Associate Director – Business Intelligence Vacancies at IBEX Global Solutions (Philippines) Inc.

Job Info

Position summary

Primary goals include managing the relationships with our client partners, ensuring globally consistent delivery, providing relevant business insight to Operations partners, delivering timely needs analysis to Training partners, calibrating on profiling standards with Recruitment partners, liaising with CST on risk identification and mitigation, AND, coordinating with all units to ensure alignment of strategy aimed at improving performance. Managing a team of highly skilled BI Sr. Managers for execution in their accounts for the same

This is an Associate Director/Director level position and requires the ability to function calmly, purposefully, and with good judgment in a high-stress, fast-paced environment. This position must relate well to all personnel, and see him/herself as part of a team whose purpose is to support and provide leadership for our advisors and agents. 

Duties and Responsibilities:

•  Proficiency in below competencies (development offered) and managing 3 strategic partners
• Mentoring New BI Strategic Partners Joining the Team; managing established BI Strategic Partners
• Special Project Requests and Execution; Proficient in BI Project Deployment, Project Management and Project Control and Measurement
• Foundational Lean Six Sigma Understanding of Concepts
• Critical Client Relationships – Seen as thought leader and strategic value add partner
• Bringing Ideas, Recommendations and Blank Paper Moments to Daily Account Management
• Managing Time Effectively, Self-Starter, Limited Oversight to Deliver Tasks on Time
• Partner with clients and internal stakeholders to devise data-driven strategies/action plans to address opportunities on both agents and processes
• Create detailed project plans including targeted improvements in performance and timelines to improve speed to proficiency
• Collect and provide process, system, digital opportunity improvement feedback to the client rooted in critical data control strategies
• Proactively engage leadership to avoid any escalations or financial penalties
• Ramp readiness planning, project management, integration for performance strategies, and clean execution.
• Ensure the client needs are met on an ongoing basis with a high level of client satisfaction while adhering to current client contractual commitments
• Demonstrating Unique Skillset that Adds Value to Team Dynamics
• Proactively Engages Calibration on BI and Project Focus with Client
• Mastering Data Visualization and Standardization
• Thorough understanding of strengths and opportunities of each employee and department; to assign tasks and set achievable goals
• Strategic Decision making skills that effect current and future state of the business
• Evaluate objectives and assess potential risks that come with decision making
• Making well-informed strategic decisions that lead to growth and continued success
• Acting decisively and making prompt decisions accordingly
• Adaptability when responding to change and challenges that lead to change; adjusting quickly
• Exhibiting and encouraging creativity, constantly striving to find fresh ways to improve and streamline processes, seek opportunities for growth and bring forth creative and innovative solutions
• Being an empathetic leader; understanding others experience, perspective, feelings and making them feel valued and supported
• Driving coaching and development of team members to ensure accuracy and execution of PMP calls, projects being managed, client relationship building, stakeholder investment, deliverable accuracy and timeliness, and strategic actions in their daily decisions and discussions
• Investigate and invest in employee personalities and how to drive personality management and engagement for holistic team and individual members
• Understand and invest in best practices managing and motivating a team remotely as well as in person
• Provide appropriate push back when applicable to help manage time and bandwidth of team members
• Mastering and teaching team members golden thread communication skills
• Effectively building data flows where none exist
• Managing HR, Payroll, Bonus Attainment, Regularization for direct reports
• Being 85% calibrated to the BI Strategic Partner hiring profile when interviewing new candidates
• Observing and Inspecting PMP Calls, Agenda & Planning Documents, and Topical Rotations
• Critical time management skills, delegation and task prioritization
• Clear understanding of BI team and individual team budget – successful in assigned budget exercises
• Invested in developing new associate director level talent from proficient Sr. Manager Strategic Partners
• Managing new PMP launches, end to end; training, edits, development, call structure, focus KPIs, changes to structure, etc.
• Travel requirements to cover high level client driven meetings, QBRs PH local, or sales pitch opportunities

Position Requirement:

• Preferably, incumbent Director/Sr. Director, prior experience or equivalent
• Experience in handling multiple accounts/programs, different LOBs supporting various diverse industries
• Experience in managing Sr. Manager team of individuals
• Ability to leverage data analyses to drive improvements in sales, efficiency or customer satisfaction
• Ability to deliver cost-effective value-add through the efficient utilization of resources
• Strong Excel/SPSS and PowerPoint skills with ability to weave a story behind huge amounts of data
• Preferably with experience in Lean/Six Sigma, COPC, ISO, PMO and the likes
• Regularly interacts with senior level executives both internal and external, local and international
• Has done both start-up implementation as well as re-design/alignment
• Has done skills transfer/personnel development and process improvement projects
• Excellent communication (written/oral) and very good presentation skills
• Must be proactive, a critical thinker, a team-player and have a positive attitude
• Willing to work on shifting schedules and ready to travel (20%)

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Company Description

Company Info

• Industry: Call Center/IT-Enabled Services/BPO
• Company Size: 2001 - 5000 Employees
• Average Processing Time: 3 days
• Benefits & Others: Dental, Miscellaneous allowance, Medical, Loans, Casual (e.g. T-shirts), Program Incentives and Allowance