Senior Operations Manager

About the Role

We are seeking experienced and results-driven leaders to manage end-to-end operations within a dynamic BPO/shared services environment. This role is responsible for driving service delivery excellence, achieving client KPIs, leading high-performing teams, and ensuring operational efficiency across processes. The ideal candidate has strong exposure to outsourcing environments and a proven track record in stakeholder management and performance optimization.

Key Responsibilities

Operational Leadership

• Lead and oversee daily operations to ensure delivery of SLAs and KPIs
• Drive productivity, efficiency, and continuous improvement initiatives
• Manage P&L, cost optimization, and resource allocation
• Ensure compliance with internal policies, client requirements, and regulatory standards

People Management

• Lead, coach, and develop team leaders and frontline employees
• Build a high-performance culture through engagement, coaching, and succession planning
• Manage attrition, attendance, and overall team performance metrics
• Conduct performance reviews and implement development plans

Client & Stakeholder Management

• Act as the primary point of contact for clients and internal stakeholders
• Build strong client relationships and ensure high satisfaction (CSAT/NPS)
• Provide regular business reviews, reports, and insights
• Identify opportunities for account growth and expansion

Process Improvement & Strategy

• Drive Lean/Six Sigma initiatives and automation projects
• Analyze data to identify gaps and recommend solutions
• Lead transformation projects and process re-engineering efforts
• Support digital initiatives and innovation within operations

Performance & Reporting

• Monitor and report on KPIs such as AHT, CSAT, FCR, Quality, and Productivity
• Ensure accurate and timely reporting to leadership and clients
• Use analytics to drive decision-making and performance improvements

Qualifications

• Bachelor's degree required (Business, Management, or related field preferred)
• 5–12+ years of experience in BPO, shared services, or outsourcing industry
• At least 3–5 years in a leadership role (Team Lead / Manager / Senior Manager)
• Strong knowledge of operations management, service delivery, and client engagement
• Experience handling international accounts (US, UK, AU) is an advantage
• Exposure to Lean Six Sigma or process improvement methodologies is preferred

Skills & Competencies

• Strong leadership and people management skills
• Excellent communication and stakeholder management abilities
• Data-driven decision-making and analytical thinking
• Strategic mindset with execution capability
• High adaptability in fast-paced environments
• Strong problem-solving and conflict resolution skills

Benefits

• HMO coverage (with dependents upon regularization)
• Life and accident insurance
• Competitive salary with performance incentives
• Paid leaves and holiday pay
• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
• Career growth and leadership development programs

Why Join Us

• Exposure to global clients and diverse industries
• Opportunities to lead large-scale operations and transformation projects
• Strong focus on continuous improvement and innovation
• Clear career progression and leadership development pathways