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Operations Manager

3 months ago

Cebu City, Central Visayas, Philippines Wipro Full time

We at Wipro are looking for Operations Manager for Order Management/Email Management process at Cebu.

Educational Qualifications:

  • Bachelor's degree in business administration, Operations Management, or related field is preferred. Master's degree preferred.
  • Certifications in project management, Six Sigma, or other relevant areas are a plus

Experience: Minimum of 5 years of experience in operations management or related roles.

  • Supervised and directed service delivery operations to consistently meet contractual and SLA commitments.
  • Ensured strict adherence to contract terms and regulations, emphasizing comprehensive contract compliance.
  • Maintained a vigilant focus on achieving all SLA parameters within the assigned account.
  • Assessed and took proactive measures, including systemic changes, based on internal and external audit findings to prevent major non-compliance issues.
  • Monitored and evaluated project performance across multiple delivery locations and parameters to ensure on-budget and timely delivery without compromising quality.
  • Managed incorporation of service credits, performance incentives, penalties, and penalty waivers into invoices.
  • Analyzed delivery dashboards and management information systems (MIS) across accounts to track progress, predict performance trends, and identify potential concerns.
  • Shared comprehensive account performance data, encompassing operational, quality, and fulfillment parameters, with internal/external stakeholders and senior leadership.
  • Orchestrated regular invoicing in alignment with contractual terms and performance benchmarks.
  • Facilitated the resolution of technical and operational issues, addressing complex project escalations, risks, and early warning signs to prevent revenue loss.
  • Offered guidance and expertise to service delivery managers in resolving daily technical or operational challenges.
  • Acted as the primary point of escalation for issues beyond the service lines' scope.
  • Advised service line managers on technical or operational issue resolution.
  • Managed resource allocation by ensuring seamless client transition, optimal manpower levels, and appropriate skill sets for successful project execution.
  • Monitored and evaluated resource planning and fulfillment to align with account needs and delivery costs.
  • Oversaw the establishment, leadership, and development of a skilled account delivery team.
  • Strategically scheduled training batches to support client deliveries during critical periods.
  • Implemented retention strategies through relevant training and certifications for allocated resources.
  • Collaborated with designated Six Sigma black belts to obtain feedback on account performance and drove continuous improvement initiatives.
  • Led efforts in continuous improvement, proposing initiatives to boost revenue and enhance profit margins.
  • Presented business cases for improvement initiatives to clients for buy-in, when necessary.
  • Enforced a structured cadence for quality, both in processes and transactions.
  • Held regular meetings with clients and delivery teams, focusing on status updates, service level reviews, improvement discussions, and change control.
  • Contributed to revenue growth and profitability by meeting established revenue targets, identifying opportunities for new technology deployment, and proposing growth solutions within existing accounts.
  • Ensured superior service delivery for all products and solutions, striving to achieve approved margin objectives and enhance account profitability.
  • Monitored and addressed financial aspects of accounts to rectify discrepancies and anomalies.
  • Supported Business Head in identifying new opportunities for deploying new technologies, growth solutions, and services within the current client base.
  • Recognized alignment between our portfolio offerings and client business needs, prioritizing and qualifying new opportunities.
  • Managed a portfolio of top-tier client accounts, serving as the main relationship owner responsible for retention and expansion.
  • Orchestrated efficient client onboarding, presenting content strategies and annual delivery plans.
  • Collaborated with the process excellence team to integrate key initiatives into the account strategy, such as Digital and Automation.
  • Provided direction to the team, ensuring alignment with targets through regular calls and adjusting strategies as required.
  • Led the oversight and management of the Profit and Loss (P&L) for the service delivery operations, ensuring financial targets were consistently met or exceeded.
  • Engaged with client leadership to provide updates on account plans, project progress, and more.
  • Attended and facilitated Steering Committee meetings or Client Review meetings to review project dashboards, address escalations, and ensure customer satisfaction.
  • Spearheaded Delivery Transformation initiatives by promoting automation and innovation.
  • Led the deployment of automation-based solutions and service enhancements to add value for clients.
  • Focused on capability development by driving client-specific certifications and training programs.
  • Co-created capability enhancement initiatives with clients, targeting frontline staff and supervisors.
  • Conducted dedicated, tailored training for employees in skill development, soft skills, and leadership.
  • Prioritized employee growth to enhance retention and reduce turnover.
  • Managed resources by hiring the right individuals for the team.
  • Implemented robust talent management practices, ensuring thorough onboarding and training for team members to enhance their capabilities.
  • Addressed team attrition and worked on promoting diversity in leadership roles.

