Operations Manager

Competencies (Primary) –

• Strong Service Delivery Management in a BPO / BPM environment
• Deep understanding of Customer Service operations (voice, email, back office)
• Experience supporting or managing Manufacturing‑aligned processes (order management, supply chain, production support, aftersales)
• Client relationship and stakeholder management at leadership level
• Process excellence (Lean, Six Sigma, Continuous Improvement)
• Financial acumen (P&L, margin management, cost optimization)
• People leadership and large‑team management
• Risk, compliance, and governance management

Locations – Panorama Tower, Manila, Philippines

Key Responsibilities –

• Own end‑to‑end delivery of Customer Service and Manufacturing support programs, ensuring SLA, KPI, and contractual commitments are consistently met.
• Act as the primary point of contact for client stakeholders, driving governance, cadence reviews, and executive communications.
• Lead and mentor Operations Team Leads, driving performance management, talent development, and succession planning.
• Drive continuous improvement initiatives across quality, productivity, automation, and cost optimization.
• Manage transition and transformation activities including new scope onboarding, scale‑up/down, and process re‑engineering.
• Ensure strong financial governance, including forecasting, budgeting, margin improvement, and cost controls.
• Partner closely with cross‑functional teams (HR, IT, Quality, Training, WFM, Finance) to ensure delivery stability and readiness.
• Mitigate delivery risks proactively and manage escalations to resolution.

Expectation from Role –

• Deliver stable, scalable, and high‑quality operations aligned to client business outcomes.
• Proactively identify risks, trends, and improvement opportunities and act with speed and ownership.
• Influence client decisions through data‑driven insights and operational maturity.
• Build a high‑performance culture focused on accountability, collaboration, and continuous learning.
• Successfully manage delivery through changing business priorities, volumes, and transformation agendas.
• Represent delivery leadership in internal and client forums with confidence and credibility.
• Should be open to work on any shifts as per business and client requirements. Work as per TCS working policy.
• This role is primarily onsite at the delivery center to enable effective collaboration and operational excellence, with expected support for Australia and New Zealand regions.