Director of Operations

1 week ago

Muntinlupa, Philippines eClerx Full time

Director of Operations eClerx Muntinlupa City, National Capital Region, Philippines Operations Director – Telco and Media Account Location: Alabang, Muntinlupa City (Work On-Site) Department: Operations Reports To: Vice President – Operations / Country Head Position Summary The Operations Director will be responsible for leading and managing the overall operational performance of a large-scale Telecommunications and Media account within the organization. This position plays a critical role in driving operational efficiency, client satisfaction, and business profitability. The successful candidate will provide strategic direction, ensure compliance with contractual and service level requirements, and lead a high‑performing team towards achieving business goals. Key Responsibilities Provide strategic leadership and direction to ensure alignment with client and organizational objectives. Oversee daily operations to ensure achievement of KPIs and SLAs across all lines of business. Manage and strengthen client relationships through regular business reviews, performance reporting, and governance discussions. Drive operational excellence through effective resource management, process improvement, and performance monitoring. Lead financial performance for the account, including P&L management, budgeting, and cost optimization. Foster a culture of accountability, continuous improvement, and employee engagement across all levels of operations. Partner with cross‑functional teams including HR, Training, Quality, and Workforce Management to deliver efficient and compliant operations. Ensure adherence to company policies, data privacy standards, and client‑specific compliance requirements. Identify opportunities for innovation and operational scalability to support business growth. Qualifications Bachelor’s degree in Business Administration, Management, or a related discipline; a Master’s degree is an advantage. Minimum of 10 years of experience in BPO operations, with at least 5 years in a senior leadership capacity managing a telecommunications or technology account. Demonstrated success in managing large, multi‑site operations with diverse service lines (voice and non‑voice). Strong business acumen with proven experience in P&L management, forecasting, and strategic planning. Excellent communication, leadership, and stakeholder management skills. Proficient in operational analytics, performance management, and process optimization methodologies (e.g., Lean Six Sigma). Must be willing to work on‑site in Alabang, Muntinlupa City. What We Offer Competitive compensation and benefits package. Leadership opportunity within a dynamic, high‑growth BPO organization. Exposure to a global telecommunications client and industry‑leading practices. Career advancement in a collaborative and performance‑driven environment. #J-18808-Ljbffr

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