Job Title: Operations Director Telco and Media Account
Location: Alabang, Muntinlupa City (Work On-Site)
Department: Operations
Position Summary
The Senior Operations Manager will be responsible for leading and managing the overall operational performance of a large-scale Telecommunications and Media account within the organization. This position plays a critical role in driving operational efficiency, client satisfaction, and business profitability. The successful candidate will provide strategic direction, ensure compliance with contractual and service level requirements, and lead a high-performing team towards achieving business goals.
Key Responsibilities
- Provide strategic leadership and direction to ensure alignment with client and organizational objectives.
- Oversee daily operations to ensure achievement of KPIs and SLAs across all lines of business.
- Manage and strengthen client relationships through regular business reviews, performance reporting, and governance discussions.
- Drive operational excellence through effective resource management, process improvement, and performance monitoring.
- Lead financial performance for the account, including P&L management, budgeting, and cost optimization.
- Foster a culture of accountability, continuous improvement, and employee engagement across all levels of operations.
- Partner with cross-functional teams including HR, Training, Quality, and Workforce Management to deliver efficient and compliant operations.
- Ensure adherence to company policies, data privacy standards, and client-specific compliance requirements.
- Identify opportunities for innovation and operational scalability to support business growth.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related discipline; a Master's degree is an advantage.
- Minimum of 10 years of experience in BPO operations, with at least 5 years in a senior leadership capacity managing a telecommunications or technology account.
- Demonstrated success in managing large, multi-site operations with diverse service lines (voice and non-voice).
- Strong business acumen with proven experience in P&L management, forecasting, and strategic planning.
- Excellent communication, leadership, and stakeholder management skills.
- Proficient in operational analytics, performance management, and process optimization methodologies (e.g., Lean Six Sigma).
- Must be willing to work on-site in Alabang, Muntinlupa City.
What We Offer
- Competitive compensation and benefits package.
- Leadership opportunity within a dynamic, high-growth BPO organization.
- Exposure to a global telecommunications client and industry-leading practices.
- Career advancement in a collaborative and performance-driven environment.
