Michael Doromal

. Functional Planning and Execution

· Works with other Site Directors and Support Services in formulating Operations business plans, policies, programs, and initiatives to achieve the Company's business goals.

· Translates corporate and functional strategic plans into Operations strategies and operating procedures to ensure financial health and sustainable operations of the Company

· Puts in place operational systems, processes, and performance reviews of the assigned site to ensure seamless operations, governance, and integrity of the system and results

· Monitors the implementation and attainment of functional goals and objectives

2. Operations

· Leads the site Operations in delivering the services committed to the Client and aligned with Functional and Corporate goals.

· Manages operational KPIs, revenue opportunities, and leakages to ensure compliance with FGC standards and processes

· Leads the development of Operations-related policies and programs in coordination with other functions to continuously improve work efficiency and services provided to the Client.

· Workforce Management. Ensures efficient scheduling, staffing, and real-time staff monitoring

3. Client Services and Retention

· Troubleshoots red flags and client-related issues, and business threats

· Anticipates client escalations, swiftly addresses and provides timely feedback on action and results to enhance and increase business partnership

4. Culture Building

· Models FGC+ values and desired behaviors as positive examples to direct reports and the whole site team

· Leads in implementing values and culture-building initiatives and programs

· Improve productivity and efficiency and foster a continuous improvement culture.

5. Employee Development and Retention

· Leads in developing a competent and motivated workforce leading to high performing culture and availability of ready-now talent and successors

· Ensures employee movement and processes are executed following company policies and procedures

· Coaches, mentors, and identifies training and developmental needs of personnel to build a well-informed, well-trained, empowered workforce, and stable organization.

· Conducts regular staff meetings to update plans and initiatives

· Engages the workforce in establishing harmonious relationships and correctly and fairly implements Company Rules & Regulations, including discipline, work attendance, etc.

· Puts in place systems and processes to improve and sustain employee satisfaction, engagement, and retention, such as but not limited to providing feedback, motivation, recognition, and support to the team.

6. Facilities Management

· Provides direction in managing the site facilities to have a safe and efficient workplace that supports business performance and optimizes staff productivity

· Ensures all sites are in good working conditions and compliant with company policies, and health and safety regulations

7. Operating and General Management Expenses

· Monitors site budget and ensures operational expenses are within the approved budget

· Evaluates and implement cost-saving opportunities while maintaining the quality of service

· Incorporates health, safety, security, and environmental compliance in the planning and implementation of site-specific programs and initiatives

8. Other duties as may be assigned from time to time

• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & targets
• To proactively maintain regular engagement with key client contacts in line with client expectations.
• Ensure delivery of Client KPIs including day to day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing's the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
• To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
• Successfully delivering and managing peak trading period in the retail industry
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification implementation of operational best practice through interaction with the wider team
• Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
• Selecting, effectively managing and coaching Operations Managers
• Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
• Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call center management experience is essential to be a success in this role
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation

• Long-term planning to create initiatives that further the company’s overall goals
• Coordinating different teams to foster exchange of ideas and provide cross-team learning opportunities
• Assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits
• Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives
• Communicating with the board or other senior officials about shifting company priorities and projects
• Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue
• Identifying opportunities to expand or shift course in order to take advantage of changes in the market

• Monitor departmental efficiency. An operations supervisor monitors the efficiency of the company's departments and conducts performance reviews for each employee in that department. They devise and apply methods to improve this efficiency, such as data analysis procedures and customer service training.
• Track key performance indicators (KPIs). Operations supervisors establish and track KPIs across the company's departments, including in those of IT, accounting, and customer care. They also evaluate operations reports from each department and make recommendations for improvement where necessary.
• Examine operational compliance. Operations supervisors ensure the business remains compliant with operational policies and industry and government regulations. They record and investigate any breaches and, if necessary, file a complaint to the relevant company executive or government body.
• Train and supervise employees. An operations supervisor provides basic training and supervision in operations to the company's employees. They ensure staff can perform various technical skills and provide feedback on how they can improve their capabilities and performance.
• Prepare and submit operational reports. Operations supervisors create reports highlighting the status and performance of the company's operations and present these to the company's executives. They include proposals for improving operational and departmental performance.
• Oversee the company's operations inventory. The operations supervisor manages the company's operations inventory and ensures there's sufficient stock to facilitate operations. They sometimes undertake general office management and administration duties.
• Supervise routine operations. An operations supervisor manages day-to-day departmental operating processes. They delegate tasks, aiming to boost performance to facilitate company growth.
• Produce operational and departmental budgets. The operations supervisor prepares budgets for each operation in the various departments. They ensure spending remains within budget and recommend methods to help the company remove unnecessary costs.

• Planning and executing departmental budgets.
• Overseeing inventory needs and undertaking office management and administration.
• Coming up with effective strategies to enhance the organization's financial health.
• Recruiting quality employees to provide high-quality customer support.
• Motivating and supervising employees.
• Evaluating the performance of your assigned employees, delivering positive and/or negative feedback, and addressing any shortcomings.
• Designing and implementing departmental policies, procedures, goals, and objectives.
• Evaluating and reporting on department metrics to upper management.
• Developing strategies to improve department metrics and performance.
• Improving the work environment and operations of your department and the organization as a whole.

• Providing introductory information to new customers
• Ensuring that customers are satisfied with products or services
• Following up with clients or customers to check that they’re still satisfied with any purchases
• Letting customers or clients know about additional products or services
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns
• Troubleshooting common issues with a product or service
• Working with a team of CSRs and other departments to find appropriate solutions

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions