Work Setup: Onsite (McKinley, Taguig)
Job Summary:
Operations Manager brings visionary, hands-on leadership to CE support, driving scalable delivery, nurturing leadership talent, and ensuring consistently outstanding service. This pivotal role expertly manages end-to-end operations while perfectly syncing people strategies with client objectives.
Key Responsibilities:
- Lead vibrant CE teams and Assistant Managers across Tier 1-3 operations, motivating excellence at every level.
- Oversee and elevate key performance indicators including SLAs, CSAT, quality, cost, and team development.
- Champion innovative operational strategies, fueling continuous improvement and enhanced efficiency throughout.
- Act as the senior escalation point, confidently handling critical operational, client, or delivery challenges.
- Collaborate closely with senior leaders in Recruitment, HR, Workforce, QA, and Product to align objectives and amplify impact.
- Cultivate leadership growth and succession planning to build a resilient, future-ready CE operations team.
Qualifications:
- Bachelor’s degree
- Minimum 24 months experience as an Operations Manager or equivalent.
- Demonstrated success in leading large BPO teams through multiple leadership layers.
- Expertise in driving performance management, ensuring robust governance, and delivering exceptional service quality.
Core Competencies:
- Driving visionary leadership and flawless execution
- Seamlessly collaborating with cross-functional stakeholders
- Harnessing business insights through performance analytics
- Expertly navigating change and mitigating risks