Set the Operating Standard for Enterprise Performance
Operational excellence becomes a competitive advantage when experienced leaders connect people, performance, and strategy. The Operations Manager strengthens service delivery, workforce effectiveness, and scalable operations while influencing client success and sustainable business growth. Lead complex BPO operations with international impact while expanding your leadership scope. With Emapta, Top 1% talent gains a Top 1% experience through premium benefits, global exposure, career stability, continuous development, work-life balance, and a long-term global career built for meaningful progression.
Job Overview
- Employment Type: Full Time
- Shift: Flexible graveyard shift within the 9:00 PM to 9:00 AM operating window
- Work Setup: Hybrid
Exciting Perks Await!
- Day 1 HMO
- Competitive Salary Package
- Fixed weekends off
- Hybrid work arrangement
- Prime office location in Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Paid annual leave with leave conversion benefits
- Employee engagement and wellness initiatives
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
Required
- 8+ years of BPO industry experience, including at least 5 years of direct operations management experience overseeing day-to-day operations, service delivery, team performance, and business results
- Experience leading multi-functional, remote, or geographically distributed teams, including coaching and developing high-performing teams
- Strong command of operational KPIs, SLAs/service levels, productivity, quality, workforce management, employee relations, and operational procedures
- Strong analytical and problem-solving skills, using business data to identify issues and inform decisions
- Excellent organizational, planning, prioritization, communication, presentation, client, and stakeholder management skills
- Proficiency in Microsoft Office applications and business reporting tools
Preferred
- Experience driving employee engagement, retention, organizational growth, operational scalability, and continuous improvement
- Exposure to Lean, Six Sigma, or other process improvement methodologies
- Experience managing client relationships and stakeholder expectations in service-driven environments
Your Daily Tasks
Operations & Performance
- Lead daily operations to achieve productivity, quality, service, and business objectives
- Monitor KPIs, SLAs, customer satisfaction, and operational performance to drive continuous improvement
- Identify and implement process improvements that enhance operational efficiency, scalability, and service delivery
- Leverage business data and analytics to support strategic decision-making and operational effectiveness
- Execute strategic initiatives while ensuring budget compliance
- Lead multi-functional, remote, and geographically dispersed teams to deliver consistent operational results and foster a high-performance culture
Leadership & People Management
- Build and sustain a positive, accountable, and high-performance culture
- Coach, mentor, and develop managers and employees to maximize individual and team performance
- Manage employee relations, performance management, and organizational change initiatives
- Oversee talent development, succession planning, onboarding, and career growth programs
Employee Engagement & Talent Development
- Drive employee engagement, recognition, and retention initiatives
- Partner with Talent Acquisition to support workforce planning and hiring strategies
- Support leadership development and continuous learning initiatives
Strategy & Business Growth
- Develop and execute operational strategies aligned with business objectives
- Partner with key stakeholders to support organizational growth, scalability, and operational readiness
- Lead strategic projects that improve operational performance, employee experience, and business outcomes
Financial & Resource Management
- Manage budgets, forecasts, staffing plans, and resource allocation
- Monitor operational expenses and identify cost optimization opportunities
- Ensure workforce capacity and operational continuity
Stakeholder Management
- Build strong relationships with clients, business leaders, and cross-functional partners
- Communicate operational performance, business risks, and strategic recommendations effectively
- Align stakeholders on business priorities and service commitments
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.
Apply now and experience the difference!
