We're Hiring: Operations Manager - BPO
Work Where People Matter
At Tech Mahindra Philippines, we're more than just a BPO we're a Certified Great Place to Work where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.
Why You'll Love It Here
- Growth you can see promotions and career paths await
- Learning that sticks trainings to sharpen your skills
- A workplace that cares inclusive, supportive, and people-first
- Health coverage you can count on
- Rewards when you refer friends to join the team
- Day 1 HMO, Phone Allowance, Data Allowance, Leave Credits
Your Day-to-Day
- Contribute to organizational planning and strategy as a member of the management team.
- Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs.
- Lead multiple programs or LOBs, including Profit & Loss accountability.
- Act as site POC and oversee business continuity requirements.
- Increase efficiency of support functions through coordinated cross-team improvements.
- Implement and oversee the quality of deliverables; manage team relationships to ensure exceptional performance.
- Establish operational objectives and delegate assignments to subordinate leaders.
- Lead complex client engagements involving the design and implementation of business solutions.
- Perform any tasks required by leadership.
- Serve as the primary operations owner for launching and stabilizing the new account.
- Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows.
- Drive client calibration rituals, success metrics definition, and performance governance (daily/weekly/monthly cycles).
- Oversee all pilot readiness components: hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness.
- Develop risk mitigation strategies, launch timelines, and cross-functional execution plans.
What We're Looking For
- Bachelor's degree required.
- 78 years of related experience in operations management.
- Minimum 23 years managing Supervisors, Team Leads, or Associate Managers.
- Experience in Customer Service or similar functions.
- Proven leadership in launching new BPO accounts, transitions, or pilot programs.
- Strong experience in client management, including executive communication and hosting client visits.
- Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account.
- Experience in continuous improvement frameworks (Lean Six Sigma preferred).
- Familiarity with HRIS/HCM, payroll, or SaaS support environments (UKG, ADP, Workday, etc.) highly preferred.
- Ability to work with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to execute launch objectives.
- Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.
- Excellent documentation, compliance awareness, and audit-readiness discipline.
- High executive presence
Work Setup
Location: Quezon City, National Capital Region, Philippines
Shift: Shifting schedule (On-site)
About Tech Mahindra Philippines
We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.
Your Next Move
If you're ready for a role where you can grow, make a difference, and enjoy the ride we'd love to meet you. Apply today and let's get started.
