Operations Manager (McKinley) | Onsite

Work Setup: Onsite (McKinley, Taguig)

Job Summary:

Operations Manager champions visionary and hands-on leadership for CE support, spearheading scalable delivery, fostering leadership growth, and guaranteeing unwavering service excellence. This role expertly oversees end-to-end operations while seamlessly aligning people strategies with client goals.

Key Responsibilities:

• Lead dynamic CE teams and Assistant Managers across Tier 1-3 operations, inspiring excellence at every level.
• Oversee and optimize key performance metrics such as SLAs, CSAT, quality, cost, and team growth.
• Champion operational strategies, driving continuous improvement and boosting efficiency across the board.
• Serve as the senior escalation point, expertly managing critical operational, client, or delivery risks with confidence.
• Partner closely with senior stakeholders in Recruitment, HR, Workforce, QA, and Product to align goals and maximize impact.
• Foster leadership development and succession planning to build a strong, 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