Job Description

Work Setup: Onsite (McKinley, Taguig)

Operations Manager brings visionary, hands-on leadership to CE support, driving scalable delivery, nurturing leadership talent, and ensuring consistently outstanding service. This pivotal role expertly manages end-to-end operations while perfectly syncing people strategies with client objectives.

Key Responsibilities:

• Lead vibrant CE teams and Assistant Managers across Tier 1-3 operations, motivating excellence at every level.
• Oversee and elevate key performance indicators including SLAs, CSAT, quality, cost, and team development.
• Champion innovative operational strategies, fueling continuous improvement and enhanced efficiency throughout.
• Act as the senior escalation point, confidently handling critical operational, client, or delivery challenges.
• Collaborate closely with senior leaders in Recruitment, HR, Workforce, QA, and Product to align objectives and amplify impact.
• Cultivate leadership growth and succession planning to build a resilient, future-ready CE operations team.

Qualifications:

• Bachelor’s degree
• Minimum 24 months experience as an Operations Manager or equivalent.
• Demonstrated success in leading large BPO teams through multiple leadership layers.
• Expertise in driving performance management, ensuring robust governance, and delivering exceptional service quality.

Core Competencies:

• Driving visionary leadership and flawless execution
• Seamlessly collaborating with cross-functional stakeholders
• Harnessing business insights through performance analytics
• Expertly navigating change and mitigating risks