Job Description
Job Title: Operations Manager Philippines BPO Location: Philippines (On-site/Hybrid) Reports to: General Manager Direct Reports: Transition/Onboarding Coordinator, Compliance Officer (indirect), Team Leads
Job Purpose
To ensure seamless, compliant, and high-quality operations for the Philippines business unit while delivering an outstanding experience for both staff and broker clients. The role combines compliance oversight, recruitment & onboarding leadership, new-account management, and continuous improvement of staff performance and satisfaction.
Key Responsibilities & Duties
1. Compliance Oversight
- Maintain full compliance for the Philippines business entity across all regulatory and operational requirements.
- Oversee and renew operating licenses, HR/legal requirements (DOLE, BIR, SSS, PhilHealth, Pag-IBIG, etc.), and Health & Safety standards.
2. Talent Acquisition & Onboarding
- Monitor new account pipeline along with exiting account and staff to forecast recruitment and onboarding activity.
- Partner with Pierian talent acquisition team to promote and identify talent in response to staffing needs
3. New Account Onboarding & Ramp-Up
- Conduct introductory calls with brokers/accounts alongside the Transition Manager.
- Closely monitor the first 90 days of every new group/account, tracking staff performance, referral volume trends, and overall fit.
4. Ongoing Account & Staff Management
- Hold regular huddle meetings with staff to gather feedback on challenges and support needs.
- Consolidate feedback and collaborate with Support, Training, and QA teams to design and deploy solutions.
- Oversee the creation and execution of individual staff development plans.
5. Administrative & Financial Alignment
- Review and approve leave registers and client invoicing to ensure accuracy and alignment with attendance and contract terms.
- Share required financial data with Pierian India for maintenance of books and other financial reports
