Center of Ninja Excellence Manager
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Position Title: Center of Ninja Excellence Manager

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

  1. Oversees the implementation of various intervention programs created by the subunits; Learning & Development, Implementations & Organization Development
  2. Facilitates process improvement and assist management in improving existing process performance through analysis, experience and employee input in a project environment
  3. Builds and delivers Operational & Strategic excellence training and coaches on business excellence principles
  4. Supports the development and implementation of the formal management review of Key Performance Indicators and trains & coaches all functional areas on measurement principles
  5. Facilitates and/or participates in cross functional process improvement initiatives and root cause analysis
  6. Implements strategic quality direction into operational guidelines and practices and supports ongoing expansion of the quality culture across the organization
  7. Reviews and revises, when needed, the most appropriate intervention based on the needs analysis proposed by the subunits
  8. Reviews Organizational Climate Surveys conducted by OD supervisor to serve as a temperature check of the employees’ insights on the organizational system and overall governance
  9. Conducts appropriate training and coaching interventions which focuses on soft skills i.e. leadership competencies, values enhancement, workplace attitude, and strategic thinking as per the L&D Supervisor’s findings
  10. Initiates development activities to continually upgrade employee welfare initiatives and organizational strengths including competency mapping to be translated into behavioral success indicators
  11. Monitors the smooth implementation of PMS and uses its data to accomplish organizational enhancements
  12. Creates programs involving improvement of specific areas of responsibility, group dynamics, department processes, and management directives
  13. Provides direction during Succession Planning activities
  14. Facilitates critiquing session to immediately address organizational issues
  15. Consults with management on unit performance, organizational calibration, and leadership matters. 
  16. Reviews and analyzes need assessments to determine measures required to enhance overall company performance following both interdepartmental and intradepartmental factors
  17. Reviews and recommends executive coaching and mentoring where appropriate
  18. Assists unit heads/leaders in maintaining the effectiveness of organizational excellence strategies i.e. team building, rewards and recognition program, career mapping,  and keeping it relevant to the changing industry parity parameters
  19. Provides expertise in the facilitation of strategic planning and business case analysis per department 
  20. Spearheads and manages policy creation for interventions, organizational design, strategic planning, and vision-mission-values (VMV) long-term organizational calibration
  21. Directs the staff development initiatives to enhance the effectiveness of employee performance in relation to company objectives
  22. Provides expertise in strategy development and execution
  23. Utilizes appropriate, creative and innovative interventions for assigned occupational groups
  24. Prepares a developmental plan with team members to address the areas for improvement and ensure the performance standards of subordinates are properly calibrated and share best practices to the leadership team

Qualifications:

  1. College Degree in Organization Development, Management, Human Resources or any related field
  2. Certified Six Sigma Green Belt is required
  3. Must have advanced knowledge, skills and experience in Cost Accounting, Metrics Definition & Management, Operational & Organizational Excellence, Program & Project Management, Operations Management, Process Improvement, Risk Management & Service Management Framework Design & Implementation
  4. Has attended at least 5 courses on People Dynamics, Soft Skills Training, Organizational Designing
  5. Has completed the Basic Supervisory Skills and Managerial Skills Training from a recognized learning institution
  6. Graduate or advanced academic degree is a plus
  7. 5 years or more experience in the field of Organization Development, Organization Designing, Strategic Planning
  8. 3 years in a managerial role
  9. Excellent organizational, analytical, and problem-solving skills
  10. Business acumen and ethical practice
  11. Familiar with global and organizational culture interventions
  12. Able to do business intelligence
  13. Good leadership and people dynamics navigation
  14. Understands relationship management
  15. Implements training programs from the entry-level up to managerial level using a structured framework
  16. Able to manipulate complex information and data
  17. Good prioritization skills and be flexible enough to adapt plans
  18. Knowledgeable in measurement and evaluation preparation
  19. Good communication and platform skills
  20. Fosters unity and teamwork 
  21. A role model of company values and brand identity
  22. Able to work with tight deadlines and within constraints
  23. Possesses exemplary project management and leadership skills
  24. Practices performance management, talent development interventions, and policy

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.