So what does a Policy Manager eally do? As a Policy Manager, you will act as the vanguard to client policies. You will liaise directly with the clients to discuss policy changes and ensure that changes are reasonable and appropriate. As one of the leaders, you will also make sure these are properly implemented, reviewed, and monitored - to guarantee full compliance according to the terms and agreements of our SOW with Client(s).
We need someone who is proficient in English and other key languages served by the TaskUs site. If you have excellent communication skills, are comfortable working in BPO Operations (preferably in an international environment), knowledgeable on quality/training and policy enforcement in an Operations environment, then TaskUs is for you.
So, do you have what it takes to be a Policy Manager ?
You will be tasked to coordinate the exchange of Policy-related information from and with the Client and disseminate details across other teams while ensuring all resources provided are available to implement policies. To be successful, you must maintain regular contact and give feedback to the Client with regards to Policy-related changes for the successful enforcement of those policies.
You must pay attention to details and spot trends to flag potential issues that may arise from the application of Client's policies; and be confident in offering suggestions or solutions.
A key aspect of your role is to engage with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of Client's policies are being reinforced. You will be expected to flag any resource constraints, policy issues or inconsistencies in a timely manner; gather insights and offer policy suggestions based on the direct application of the policies; and ensure continuous improvement of resources and materials are provided.
Lastly, you will have to ensure effective knowledge sharing and sign off/approval processes are in place for Training or Policy between any Vendors and client team. As foremost vanguard of all Policy implementations, you will liaise directly with the Clients’ Policy team to gather/discuss/debate/question and/or engage with Client representatives - to obtain answers.
- Proficient level of English; comfortable in conversational English
- Previous experience in an Operations environment, preferably in an international BPO
- Good knowledge of quality/training processes and policy enforcement in any Operations environment
- High level of energy, drive, enthusiasm, initiative and commitment
- Excellent communication, consulting, influencing and interpersonal skills
- Proven track record of collaborating with cross-functional groups to produce results
- Passion for ensuring a world class support experience for our community
- Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
TaskUs is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure,
TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ridesharing, HiTech, FinTech and HealthTech.
TaskUs has approximately 27,500 employees across eighteen locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland and Colombia.