Operations Manager (McKinley)

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

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