Junior Operations Manager | Client Services & Account Leadership

We're Hiring: Junior Operations Manager | Client Services & Account Leadership

Job Summary:

The Business Partner – CRX Operations is a junior operations leadership role responsible for overseeing assigned CRX accounts across all delivery locations. Working with the scope and ownership expected of anOperationsManager, this role connects client expectations with operational execution, performance governance, contract compliance, and cross-functional delivery. The position suits an emerging leader with 2–3 years of relevant experience who can build trusted client relationships, make sound decisions in uncertain situations, and coordinate an effective response during operational or client-facing crises.

Responsibilities:

• Multi-Location Account Oversight:Oversee assigned CRX accounts across all delivery locations, ensuring aligned operating practices, clear ownership, and consistent service standards.
  
  

• Operational Performance:Monitorday-to-day delivery, capacity, productivity, quality, service levels, customer experience indicators, risks, and action plans; translate performance data into practical improvements.
  
  

• Client Relationship Management:Serve as a trusted operational contact for clients, lead governance discussions and business reviews, manage expectations, address concerns, and strengthen retention and partnership.
  
  

• Contract and Commercial Management:Understand the key obligations, scope, service levels, pricing assumptions, change controls, renewal dates, and dependencies within assigned client contracts; coordinate with Legal, Finance, Sales, and leadership on compliance, risks, and changes.
  
  

• Crisis and Escalation Management:Take control of operational disruptions and client escalations,establishfacts quickly, mobilize the right teams,maintaintimelystakeholder communication, and drive recovery, root-cause analysis, and preventive action.
  
  

• Team Leadership:Guideoperational leaders and team members through clear priorities, coaching, accountability, performance follow-through, and development, even when resources are not under direct reporting lines.
  
  

• Cross-Functional Coordination:Partner with Workforce, Recruitment, HR, IT, Learning, Quality, Finance, Commercial, and other teams to remove delivery barriers and meet client commitments.
  
  

• Change and Continuous Improvement:Support account launches, transitions, expansions, process changes, and improvement initiatives while balancing customer experience, employee experience, operational control, and commercial impact.
  
  

• Executive Reporting:Provide concise,accurateupdates on account health, key decisions, risks, commercial matters, and required support to clients and internal leadership.
  
  

Qualifications:

• Two to three years of relevant experience in BPO, customer experience, shared services, account management, client services, or operations; experience as a Team Leader, Assistant Manager, Junior Operations Manager, Account Lead, or similar role is preferred.
  
  

• Demonstrated capacity tooperateat anOperationsManager level of ownership, including performance governance, problem-solving, stakeholder management, and follow-through.
  
  

• Strong client-facing communication, presentation, negotiation, and relationship-management skills, with the confidence to handle difficult conversations professionally.
  
  

• Working knowledge of contracts, statements of work, SLAs, commercial terms, change controls, and governance; direct contract-management exposure is an advantage.
  
  

• Experience responding to escalations, service disruptions, or other high-pressure operational situations, with disciplined communication and recovery planning.
  
  

• High ambiguity quotient:able to create structure where information, ownership, or processes are incomplete; comfortable making reasoned decisions, testing assumptions, and adjusting quickly as factsemerge.
  
  

• Strong analytical judgment andproficiencyin operational reporting, spreadsheets, presentations, and performance dashboards.
  
  

• Able to influence across functions and locations without relying solely on formal authority.
  
  

• Based in the Philippines and able to support CRX accounts across locations and time zones, including occasional travel or schedule flexibility when business needs require.
  
  

Success Profile:This role is designed for a high-potential junior leader ready to broaden from team-level delivery into end-to-end account ownership. Success requires maturity beyond years of experience: commercial awareness, composure, curiosity, sound judgment, accountability, and a partnership mindset.

Eager to grow your career in operations Apply now and be part of our dynamic team!