Operations Manager Philippines

About the Company

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Trusted by over 5,000 customers worldwide, Corsearch delivers AI-powered data, deep analytics, and professional services that support brands to market their assets, drive growth, and optimise brand presence against infringement.

Founded in 1949 with about 1700 co-workers, Corsearch is a mission-led company, driven by a passion for making the world better and safer for our brand customers and their consumers. It's what we do. And people come to Corsearch to be challenged, developed, supported, and valued.

Role Overview

Do you get excited when hearing about trademarks and brand protection news? YES?! So do we! At Corsearch, there's no pushing trademark solutions and brand protection from our thoughts. We're thinking about coined trademarks in the car, a detailed design search over lunch, counterfeits while sitting with the in-laws, and anti-piracy while working out.

The Operations Manager is responsible for managing the efficient and effective execution of client operations within an assigned industry segment.

You will lead a group comprising QAs, Moderators, Enforcers ensuring the successful delivery of services and outcomes for all clients within your group.

Working in collaboration with fellow Operations Managers and Brand Partners, you will play a key role in capacity planning and resource management - aligning forecasted demand with the right skillsets and team capabilities. You will also ensure that client needs are matched with the development goals of your team members, driving both performance and growth.

In addition, you will oversee recruitment strategy, uphold best practices, manage performance at the individual level, and report on delivery performance at the industry level - contributing to the overall operational excellence and client success of the business.

Responsibilities and Duties

• Line management of QAs, Moderators, appropriate performance management, objective setting, career management and appraisals. Analysts will have their day-to-day delivery managed by their brand partner, your responsibility here is to provide support for any escalation, and to ensure consistency in approach and ultimately be accountable for the teams overall delivery
• As an escalation point for Brand Protection Partners, ensure the client priorities are delivered and that there is consistent application of SOPs across the industry segment
• Manage the staffing needs for the Client Operations Teams within your segment, collaborating with your peers to assure resources are available to teams to meet forecasted demand, and to cover short-term peaks and troughs with efficient utilization metrics.
• Input to the recruitment strategy and hire and onboard new staff accordingly
• Operational Management including continuous optimization of all aspects of the team delivery, internal reporting, managing KPIs, MBRs.
• Management of special projects e.g., Operational excellence, automation implementation, new tooling, restructuring etc.
• Providing leadership for broader initiatives, e.g. development and running of communities of expertise, supporting product champions, moving product requirements forward, liaising with Senior Partners to develop deeper industry insights based on delivery trends, ensuring training is fit for purpose
• Maintain a high-level working knowledge of Salesforce, Float, Freshdesk, Asana, Client Success, Corsearch Academy, Corsearch Clubhouse, our OBP Platform - Zeal 2.0 and Browser Plug-ins (Cyborg) as well as any other tools as they are created and introduced in order to champion their correct usage.

Essential Requirements

• 3+ years' experience in brand protection or related role preferred (Preferably 3+ years as Client Manager/ Coordinator or equivalent management position)
• 2+ years' management experience
• Proven ability to line-manage large teams in a matrix-management set up – good communication, collaboration, coordination, receives and gives constructive feedback, sets clear delivery goals and expectations.
• Good team management skills – can set meaningful performance objectives, can lead a recruitment process and successfully onboard new hires, is structured in their approach to planning
• Strong knowledge of the brand protection industry, including online infringement and counterfeiting (Preferred)
• Strong interpersonal skills. Must be able to work well with others and build strong, positive relationships with their team members, colleagues, internal teams and other stakeholders.
• Ability to take both a strategic and tactical, pragmatic approach – finding and presenting trends and working to exploit these, whilst also managing to short-term issues and gaps.
• Excellent organizational and time management skills, with the ability to prioritize multiple tasks and projects ensuring that deadlines are met, and goals are achieved.
• Motivated and results-driven individual who takes a high degree of responsibility in their work.
• Servant-leader mindset to help teams work together, unblock obstacles to success and ensure a positive, successful environment for the teams to deliver well

Job Details

Department: Operations - Brand and Content Protection

Role: Manager, Operations

Location: Philippines

Remote Status: Fully Remote

Employment Type: Full-time

Employment Level: Executive/Senior Level

Privacy Notice

Recruitment Privacy Notice

The purpose of this Privacy Notice is to outline the procedures and principles that Corsearch adhere to in the collection, use, and protection of your personal data during our recruitment process. This process is integral to ensuring the integrity, safety, and security of our workplace.

