Operations / Business Manager
102 TOOLBOX CORP
Total years of experience :25 years, 2 Months
Operations Manager
July 2016 - Present
1. Management of Field Operations for Installation and Repair of subscriber telecommunications services.
• Management of daily operations
• Recruitment of field technicians
• Materials Management
• Billing for services
• Quality Assurance
2. Business development and communication with the principals for operational alignment.
Achievements:
• Laid out the operations processes for the start up company
• Helped steer the company increase the revenue base and achieve profitability
1. Management of the business and operations processes.
• Ensure business/operations processes are in place for key/regular functions.
• Ensure adoption of new processes through process education and sign-off of affected groups.
• Monitor key process performance and identify opportunities for improvement.
• Adopt, develop and enhance best practice in all routine operations.
2. Proactively improve the effectiveness and efficiency of operations.
• Identify improvement opportunities, propose projects, gain management support and lead the implementation.
• Ensure common definition and internal service level agreements on all processes.
2015 Projects:
• Process Integration of Globe-Bayan functions
• Business Continuity Process
1. Identify gaps in operational processes to improve efficiency, reduce cost and increase customer satisfaction.
• Develop and conduct compliance audits, program evaluations and reviews to drive results and to ensure change is permanent.
• Troubleshoot business issues and create process documentation.
• Identify gaps in operational metrics. Work with cross functional groups to establish and execute improvement plans.
2. Oversee the continuous improvement processes in alignment with the company policies and procedures.
• Initiate programs to aid compliance to standards or the implementation of new systems, services or cost-effective solutions.
• Collaborate with various groups to develop vision and monitor the implementation plans to drive results.
3. Monitor key process metrics for improvement opportunities in quality, delivery, and cost.
2014 Projects:
• End to end process improvement in subscriber line maintenance of Data/Voice products
• Provided the analysis and recommendation to address the increasing number of requests for field repairs.
• Supported the standardization of line parameters, implementation, and automation of data gathering to improve product experience.
1. Ensures that processes needed for the Quality Management System (QMS) are established, implemented and maintained.
2. Reports to Top Management on the performance of the QMS and any need for improvement.
3. Ensures that Quality Objectives are set by Top Management for measuring the performance of the QMS and that these are regularly reviewed.
4. Support in the management and review of non-conforming events including customer complaints and internal non-conforming events.
5. Participates in formulation of policies, guidelines, operational policy/procedures and the sharing of information.
6. Assists the different division in tasks related to the documentation and coordination activities related to ISO 9001, Malcolm Baldrige, Emergency Management Program, Employee Safety and Health, and other applicable standards.
1. Information gathering on industry trends, consumer feedback, market development, major shifts in technology, products, competitive activities, economy, and regulatory environment.
2. Determination of market size and growth.
3. Assessments industry developments that impact the corporate objectives and strategies.
4. Provide benchmarking and analysis for competitors.
5. Coordinate the report preparation for the stockholders periodic meetings.
1. Support all the divisions in formulating the yearly key performance indicators metrics to ensure alignment to the corporate objectives.
2. Monitor the implementation results of the divisional plans and programs to ensure operational and cost efficiency, quality and productivity.
3. Analysis and evaluation of operations, providing recommendations to management to improve and enhance sales and operations processes. Recommend measures to drive additional revenue and/or generate cost savings.
• Gather information on the operations and support divisions. This also includes comparison versus target and historical performance.
• Conduct market scans and field information on the prevailing market trends including technology adoption, markets, products, customer preferences, competition, and the regulatory environment
• Evaluation of performance levels versus the group KPI and flag Items which are over/under performing. Pinpoint the items which drive the performance and operational disconnects.
• Analyze the impact of the identified performance looking specifically at sales headcount and incentive schemes, competitive behavior and offerings, industry trend, sales execution analysis, service quality and internal capability and capacity.
• Present all the learning and insights from the various aspects of sales and operations to management.
• Recommend alternative courses of action to launch or improve the products; improve internal capability, increase or decrease capacity, or improvement of business processes.
4. Conduct one-on-one meetings with the division/department heads for regular performance reviews.
5. Escalate cross functional issues to management for quick resolution.
• Gather information on operational issues which require cross functional activities and decision making ranging from issues regarding service or product, customer experience issues and determination of root cause and related processes.
1. Provide strategic support to the President to develop and implement business strategies to increase sales volume and profitability of the company. Provide management with relevant data, analysis and recommendations related to Customer Service, Product Pricing and increasing market share.
2. Profiling of key competitors in the market. Determine the competitors’ key initiatives, product introductions, promos, and strategies and determine the market size and growth.
3. Document the prevailing internal processes and recommend items for improvement in the areas of sales, technical service and collections.
4. Consolidate and provide analysis to reports due the Office of the President, and continuously find ways to improve reports and formats.
5. Assist in the development and preparation of reports to be submitted to the management and ensures quality assurance and completeness
6. Handle projects assigned by the President.
7. Research and analyze projects for an executive.
1. Market Research
• Gather information on the economic situation and the general business trends.
• Maintain, review and monitor the sales performance and marketing database.
• Establish and document internal processes to support the information and data exchange between the Planning and Business Units.
• Gather information on the business performance and the industry trends.
• Assess the impact of any factor that will effect changes in corporate objectives and strategies
• Determine the competitor’s performance through benchmarking and financial analysis.
• Analyze the company’s market, competition and product mix as well as determine new market areas and future market conditions.
• Determine market size and growth. Study and recommended the sales coverage model and account management to match the territory and its growth potential.
• Maintain a list of customers and sales prospects. Develop client portfolio for each Business Unit
• Work closely with Product Managers and customer service for strategy formulation and target achievement.
• Supervise the telemarketing activities and determine the company’s market share and position in the market.
2. Market Analysis
• Conduct studies and recommended projects to reflect the product profitability on a business area.
• Lead the Business Process Transformation team in data clean up and digitization project to improve quality, extraction speed and subsequent analysis.
• Implement the annual Customer Satisfaction Survey. Analyze and interpret the results for use in business planning.
• Prepare month, quarter, and full year corporate revenue, profit, and product volume plans. Prepare regular reports for local, regional, and HQ top management.
3. Operations analysis
• Implement periodic audit of the companies systems and procedures. Coordinate with several cross-functional task teams to resolve operations issues.
• Perform Internal Quality Audit for ISO 9002 surveillance audit.