Job Title: Operations Manager
Department: Operations / Service Delivery
Location: Hybrid Manila
Employment Type: Full-time
Reporting To: Program Director / Head of Operations
Role Overview
We are seeking an experienced Operations Manager to lead service delivery within a BPO/shared services environment. This role is responsible for driving operational performance, managing client expectations, leading high-performing teams, and ensuring delivery against service level agreements (SLAs), quality standards, and business objectives.
The ideal candidate combines strong people leadership with data-driven decision-making and a continuous improvement mindset.
Key Responsibilities
Operational Delivery
- Oversee day-to-day operations to ensure achievement of KPIs, SLAs, productivity, and quality targets
- Monitor performance metrics and implement action plans to address gaps
- Manage resource planning, capacity utilization, and workflow optimization
- Drive continuous improvement initiatives to enhance efficiency and customer experience
- Manage escalations and resolve complex operational or client issues
Client & Stakeholder Management
- Serve as primary point of contact for client operational matters
- Participate in business reviews and present performance insights
- Align delivery strategy with client expectations and contractual commitments
- Collaborate cross-functionally with HR, IT, Finance, and Training teams
People Leadership
- Lead, coach, and develop Team Leaders and frontline staff
- Conduct performance reviews and talent development planning
- Foster a culture of accountability, engagement, and continuous learning
- Support workforce retention and employee engagement initiatives
Governance & Reporting
- Ensure compliance with company policies, security, and regulatory standards
- Maintain accurate operational reporting and documentation
- Monitor operational risks and implement mitigation plans
- Support audits and process validations as required
Business Growth Support
- Identify process improvement and optimization opportunities
- Support transitions, migrations, or ramp-up activities
- Contribute operational insights for business expansion initiatives
Qualifications
Required
- Bachelor's degree in Business, Management, or related field (or equivalent experience)
- 5+ years experience in BPO/shared services operations
- 3+ years leadership experience managing supervisors or teams
- Proven track record managing KPIs, SLAs, and client relationships
- Strong analytical, communication, and stakeholder management skills
Preferred
- Experience handling voice/contact center or back-office programs
- Exposure to transitions or process improvement projects
- Six Sigma / Lean / Operational Excellence training
Core Competencies
- Operational Leadership
- Client Focus
- Data-Driven Decision Making
- Team Development
- Strategic Thinking
- Communication & Influence
Why Join Us
- Opportunity to lead impactful service delivery initiatives
- Collaborative and growth-focused work environment
- Exposure to global clients and operational best practices
Apply today and be part of a team driving operational excellence and customer success.