This Notice is applicable to all prospective and existing employees of Corsearch and its affiliates, covering all entities of the Corsearch group. It includes individuals in full-time, part-time, temporary roles, as well as direct and third-party contractors. Corsearch serves as the data controller and responsible for processing of your personal data.

How We Collect Personal Data

When we use the term personal data, we mean information that can be used to identify you as an individual person. When you apply for a position with us, we primarily collect personal data directly from you through our online job application system. This information typically includes your name, address, contact details, employment and educational history, accomplishments, identity documents, test outcomes, any other data required by law, such as work, or residence permits or that you voluntarily provide. Corsearch may also collect other personal data, including images or videos from events or assessments. If offered a position, we may conduct background checks, including criminal, credit, and reference checks, where legally permitted. We also gather similar data from third-party sources such as recruitment agencies, references, former employers, Corsearch employees, background screening vendors, and publicly available professional profiles.

Our Purpose for Processing Your Personal Data

The purpose of processing your personal data includes the following:

• Assessing your skills, qualifications, and suitability for the role.
• Communicating with you about the recruitment process.
• Complying with legal, regulatory, and professional obligations and requirements.
• Managing our future workforce needs and organizational planning.
• Improving our recruitment processes, including improving diversity in recruitment practices.

Your personal data will be kept confidential and will only be shared on a need-to-know basis with individuals involved in the recruitment process, and with third-party service providers who perform recruitment-related services on our behalf. All such third parties are required to take appropriate security measures to protect your personal data in line with our policies and relevant laws.

Legal Basis for Processing Your Personal Data

We process your personal data in the context of recruitment based on several legal grounds:

• To take steps at your request prior to entering into an employment contract.
• To comply with our legal obligations as an employer, such as processing your identification document, including your right to work, as required under the law.
• Based on our legitimate interests where the processing is necessary for conducting and managing our recruitment process such as to efficiently manage applications, schedule interviews, and provide feedback to candidates.
• Based on your explicit consent.

Each of these bases is used depending on the specific purposes for which your personal data is collected and intended to be used.

Background Checks

Prior to finalizing your employment offer, we may need to conduct a background check via our vendor specializing in background screening services, to ensure adherence to legal requirements in your location and relevance to the role. You can find more information about this process in our Employee Background Check Policy.

International Transfers of Your Personal Data

Due to the multinational nature of Corsearch, the information collected about you may be shared within the Corsearch group of companies and/or the service providers Corsearch use for recruitment purposes. Corsearch has implemented adequate legal mechanisms according to applicable law to ensure the utmost protection of your personal information including the protocols for its processing by Corsearch, its affiliates, and service providers across borders. Your personal data will only be transferred to another country if it's essential to meet the purposes outlined in this Notice. We do not otherwise share and in no circumstances sell your personal data to third parties.

Your Rights

In relation to your personal data, we hold about you, you have the right to request:

• information,
• copy,
• correction of any inaccuracies or incompleteness and/or deletion or removal.
• ask that we temporarily suspend the processing or
• withdraw your consent to our processing of your personal data, where the basis of our processing is your consent.

You have the right to file a complaint with the appropriate data protection authority if you do not believe that a request has been handled appropriately. We would, however, ask that you contact us in the first instance to assist with addressing your concerns.

Retention Period of Your Personal Data

If you accept a job offer from us, any relevant personal data gathered during your pre-employment phase will become part of your personnel records and will be kept in line with specific country regulations.

If your application is not successful or you decide not to join Corsearch, we may still retain your personal data to allow you to be considered for future opportunities or to comply with our legal obligations.

Your Responsibility

You are responsible for ensuring that the information you provide to us is accurate, complete, and up to date. If you provide us with personal data about other individuals, such as your references, we expect that you have adequately informed these individuals and have obtained their consent before sharing their personal data with us.

Contact Us

If you have any questions about this Privacy Notice or if you would like to exercise any of your rights in relation to your personal data, you may contact us by emailing privacy@corsearch.com or by completing the Privacy Webform on our website or through our recruitment platform.