S&P Global Operations Manager , Transcripts in Pasig City, Philippines

The Role:

Transcripts Manager, Operations

The Impact:

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.

The Career Opportunity:

Will be assisting the Associate Director 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.

The Team - The Business:

The Transcripts Manager (Operations) will report directly to the Associate Director in a matrix environment.

Your Skills:

People and Project Management; Process Improvement Implementation

Other Role - Duties:

  • Takes full responsibility for the smooth operation of his - her designated shift and system as directed by the Associate Director.

Assists the Associate Director 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 voicewriting, 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, 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.


At least 2-4 years experience managing 80-150 member operational teams.

Actionoriented 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.

Previous experience with speech recognition software, such as IBM Via Voice or Dragon NaturallySpeaking is a plus.

Familiarity with financial markets and business organizational vocabulary is a huge plus.

Office location: Silver City Bldg 2, Tiendesitas Pasig

Shift: Night Shift and amenable for shifting and to work on weekends