Job Description

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

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

People Management

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

Client & Stakeholder Management

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

Process Improvement & Strategy

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

Performance & Reporting

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

Qualifications

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

Skills & Competencies

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

Key Performance Indicators (KPIs)

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  SLA & KPI adherence
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  Customer Satisfaction (CSAT/NPS)
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  Productivity & Utilization
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  Quality Scores
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  Attrition & Employee Engagement
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  Financial targets (cost, revenue, margin)

Benefits

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

Why Join Us

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