Operations Manager (McKinley) | Onsite

About this role

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