Operations Manager

We're Hiring: Operations Manager!

We are looking for a highly skilled and experienced Operations Manager to oversee our daily operations and ensure efficiency across all processes. The ideal candidate will have a proven track record in managing operational functions, optimizing workflows, and driving performance improvements.

Location: Manila, Philippines

Work Mode: Hybrid, 3 days in office (BGC, Metro Manila)

Role: Operations Manager

What You'll Do

• Strategic Leadership & Team Management: Lead, mentor, and develop a high-performing team of direct reports, providing ongoing training and performance management. Develop and implement best practices across assigned accounts, specifically within tech operations.
• Operational Excellence: Oversee daily operations, performance monitoring, and reporting (client scorecards, metrics management) and proactively identify and address operational challenges. Develop and implement strategies to improve efficiency and effectiveness in both inbound and outbound operations.
• Client Relationship Management: Build and maintain strong, collaborative relationships with key clients; consistently exceeding expectations and driving client satisfaction by proactive communication, regular performance reporting, and collaborative problem-solving.
• Cross-Functional Collaboration: Partner effectively with cross-functional teams (IT, Sales, Marketing, Finance, Legal) and stakeholders to ensure alignment and successful project delivery. This includes working closely with IT to troubleshoot technical issues and implement new technologies, and collaborating with Sales and Marketing to align contact center strategies with overall business objectives.
• Data-Driven Decision Making: Leverage advanced data analytics skills to identify trends, opportunities, and areas for improvement within business processes, and develop data-driven solutions to scale operations and ensure compliance.
  
  

What We’re Looking For

• Experience: Minimum of 6 years of experience in operations management or related field within a BPO environment, with a proven track record of success in large-scale transformational projects.
• Data Analytics: Proficiencyin data analysis and interpretation, with experience using various analytical tools and techniques. Experience with data visualization and reporting is a plus, with a focus on campaign performance analysis.
• Sales Operations Knowledge: Experience working on sales-related projects (e.g., e-commerce, quoting and ordering systems, pipeline management) is a plus.
• Leadership & Management: Proven ability to lead, mentor, and develop high-performing teams in a BPO environment. Exceptional client relationship management skills.
• Project Management: Deep understanding and practical application of project management methodologies (Agile, Waterfall) and tools.
• Technical Proficiency: Proficiency in Microsoft Excel and other relevant data analysis software.
• Cross-Functional Collaboration: Proven ability to work effectively with cross-functional teams and stakeholders.
  
  

Ready to drive operational excellence? Apply now and let's shape the future together!