Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.
At Symbos, we build connected customer experiences through people, technology and operational excellence.
Australian-founded and rapidly growing in the Philippines, Symbos partners with organisations across customer experience, technology and business services. We are building a team of leaders who thrive in growth environments, believe in developing people and are excited by the opportunity to help shape what great looks like from the ground up.
About The Client
Our client is a leading Australian service organisation that supports families and communities through essential child-focused programs delivered across a large national network.
Operating in a highly customer-focused environment, the organisation manages services that require strong operational discipline, responsive support teams and a commitment to delivering positive customer experiences at scale.
This is a fast-paced, high-volume operation where service quality, operational efficiency and people leadership play a critical role in business success.
The Opportunity
We are looking for an experienced Senior Operations Manager to lead end-to-end service delivery across multiple lines of business within a fast-paced BPO environment.
Supporting a large-scale Australian client, you will be responsible for operational excellence, client partnership, financial performance and the development of high-performing leadership teams. You will lead Operations Managers, Team Leaders and support functions while ensuring service levels, customer outcomes and client commitments are consistently achieved.
This role suits a leader who can balance strategic thinking with hands-on operational involvement. You will help stabilise and scale operations, strengthen leadership capability and build the foundations needed to support sustainable growth.
What Sets This Role Apart
- Lead multiple programs or lines of business supporting a highly visible Australian client
- Influence operational strategy, leadership standards and service delivery practices
- Partner closely with senior client and internal stakeholders
- Shape a culture of ownership, accountability and continuous improvement
- Lead transformation initiatives involving process optimisation, automation and technology adoption
- Develop Operations Managers and future leaders across the business
- Make a direct impact on customer outcomes, commercial performance and program growth
Key Responsibilities
- Lead end-to-end operations across multiple programs or lines of business, ensuring service levels, productivity, quality, adherence and customer experience targets are consistently met or exceeded
- Translate client expectations and business requirements into clear operational priorities, plans and accountability measures
- Monitor trends, identify performance gaps and implement practical recovery plans
- Establish consistent operating rhythms, governance practices and performance review mechanisms
- Support the launch, transition, stabilisation and scaling of new or existing programs
- Provide clear leadership and direction to Operations Managers, Team Leaders and frontline teams
- Coach and develop operational leaders, establish succession plans and strengthen leadership pipelines
- Build trusted client partnerships through proactive communication, operational insight and reliable delivery
- Lead business reviews, operational reviews and significant client or operational escalations through to resolution
- Partner with Workforce Management, Quality, Training, Technology and other support functions to deliver coordinated solutions
- Monitor financial performance, including budgeting, forecasting, labour costs and cost control
- Identify opportunities to improve productivity and cost efficiency without compromising service quality or customer outcomes
- Lead initiatives focused on automation, process optimisation, workflow improvement and technology adoption
- Use operational data, quality insights and customer feedback to identify root causes and deliver measurable improvements
- Ensure compliance with company policies, client requirements and applicable regulatory standards
What We're Looking For
- At least 7 to 10 years of BPO, contact centre or customer operations experience
- At least 3 years of experience leading multiple programs, lines of business or client portfolios
- Proven experience leading Operations Managers, Team Leaders and frontline operations teams
- Strong understanding of service levels, productivity, quality, adherence, customer satisfaction and other contact centre metrics
- Demonstrated ability to lead, stabilise, grow or transform operational teams and programs
- Strong client and senior stakeholder management skills
- Experience managing budgets, forecasts, staffing costs and operational performance
- Proven ability to analyse operational data, identify root causes and implement measurable improvement plans
- Experience handling significant escalations and navigating complex operational challenges
- Strong people leadership capability with a focus on coaching, accountability and leadership development
- Commercial awareness and an understanding of how operational decisions affect service delivery and program performance
- Comfortable working in a lean or growing environment where priorities and processes continue to evolve
- Able to balance strategic leadership with hands-on operational involvement
- Bachelor's degree in Business, Operations, Management or a related discipline is preferred, although equivalent relevant experience will be considered
Nice to Have
- Experience supporting Australian customers, clients or business operations
- Experience leading large-scale customer service, contact centre or shared services operations
- Experience managing remote, hybrid, multi-site or geographically dispersed teams
- Experience launching, transitioning, stabilising or transforming programs
- Exposure to workforce planning, staffing strategy and operational forecasting
- Experience leading automation, process improvement or technology adoption initiatives
Who This Role Suits
You will likely enjoy this role if you:
- Have successfully led and scaled multiple programs or operational functions
- Enjoy creating structure and strengthening operations in growing environments
- Can move comfortably between strategic planning and day-to-day operational leadership
- Build strong relationships with clients, senior stakeholders and frontline teams
- Use data to make sound and practical decisions
- Enjoy developing leaders and building strong succession pipelines
- Take ownership of challenges and follow through on commitments
- Thrive in organisations that are growing and evolving
Application Process
If your experience aligns with the role, our Talent Acquisition team will connect with you for an initial discussion about your background, leadership experience and the opportunity.
Ready to lead at scale
Join a growing leadership team where you can shape operational standards, develop high-performing teams and deliver meaningful outcomes for our client and the customers they support.
Apply today and help shape the future of customer experience at Symbos.
