Operations Manager - BGC

Company Description

iOPEX Technologies is a new-generation digital service provider specializing in optimized Digital Engineering, Operations, and Studio Services. Renowned for its innovative solutions, the company is committed to helping businesses achieve seamless synergy between technology and operations, all while maximizing efficiency and minimizing costs. With its customer-centric approach, iOPEX has built a strong reputation as a trusted partner among Fortune 500 clients. The organization is both International Organization for Standardization (ISO) and PCI compliant, ensuring world-class service delivery that meets global quality standards. Headquartered in the Philippines, iOPEX is dedicated to creating value through strategic service delivery, innovative models, and operational excellence.

Role Description

This is a full-time, on-site role for an Operations Manager based in Taguig. The Operations Manager will be responsible for overseeing daily operations, implementing strategic initiatives, and ensuring operational processes run smoothly and efficiently. Responsibilities also include managing teams, monitoring performance metrics, developing and adjusting workflows, and ensuring overall client satisfaction. The role demands ensuring compliance with company policies and standards while fostering a collaborative and high-performing work environment.

• Oversee day-to-day operations across Sales, Customer Service, and Technical Support business units.
• Ensure delivery of KPIs, SLAs, and client expectations with consistent quality and efficiency.
• Implement operational strategies, process improvements, and performance frameworks to optimize productivity.
• Drive forecasting, capacity planning, and resource allocation across all supported business units.
  

• Lead, mentor, and develop supervisors, team leads, and frontline teams.
• Build a culture of accountability, collaboration, and high performance.
• Conduct regular performance reviews, coaching, and succession planning.
• Foster long-term retention and career progression for team members.
  

• Serve as the primary operational point-of-contact for internal and client-side stakeholders.
• Present business reviews, performance insights, and improvement roadmaps.
• Build strong, trust-based relationships with clients and partners.
  

• Analyze operational metrics, trends, and root-cause data to enhance performance.
• Prepare and present weekly/monthly business reports and dashboards.
• Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Ensure adherence to compliance, data security, and quality standards.
  

• Work with HR, Workforce Management, QA, Training, and Technology to synchronize business needs.
• Partner with Sales and Business Development on new transitions, expansions, and pilot programs.
  

• 7+ years of experience in operations management in a BPO or technology-driven environment.
• Strong leadership experience managing Sales Ops, Customer Service, and Technical Support teams.
• Demonstrated ability to stabilize teams and deliver long-term, consistent performance.
• Excellent communication, client management, and stakeholder engagement skills.
• Hands-on, data-driven, and results-focused management style.
• Experience with performance analytics, KPIs, and operational excellence frameworks.
• Bachelor's degree required; MBA or equivalent is a plus.
  

• A leader with long-term commitment and operational maturity.
• High emotional intelligence and ability to manage large, diverse teams.
• Strong decision-making and crisis management capabilities.
• Passion for developing people and building sustainable operations.
  

• Location: iOPEX Philippines BGC, Taguig
• Schedule: Full-time, onsite