Job Title: Senior Manager for Operations
Skills: Multi-program or multi-account operations in a leadership capacity
Experience: Minimum 10 years of experience in BPO / shared services / operations management
Location: Muntinlupa, Philippines
We at Coforge are hiring Senior Manager for Operations with the following skillset:
- Strategic thinking and execution
- Executive-level communication and stakeholder management
- Data-driven decision making
- Risk management and governance
- Change management and transformation leadership
Responsibilities:
- Oversee delivery across multiple programs, ensuring consistent achievement of SLAs, KPIs, and contractual obligations.
- Drive standardization and scalability of process execution across programs.
- Leads business reviews (WBRs, MBRs, QBRs) with stakeholders.
- Identify risks proactively and implement mitigation and continuity plans.
- Ensure seamless coordination across functions to maintain service excellence.
- Act as the primary escalation point for concerns across programs.
- Build and maintain strong relationships with leadership (Directors and Senior Executives).
- Ensure ongoing alignment with client expectations and evolving requirements.
- Translate client needs into operational strategies and execution plans.
- Drive continuous improvement through process optimization and operational best practices.
- Establish and maintain standardized governance models and reporting cadence.
- Drive quality frameworks ensuring high accuracy, compliance, and customer satisfaction.
- Monitor and manage operational metrics (AHT, Quality, Productivity, Utilization, CSAT).
- Lead initiatives to enhance efficiency, consistency, and service quality.
- Lead and develop Operations Managers, Assistant/Deputy Managers, and Team Leaders
- Build a high-performance culture focused on accountability, engagement, and recognition.
- Drive attrition management, succession planning, and capability development.
- Ensure workforce alignment with volume forecasts and client demand.
- Enforce strict adherence to information security, confidentiality, and client-specific compliance policies.
- Ensure readiness for internal and external audits.
- Maintain robust documentation, SOPs, and version-controlled processes.
- Uphold zero tolerance for compliance breaches or conduct violations.
