Operations Manager - Customer Service

I’m interested


Aseana 3, Diosdado Macapagal Avenue, Paranaque

Contract type




Job description

William Hill Manila - We Go One Better

Like any great sports team, we’ve been hard at work since we got going in 1934. It’s not by chance we became one of the largest global sports betting and gaming companies, and we’re not relying on luck.

Together we’re on a journey to build a better business. With us, you’ll balance flexibility and performance in a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you. Sound good? Then you belong here.

Your role in the team

 The Operations Manager is responsible for monitoring performance, identifying and addressing opportunities, preparing and completing action plans, managing process improvement and quality assurance programs. Oversees development and training on appropriate skills needed by the teams to support  William Hill’s customer requirements through effective coaching, excellent leadership, and strategic planning.


Main duties and responsibilities:

 1. Oversight of team performance to SLA’s and/or other objectives

·         Monitoring of SLA’s, projects, process improvements and miscellaneous other items

·         Analyze and develop corrective action plans when objectives are not met

2.  Provide coaching to Team Managers and/or Customer Service or Back Office Representatives

·  Works with HR on matters that warrant corrective action in accordance with established policies and procedures

·   Provides proactive one-to-one and group coaching as appropriate to improve the skills, accuracy and quality of work and behaviours of their team

·   Completes triad sessions in order to observe TM to Advisor/SME coaching and provides feedback on effectiveness of coaching delivery

3.  Collaborate with William Hill business leaders

·     Acts as the key point of escalation for issues/concerns of Operations Managers and/or William Hill business    leaders

·    Design and implementation, if necessary, of business continuity plans

·    Proactively communicates any planned initiatives with the Senior Operations Manager and Head of Centre Operations, prior to implementation and agreement, to ensure alignment with centre-wide plans

4. Process Improvements

·    Responsible for proactively communicating recommendations to correct broken process, improve the customer experience, reduce process time, etc. to the CS Hub


5. Hiring and Training/Development

·      Maintains staffing levels; recruits, selects, and hires CS/RM representatives to maintain a high       performance culture

Additional Requirements:

  • 7yrs + in Supervisory or Managerial role overseeing operations and providing guidance, experience in leading through subordinate managers
  • Grasp of the services being offered by William Hill, processes involved as well as proficiency in tools navigation – knowledge
  • Project management
  • Excellent verbal and written communication skills
  • Proven ability to effectively interact with all levels within the organization
  • Advanced levels in using MS Office applications
  • Proven ability to achieve results through the motivation or influencing of others
  • Analytical and detail oriented
  • Flexibility to work different shifts

Minimum Eligibility: (For Internal applicants)

  • No active disciplinary records
  • Must maintain good performance and clean disciplinary record from the time of application to the actual date of transfer