Client Experience /Operations Manager/Customer Success - Pooling (Colombia)

The Client Experience /Operations Manager/Customer Success will be responsible for the following across Microsourcing Colombia:

Strategy

• Assist the CE Account Manager in overseeing a set of specific clients and deliver the following: EBITDA, Client Growth, Reduced Attrition, Client Net Promoter Score and Employee Net Promoter Score.
• Assist the clients in setting up their Philippines operations and implement performance management, rewards and recognition, engagement activities, employee development plans and business continuity.
• Responsible for supporting the CEAM in managing clients and handling administrative work and serving as a Backup resource.
  
  

Growth and Client Experience

• Expand the size of operation of the clients by closely working with them and understanding their business needs. Assist in reviewing their operation- structure, processes, policies and introduce necessary improvements.
• Deliver the growth targets for both existing and new clients. Continue to identify opportunities for growth.
• Work closely with the different departments responsible for the delivery of the services in the site.
  
  

Cost and Site Management

• Maintain account details, keep track client requests and provide inputs to client billings that are accurate and on time.
• Closely coordinate with the different Departments on client and employee requests.
  
  

Employee Onboarding

• Responsible for the receiving the pre-employment requirements from the new hire onboarding POC and follow-up with the Client experience team the remaining pre-employment requirements not yet submitted by the new hire within 30 calendar days
• Responsible for receiving the company and government benefits applications of the employees.
• Check the completeness of the documents and attachments as well as checking the application form
• Facilitates new hire orientation
  
  

Pay and Benefits Administration

• Processing of company and government-mandated benefits
• Reporting of new hires and attrition to company initiated and government mandated benefits
• Government benefits remittance backtracking
• Reporting of new hires and attrition to company / government benefits
• Provides feedback to the employees regarding the status of their company and government benefits applications
• Handles attendance processing such as processing approved AMRs
• Does timekeeping reports for payroll purposes
• Submits a summary of new hires, attrition, Request for Personnel Action (RPAs) to P&C Manager or P&C Officer for consolidation
• Handles timekeeping such a s PTO monitoring
• Liaise directly with line managers and supervisors regarding timekeeping, benefits and labor relations concerns of the employees
  
  

Employee Relations

• Review the NTEs and decision memos of those cases that are class A-C. Guides the Client Experience team in using the proper COC provision based on the incident/ case
• Prepares the NTE and decision memos for those class D offenses
• Ensures due process is being observed in all labor cases especially for terminable cases
• Handles exit process of separated employees. Assign online exit interview, conducts exit interview and then signs on the clearance of the employee
• Send out reminders for end of contract for project employees
• Send out reminders for those due for 3rd and 5th month appraisal for those due for regularization
  
  

Records Management

• Maintains employees 201 file such as filing of employees 201 file documents and retrieving the documents from the 201 files
  
  

Employee Engagement

• Execute engagement events and activities, ensuring they run smoothly and meet the intended objectives.
• Coordinate logistics, including venue selection, catering, transportation, and event materials.
• Assist in collecting employee feedback through surveys, focus groups, and informal discussions.
• Analyze survey data to identify trends and suggest improvements to engagement initiatives.
• Distribute communications related to engagement activities, including event invitations, reminders, and follow-ups.
• Utilize various communication channels to promote engagement events.
• Liaise with external vendors and suppliers to secure services and products necessary for engagement events.
  
  

Organizational Development

• Help out in the Organizational Development Unit for implementation of projects at the respective sites such as performance appraisals
• Prepare P&C monthly report for the assigned vertical Health & Safety of our People
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training and compliance requirements and professional development opportunities.
  
  

Qualifications And Typical Experience

• Bachelor's degree in Human Resources, Business Administration, or a related field.
• At least 2 years of experience in HR operations or a similar role.
• Proficient in HRIS software and Microsoft Office Suite.
• Strong understanding of labor laws and regulations in Bogota.
• Good English communication skills
• Strong interpersonal skills
• Detail-oriented and highly organized with strong analytical abilities.
• Ability to work independently and as part of a team.
• Maintains confidentiality and handles sensitive information with discretion.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply