Senior Operational Leader

7 days ago

Ayala Alabang, National Capital Region, Philippines beBeeOperations Full time
Job Title: Operations Manager

This is a senior leadership position responsible for overseeing the daily activities of multiple teams or a significant operational segment, ensuring the efficient delivery of services, consistent achievement of client Service Level Agreements (SLAs), and continuous improvement of operational processes.

The Operations Manager will lead, mentor, and develop a team of Team Leaders and frontline staff, drive performance excellence, foster a positive work environment, and ensure alignment with both company and client strategic objectives.

Job Description:
  • Operational Leadership & Performance Management:
    • Oversee daily operations, ensuring the consistent delivery of high-quality services and the achievement of all client SLAs and internal KPIs.
    • Develop, implement, and monitor operational strategies to optimize efficiency, reduce costs, and enhance service delivery.
    • Conduct regular performance reviews with Team Leaders and analyze team performance data to identify trends, areas for improvement, and training needs.
    • Implement performance improvement plans for individuals and teams to ensure targets are met or exceeded.
  • Team Management & Development:
    • Lead, mentor, and coach Team Leaders and other direct reports, fostering their professional growth and leadership capabilities.
    • Manage staffing levels, including recruitment, onboarding, training, retention, and performance management processes.
    • Foster a positive, collaborative, and high-performing work environment that encourages employee engagement and development.
    • Conduct regular team meetings and one-on-one sessions to communicate goals, provide feedback, and address concerns.
  • Process Optimization & Quality Assurance:
    • Continuously review and analyze operational workflows and processes to identify bottlenecks, inefficiencies, and opportunities for automation or improvement.
    • Implement best practices and process enhancements to streamline operations and elevate service quality.
    • Ensure adherence to established quality standards, operational procedures (SOPs), and client-specific guidelines.
    • Collaborate with Quality Assurance and Training teams to identify gaps and implement corrective actions.
  • Client Relationship & Stakeholder Management:
    • Serve as a key point of contact for client operational matters, ensuring client satisfaction and proactive issue resolution.
    • Participate in client business reviews, presenting operational performance, insights, and improvement initiatives.
    • Collaborate effectively with cross-functional departments to ensure seamless operations and support.
  • Reporting, Analysis & Compliance:
    • Prepare and present comprehensive operational reports, including performance metrics, financial data, and strategic insights, to senior management and clients.
    • Analyze complex data to identify root causes of performance issues and formulate actionable solutions.
    • Ensure all operational activities comply with company policies, client agreements, and relevant industry regulations.
    • Manage operational budgets, resource allocation, and forecasting to meet business objectives.

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