Operations Manager - Transcription

S&P Global Marketing Intelligence The Role: Operations Manager - Transcripts The Team: The Transcripts Department’s primary responsibility is to transcribe financial-related conference calls. In addition to Transcription, the team assists in the collection of other business information such as corporate executive related data, and various other key data for inclusion on the companies’ robust financial data platform during off-peak. The Impact: The Transcripts Manager is responsible for ensuring a smooth and efficient operation of the day-to-day activities of his/her shift and system. He/she is likewise in charge of the development of the Team Leaders who directly report to him/her. He/she will ensure a safe, productive and enjoyable work environment for all, and ensure that Company policies and procedures are aptly enforced and followed by all Transcripts’ employees. He/she is expected to maintain open communication channels to coordinate with all his/her supervisors and staff and will also be closely partnering with the different cross-functional Transcripts Department heads in developing and enforcing programs for continuous improvement. What’s in it for you: The role will be assisting the Senior Manager in formulating, implementing and continuously improving the Transcripts performance, processes, and the workflow through effective Performance Management strategies and tactics and the application, utilization of LEAN principles, Automation, AI, Machine Learning and Robotics. Responsibilities: Takes full responsibility for the smooth operation of his/her designated shift and system as directed by the Senior Manager. Assists the Senior Manager with the development, implementation, and continuous improvement of the transcription workflow process. Provides leadership, development, and mentoring to Team Leaders, Mentors and Analysts. Responsible for ensuring that performance metrics are met and/or exceeded on a consistent basis through continuous monitoring, coaching and counseling of his/her team members on quality, timeliness, productivity, and overall work performance. Develops and/or refines scoping and editing standards based on strategic goals for quality and timeliness. Responsible for coaching, mentoring and leading Team Leaders and Mentors on a daily/weekly/bi-weekly basis Provides timely feedback to the Transcription Team Leaders and provides apt direction on the implementation and management of department projects and day to day routines. Provides constructive feedback, guidelines and action plans to Team Leaders and Transcription Support Engineers including staff as needed to maintain a high level of performance within the team. Regularly meets and cascades management directive and updates and instills the company’s purpose, core values and vision to the Team Leaders on a bi-weekly/monthly basis Responsible for monitoring and managing the transcription workflow from accessing the file right through to the submission of the final transcribed documents to ensure quality and timeliness. Responsible for constantly upgrading and improving the workflow and processes through the application of LEAN principles and utilization of Automation, AI, Machine Learning and Robotics. Regularly reports team status to peers and upper management. Facilitates team meetings using appropriate brainstorming, problem solving, decision making, critical thinking and project planning techniques on a regular basis. Communicates policy changes to the team in an efficient and effective manner Reports, documents and tracks system issues to ensure timely resolution. Maintains low employee attrition and high morale within the team. Plans team activities and encourages team participation. Participates in required meetings and conference calls. Observes and provides feedback to Team Leads to ensure coaching is effectively executed and documented. Works with all department managers (Training, Data Collections, Workforce and Auditing) to ensure all aspects of the business are addressed. Responsible for hiring and transition of new Transcripts employees in collaboration with the Training team. Promotes and is responsible for providing a motivating, encouraging and supporting work atmosphere for the entire Transcription Department. What We’re Looking For: At least 2-4 years of experience managing at least 80-member operational teams. Action–oriented and detailed-oriented. Showcases effective problem solving, decision making, critical thinking and project planning skills Excellent relationship-management skills at all organizational levels. Excellent communication, organizational, time and project management skills. Strong ability to learn and apply new/emerging technologies. Excellent coaching/training/mentoring skills. Willing to undergo process training. Fluent written and spoken English. Bachelor’s degree. Familiarity with financial markets and business organizational vocabulary is a huge plus. Grade/Level(relevant for internal applicants only): GL10 The Location: Pasig City About Company Statement: S&P Global delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape. S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work. S&P Global is an equal opportunity employer committed to making all employment decisions on the basis of merit, capability and equality of opportunity, and without regard to race/ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or any other basis prohibited by federal, state or local law, or any other characteristic that has no bearing on a person’s ability to perform his or her job. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: [email protected] your request will be forwarded to the appropriate person.
LI-JL1 ----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person.  US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. ----------------------------------------------------------- 10 - Officials or Managers (EEO-2 Job Categories-United States of America), DTMGOP103.1 - Middle Management Tier I (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning) Job ID: 273996 Posted On: 2023-02-14 Location: Pasig City, Philippines