Group Manager/Sr. Operations Manager

2 weeks ago


Iloilo City, Philippines WNS Careers - Philippines Full time

Job Summary

We are seeking experienced Group Manager/Sr. Operations Manager to oversee teams and leaders. This role is responsible for managing Operations Managers and Supervisors, driving performance across accounts, and ensuring service delivery meets clients experience.

Key Responsibilities
  • Lead and mentor Operations Managers and Supervisors.
  • Oversee day-to-day performance across multiple teams/accounts.
  • Ensure KPIs, SLAs and client requirements are consistently achieved.
  • Partner with support functions (QA, Training, Workforce, HR) for smooth operations.
  • Analyze performance trends, identify gaps, and implement action plans.
  • Drive employee engagement, talent development, and succession planning.
  • Represent operations in client and leadership meetings.
Qualifications
  • At least 6 to 7 years operations leadership experience in BPO setting.
  • Excellent people management, analytical, and client-facing skills.
  • Willing to relocate in Iloilo City. Amenable to work onsite.
  • Flexible to work on shifting schedules.
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