Senior Operations Manager

About the Role

We are seeking experienced and results-driven leaders to manage end-to-end operations within a dynamic BPO/shared services environment. This role is responsible for driving service delivery excellence, achieving client KPIs, leading high-performing teams, and ensuring operational efficiency across processes. The ideal candidate has strong exposure to outsourcing environments and a proven track record in stakeholder management and performance optimization.

Key Responsibilities

Operational Leadership

• Lead and oversee daily operations to ensure delivery of SLAs and KPIs

• Drive productivity, efficiency, and continuous improvement initiatives

• Manage P&L, cost optimization, and resource allocation

• Ensure compliance with internal policies, client requirements, and regulatory standards

People Management

• Lead, coach, and develop team leaders and frontline employees

• Build a high-performance culture through engagement, coaching, and succession planning

• Manage attrition, attendance, and overall team performance metrics

• Conduct performance reviews and implement development plans

Client & Stakeholder Management

• Act as the primary point of contact for clients and internal stakeholders

• Build strong client relationships and ensure high satisfaction (CSAT/NPS)

• Provide regular business reviews, reports, and insights

• Identify opportunities for account growth and expansion

Process Improvement & Strategy

• Drive Lean/Six Sigma initiatives and automation projects

• Analyze data to identify gaps and recommend solutions

• Lead transformation projects and process re-engineering efforts

• Support digital initiatives and innovation within operations

Performance & Reporting

• Monitor and report on KPIs such as AHT, CSAT, FCR, Quality, and Productivity

• Ensure accurate and timely reporting to leadership and clients

• Use analytics to drive decision-making and performance improvements

Qualifications

• Bachelor's degree required (Business, Management, or related field preferred)

• 5–12+ years of experience in BPO, shared services, or outsourcing industry

• At least 3–5 years in a leadership role (Team Lead / Manager / Senior Manager)

• Strong knowledge of operations management, service delivery, and client engagement

• Experience handling international accounts (US, UK, AU) is an advantage

• Exposure to Lean Six Sigma or process improvement methodologies is preferred

Skills & Competencies

• Strong leadership and people management skills

• Excellent communication and stakeholder management abilities

• Data-driven decision-making and analytical thinking

• Strategic mindset with execution capability

• High adaptability in fast-paced environments

• Strong problem-solving and conflict resolution skills

Benefits

• HMO coverage (with dependents upon regularization)

• Life and accident insurance

• Competitive salary with performance incentives

• Paid leaves and holiday pay

• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)

• Career growth and leadership development programs

Why Join Us

• Exposure to global clients and diverse industries

• Opportunities to lead large-scale operations and transformation projects

• Strong focus on continuous improvement and innovation

• Clear career progression and leadership development pathways