customer expectations.

Collaboration with Global Support Teams:

Collaborate with other departments, such as Talent Acquisition, Global L&D and Global QC, to address cross-functional concerns issues

Technical Skills:

Written & Spoken Communication Skills (Advanced)
Training Needs Analysis (Advanced)
Training Design & Development (Advanced)
Training Evaluation (Advanced)
Program Management (Advanced to Strategic)
Instructional Design (Intermediate)
Learning Management Systems (Intermediate)
Knowledge Management (Intermediate)
Quality Monitoring and Evaluation (Advanced)
Quality Management Tools & Systems (Intermediate to Advanced)
Data Analytics (Intermediate to Advanced)
Presentation Skills (Advanced)
Root Cause Analysis (Advanced)
MS Office and/or Google Suite (Intermediate to Advanced)
Excel and/or Google Sheets (Intermediate to Advanced)

Behavioral Skills:

Coaching & mentoring (Advanced)
Stakeholder Management (Advanced)
Team Building & collaboration (Advanced)
Creativity & Design Thinking (Intermediate to Advanced)
Performance Management (Advanced)
Change Management (Intermediate)
Sense of Urgency & Ownership (Advanced)

Work Experience:

At least 3 years of experience in Training & Quality Management, preferably in a shared service or BPO organization.
Strong grasp of the ADDIE model or similar ISD and/or training methodology
Demonstrated ability to build relationships and effectively connect with stakeholders.
Experience coaching & mentoring new team members.
Proven track record of Training and Quality Program Management for programs with over 200 team members.
Proven ability to solve program level learning challenges.

Educational Background:

Bachelor's Degree in Business Administration, Organizational Development, Human Resources, or related field; or High School Degree/General Education Diploma and 4 years of relevant experience
Six Sigma, COPC, CLDP, ISD and/or Coaching certification is an advantage