Wipro Philippines Inc. is one of the world's leading IT and BPO organization with approximately 100,000 employees spread across India and the globe and revenue of approx $5.0 billion in IT, BPO and R&D services (Wipro Limited).

Wipro Limited is a global information technology, consulting and outsourcing company with 1.5 lac employees serving clients in 175+ cities across six continents.

Wipro BPS, the outsourcing arm of the $7.5 Bn. Wipro Ltd. is a global leader in providing next generation business process services to global enterprises.

Our services span industries such as Telecom, Media, Aviation, Technology, Retail, Banking, Financial services, Manufacturing, Healthcare, Pharma, Insurance, Energy & Utilities and Travel & Transportation

Rated as India's most valuable IT Outsourcing and Business Process Outsourcing Company.

Client base includes over 200 Fortune and 1000 Global firms across Americas, Europe, and Japan

CAGR of 36.5% in the last 5 years with 61 years track record of growth and profitability

Part of NYSE's TMT (Technology-Media-Telecom) Index

Wipro BPO currently manages over 115 different processes on behalf of 40 clients across geographies.

Total of 15 delivery centers located in Brazil, China, Mexico, India, Poland, Romania, US and the Philippines

Wipro BPS Philippines has offices located in Manila and Cebu. It was awarded the 'Best New BPO Locator' for the year 2009 by BPAP and is an ISO 9001 and ISO 27001 certified company.

Our achievement has been possible with Wiproites leading the way focusing on three main principles: Intensity to Win, Act with Sensitivity, and Unyielding Integrity.

Interested candidates are encouraged to APPLY ONLINE.

For more information about Wipro, please visit or

Wipro Philippines Inc. is one of the world's leading IT and BPO organization with approximately 100,000 employees spread across India and the globe and revenue of approx $5.0 billion in IT, BPO and R&D services (Wipro Limited).

Wipro Limited is a global information technology, consulting and outsourcing company with 1.5 lac employees serving clients in 175+ cities across six continents.

Wipro BPS, the outsourcing arm of the $7.5 Bn. Wipro Ltd. is a global leader in providing next generation business process services to global enterprises.

Our services span industries such as Telecom, Media, Aviation, Technology, Retail, Banking, Financial services, Manufacturing, Healthcare, Pharma, Insurance, Energy & Utilities and Travel & Transportation

Rated as India's most valuable IT Outsourcing and Business Process Outsourcing Company.

Client base includes over 200 Fortune and 1000 Global firms across Americas, Europe, and Japan

CAGR of 36.5% in the last 5 years with 61 years track record of growth and profitability

Part of NYSE's TMT (Technology-Media-Telecom) Index

Wipro BPO currently manages over 115 different processes on behalf of 40 clients across geographies.

Total of 15 delivery centers located in Brazil, China, Mexico, India, Poland, Romania, US and the Philippines

Wipro BPS Philippines has offices located in Manila and Cebu. It was awarded the 'Best New BPO Locator' for the year 2009 by BPAP and is an ISO 9001 and ISO 27001 certified company.

Our achievement has been possible with Wiproites leading the way focusing on three main principles: Intensity to Win, Act with Sensitivity, and Unyielding Integrity.

Interested candidates are encouraged to APPLY ONLINE.

For more information about Wipro, please visit or

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What can I earn as an Operations Manager

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