Operations Manager (HCM Platforms), Quezon City

Company Profile: A Global Business Process outsourcing and technology transformation partner that helps firms accelerate their dual transition to a digital and sustainable future while making tangible difference for businesses and society.

Position: Operation Manager (HCM Platform)

Industry: BPO Company

Location: Eastwood, Quezon City

Schedule: Shifting Schedule (Morning, Mid, Night Shift)

Salary: Php 100,000 - Php 120,000 gross

Work Setup: Hybrid Set up (2x a week onsite / 3x from home)

Job Requirements:

• Bachelors Degree in any related field
• With at least 7 years in Operations Management.
• With 2 years specifically managing Supervisors or Team Leads.
• Proven track record in launching new BPO accounts or transitions.
• Deep competency in WFM forecasting, capacity planning, and cost modeling.
• Strong executive communication skills for hosting client visits and engagements.

Job Details:

• Lead the launch, stabilization, and pilot readiness of the new account.
• Create SOPs, governance structures, reporting models, and escalation matrices.
• Manage hiring waves, WFM staffing, nesting strategies, and IT readiness.
• Drive calibration rituals and define success metrics (Daily/Weekly/Monthly).
• Manage Associate Managers and Team Leads to exceed SLAs, KPIs, and P&L targets.
• Implement continuous improvement (Lean Six Sigma) to optimize support functions.
• Oversee business continuity and delegate operational objectives to subordinate leaders.