Senior Operations Manager
Officium (BPO)
Date: 6 days ago
City: Manila
Contract type: Full time
Key Responsibilities
Strategic Leadership & Business Planning
Strategic Leadership & Business Planning
- Collaborate with the CEO to define and implement strategic plans for growth, expansion, and diversification of services.
- Identify new business opportunities, partnerships, or revenue streams to enhance scalability and market reach.
- Contribute to the development of business roadmaps, quarterly goals, and operational scorecards.
- Design and implement company-wide systems, workflows, and standard operating procedures (SOPs).
- Optimise internal processes to support efficient delivery, client satisfaction, and profitability.
- Oversee compliance, risk management, and operational alignment across departments.
- Lead, manage, and inspire a cross-functional team with clear targets, regular feedback, and a culture of accountability.
- Implement performance monitoring tools, KPIs, and metrics to measure individual and departmental success.
- Champion a culture of development, learning, and internal promotion where possible.
- Conduct ongoing analysis of business performance, client satisfaction, and operational costs to identify areas for improvement.
- Lead initiatives to implement automation, cost-saving solutions, and improved service workflows.
- Act as a troubleshooter to resolve roadblocks across the company in real-time.
- Support all departments (cleaning, maintenance, client relations, guest management, etc.) and offer leadership guidance when challenges arise.
- Take part in major operations decisions, systems transitions, or operational changes.
- Serve as a right-hand to the CEO or someone who can manage the business, supporting with strategic decision-making, client escalations, and external communications as needed.
- Leadership & Team Building: Demonstrated experience managing high-performing teams across different functions.
- Operations Mastery: Strong background in building and optimising operational systems in a growing business environment.
- Process Development: Skilled in designing, documenting, and enforcing SOPs across business units.
- Analytical Thinking: Capable of using data and insights to guide decision-making, set priorities, and measure success.
- Strategic Mindset: Understands how to align daily operations with long-term goals.
- Problem Solving: Calm under pressure with the ability to assess complex situations and act decisively.
- Project Management: Highly organised, deadline-driven, and able to manage multiple initiatives at once.
- People-First Mentality: Strong interpersonal skills, emotional intelligence, and a passion for helping others grow.
- More than 5 years of leadership experience in operations, business management, or similar senior roles.
- Background in property service accommodation, or service industries preferred but not required.
- Strong strategic thinking with a practical, hands-on approach to implementation.
- Demonstrated experience in business process design, SOP development, and performance improvement.
- Exceptional team leadership and people management skills.
- Strong communication and interpersonal skills.
- High level of accountability, integrity, and problem-solving ability.
- Experience in scaling operations or managing business growth is a strong advantage.
- Proficient in using project management tools, CRM systems, and productivity software.
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