Senior Operations Manager

2 weeks ago

Manila, National Capital Region, Philippines enablesGROUP Full time

Key Responsibilities:

As a Senior Operations Manager, you will oversee a team of 200+ employees, ensuring operational excellence, client satisfaction, and end-to-end SLA compliance. You will play a pivotal role in driving performance, managing client relationships, and implementing strategic initiatives to achieve business goals.

  1. Team Leadership & Management
    • Directly manage team leaders, and support staff, ensuring performance aligns with company and client objectives.
    • Foster a culture of excellence, collaboration, and accountability across the team.
  1. Operational Excellence
    • Develop and execute operational strategies to achieve KPIs and SLA metrics.
    • Work closely with the Head of Operations to achieve Quantitative and Qualitative targets specified by the Client.
    • Monitor and analyze performance data, identifying areas for improvement and implementing corrective actions.
    • Establish innovative systems and procedures for handling data & reports and continuously improvise on them.
    • Drive process optimization and innovation to enhance productivity and quality.
    • Regularly assess training needs to fill gaps in performance.
  1. Client Management
    • Act as the primary point of contact for the Client, maintaining strong, professional relationships with key stakeholders.
    • Ensure timely communication and alignment with the Client on deliverables, updates, and issue resolution.
  1. SLA Management
    • Oversee the end-to-end management of service level agreements (SLAs), ensuring all commitments are met or exceeded.
    • Conduct regular reviews with the client to provide updates on performance and identify improvement opportunities.
  1. Resource Planning
    • Manage operational budgets, ensuring cost efficiency while maintaining quality standards.
    • Plan workforce requirements and optimize resource allocation based on business needs.

Qualifications:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • 5+ years in the BPO industry (International or Local campaign), with at least 3 years in a senior management role.
  • Proven experience managing large teams (200+ employees).
  • Strong background in client management and SLA adherence.
  • Exceptional leadership and people management abilities.
  • Excellent communication and relationship-building skills.
  • Passionate in providing efficient and positive client management experience.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Ability to use and learn proprietary software systems.
  • Willingness to undertake additional projects and responsibilities from time to time.
  • Ability to multitask in a fast-paced environment.
  • Ability to collaborate and work with all stakeholders.
  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
  • Must be willing to report on site (3x onsite per week minimum).

Work Location / Working shifts: Shifting Schedule: PH Business Hours Work Set up: Hybrid [3x onsite | 2x WFH per week]

Work Location: Client Sites & HQ (Marikina, Greenfield and Ortigas)

KEY COMPETENCIES DESIRABLE:

  • Decision Making: Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making.
  • Customer Focus: Delivers a customer-centric culture in the organization. Proactively anticipates and provides holistic solutions to delight customers. Responds to customer expectations and improves customer satisfaction indices (CSI) better than the market.
  • Business Acumen: Is passionate about maximizing area of operation's contribution to the business profitability and growth. Does not lose sight of the commercial impact of actions.
  • Ownership & Accountability for Results: Demonstrates ownership for goals. Drives self and others to achieve desired results. Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.
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