Director of Technology & Operations

Services Fort Bonifacio Global City, Philippines Job Number: 8756

Position at NICE inContact

Director of Technology & Operations

Location: Taguig City, Philippines

The Director of Technology & Operations shall be responsible for day to day operations of the different Technology, Operations and MIS teams at our Philippines site. This includes management of the leaders and employees across different functional areas incl. Cloud Operations, IT, GSC, Trust & Security and Engineering and potentially other (related) teams in the future. Next to that this director will also be response to drive projects across the site to drive operational excellence, facilitate the growth of the site and optimize processes and procedures to improve the employee experience and handle functional escalations.

This role will also function as the joined backup for the Managing Director Philippines and will work close with US and other leaders globally to establish appropriate strategic plans, operational policies, procedures, and identify operational performance measures of the site and employees across departments. The Director of Technology & Operations will be a leader and motivator for all employees and will work closely with the other local leaders and US functional managers driving the NICE inContact Leadership approach bringing local employees and leaders to a higher (performance) level. Work hours will need to be flexible to accommodate the 24/7 nature of the operation.

As a Director of Technology & Operations, a Typical Day Might Include the Following:

Financial Responsibility

  • Responsible for operating costs, expenses and budget within Operations teams
  • Advisory role on hiring salaries and merit for local employees within Operations teams

Strategic Leadership

  • Lead planning and implementation of the strategic initiatives and long-term goals for the operations groups and aligns plans with US (global) leadership that leads to operational metrics for the year
  • Identify key risks that could prevent the achievement of the strategic company and departmental plans and proposes relevant mitigation measures
  • Identify best practices and areas of improvement using current industry and business trends
  • Define closed loop program to evaluate process and project implementation to ensure learning, best practice and (employee) feedback management are continuously used
  • Develops reports, with Service Operations team, to identify and drive team performance
  • Participates in a cross-functional / cross-departmental team for program and project development
  • Local branding in coordination with local and global HR, Marketing and Communication teams

Operations Management

  • Develops a detailed annual operating plan for the operations groups that will allow the organization to achieve its strategic plans and company goals
  • Organizes his/her group(s) into resource efficient and effective operating units
  • Initiates, develops and implement (incl document) processes, procedures and systems to improve operational performance and ensure compliance with global company policies and local government policies
  • Oversees the documentation and evaluation of programs, including accurate and timely reporting of all program activities internally and externally to address risks, challenges and other critical issues
  • Build and monitor certifications and (operational) compliance across Philippines site
  • Anticipate hiring trends and needs from an operational and employee perspective
  • Host technical sessions, incl QBR's and townhalls
  • Always espouse company Code of Ethics and NICE inContact policies and procedures
  • Responsible for Business Continuity Plan (BCP) in incl. Disaster Recovery (DR) plans and partner with Facilities/ other managers for site accessibility and HR for Employee Health and Safety (EHS)
  • Ensure consistent service delivery and quality of our global 24/7 support ensuring that all employees perform tasks effectively and maintain healthy and safe working environment and culture driving our high-performance culture and leadership approach
  • Communicate in an effective and professional way with internal and external customers of NICE inContact as well as functioning as an escalation resource for employees and customers

People Management

  • Builds and leads an effective and cohesive (management) team across the cross functional groups of NICE inContact Philippines
  • Ensures adequate orientation and appropriate training of all staff members towards enabling them to perform their roles effectively and design and build training programs to ensure future success
  • Drive local employee knowledge (sharing) and training initiatives
  • Works with direct reports in ensuring that performance management and staff development is carried out for the whole team according to established Performance Management processes
  • Partner with HR to drive employee engagement and retention
  • Role may include managing remote employees/ teams

External

  • Travel when and where required to satisfy core responsibilities and company needs
  • Might require engagement with local and regional customers/ partners incl (hosting) site visits and during sales efforts
  • Represent the company on formal and informal events, this may include legal representation

​This job description is not intended to be all inclusive and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.  This organization reserved the right to revise or change job duties as the need arises. This job descriptions do not constitute a written or implied contract of employment. 

To Land This Gig You'll Need:

  • Bachelor's degree or master’s degree in IT/ Engineering/ Computer Science or related field or equivalent work experience required. 
  • 10+ years of managerial experience in global or multi-national company
  • 5+ years of proven experience leading a similar sized (technology or contact center) technology and or operations organization
  • Excellent written and oral communication skills - English
  • Ability to engage key people at all levels across business units and geographical area to achieve goals and objectives at both strategical and operational level
  • Proven leadership with ability to influence, challenge and negotiate at senior levels using sound judgment
  • Excellent coaching and mentoring skills with an approach that builds cross functional high-performance capacity in a team environment
  • Demonstrated commitment to excellent customer experience
  • Ability to motivate and develop a cross functional workforce
  • Strong business, operational and technical acumen
  • Understanding of multi-faceted business operation
  • Experience of managing and effectively delivering large scale program implementations and process/ system optimizations
  • In depth knowledge of markets and changing business environments
  • Solid time management, organization and prioritization skills
Experience Preferred: 
  • International work experience
  • SAAS or UCAAS industry
  • Matrix and Remote management
  • Multilingual (eg, French, German, Japanese etc.)

ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics. NICE inContact continuously innovates and is the only provider to offer a complete customer interaction platform in the cloud that is flexible, scalable and reliable for enterprise, small business, government and business process outsourcers. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions. 

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.