Operations Manager, Quezon City

Job Description:

• Contribute to organizational planning and strategy as a member of the management team.
• Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs.
• Lead multiple programs or LOBs, including Profit & Loss accountability.
• Act as site POC and oversee business continuity requirements.
• Increase efficiency of support functions through coordinated cross-team improvements.
• Implement and oversee the quality of deliverables; manage team relationships to ensure exceptional performance.
• Establish operational objectives and delegate assignments to subordinate leaders.
• Lead complex client engagements involving the design and implementation of business solutions.
• Perform any tasks required by leadership.
• Serve as the primary operations owner for launching and stabilizing the new account.
• Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows.
• Drive client calibration rituals, success metrics definition, and performance governance (daily/weekly/monthly cycles).
• Oversee all pilot readiness components: hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness.
• Develop risk mitigation strategies, launch timelines, and cross-functional execution plans.

Job Qualifications:

• Bachelors degree required.
• 78 years of related experience in operations management.
• Minimum 23 years managing Supervisors, Team Leads, or Associate Managers.
• Experience in Customer Service or similar functions.
• Proven leadership in launching new BPO accounts, transitions, or pilot programs.
• Strong experience in client management, including executive communication and hosting client visits.
• Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account.
• Experience in continuous improvement frameworks (Lean Six Sigma preferred).
• Familiarity with HRIS/HCM, payroll, or SaaS support environments (UKG, ADP, Workday, etc.) highly preferred.
• Ability to work with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to execute launch objectives.
• Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.
• Excellent documentation, compliance awareness, and audit-readiness discipline.
• High executive presence