Manager-Partner Operations-Operations

2 weeks ago

Makati City, National Capital Region, Philippines ExlService Holdings, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

Job Description

Key Responsibilities:

Quality Assurance & Monitoring

  • Develop and implement quality assurance policies, procedures, and standards.
  • Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.
  • Ensure compliance with client-specific and internal quality benchmarks.
  • Conduct regular audits and provide actionable feedback to agents and team leaders.

Team Management

  • Lead, mentor, and manage a team of Quality Analysts.
  • Conduct regular cadence with internal stakeholders and clients .
  • Set performance goals and conduct performance reviews for QA team.

Reporting & Analysis

  • Analyze quality data and trends to identify areas of improvement.
  • Prepare and present quality reports to senior management and clients.
  • Track and report on key quality metrics such as CSAT, FCR, AHT, and QA scores.

Process Improvement

  • Identify process gaps and recommend improvements to enhance service delivery.
  • Collaborate with training and operations to address performance gaps.
  • Drive initiatives for continuous improvement and best practices.

Client Interaction

  • Act as a point of contact for client quality discussions and audits.
  • Ensure client expectations are met or exceeded in terms of quality standards.

Qualifications:

  • Bachelor's degree in any discipline (preferred: Business, Management, or related field).
  • A minimum of 10+ years of experience in Quality Assurance within a BPO environment.

At least 2 years in a managerial or supervisory role

  • Marine Assistant Operation Manager

    2 weeks ago

    Makati City, National Capital Region, Philippines Global Process Manager Inc. Full time $104,000 - $130,878 per year

    ExperienceMinimum of 7 years of related work experience in any related fields in vessel business operations, shipping operations, vessel navigation, and/or machinery.Experience in training/development, process management, and data management is an advantage.2 years in a leadership or Assistant Manager role, overseeing teamsExperienced in managing...

  • Learning & Development Advisor (Operations Support)

    2 weeks ago

    Makati City, National Capital Region, Philippines White & Case Global Operations Center Manila Full time $104,000 - $130,878 per year

    White & Case Global Operations Center (Manila) LLP is seeking a Learning and Development Advisor to drive impactful training initiatives across our global firm. You will support end-to-end training logistics, collaborate with cross-functional teams, and ensure seamless delivery via our LMS. Join us and help shape professional growth in a fast-paced, dynamic...

  • Assurance Manager

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines REMITLY PHL OPERATIONS INC Full time ₱900,000 - ₱1,200,000 per year

    Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the...

  • Medical Document Retrieval Specialist

    7 days ago

    Makati City, National Capital Region, Philippines Operations Army Full time ₱900,000 - ₱1,200,000 per year

    Medical Document Retrieval Specialist (Remote) Schedule: Full-Time | Monday - Friday, 9:00 AM - 5:00 PM ESTApply OverviewThe Medical Document Retrieval Specialist plays a pivotal role in the healthcare medical records retrieval process. As the first step in the workflow, this position ensures all requests are complete, accurate, and prepared for downstream...

  • HR Shared Services Transformation Manager

    1 week ago

    Makati City, National Capital Region, Philippines White & Case Global Operations Center Manila Full time $104,000 - $130,878 per year

    About the RoleThis role's internal job title is Manager, People Function Continuous Improvement.We are seeking an HR Shared Services Transformation Manager to lead HR process improvements and digital optimization within our People Function. You will play a strategic role in enhancing HR service delivery, leveraging Workday and ServiceNow, and embedding a...

  • Senior Assurance Manager

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines REMITLY PHL OPERATIONS INC Full time ₱1,500,000 - ₱2,500,000 per year

    Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been delivering on our promises to people who send money around the world. Today, we are reimagining global financial services to remove barriers and provide customers with trusted, accessible, and customer-centric financial solutions—no...

  • HRIS Time Management Analyst

    4 days ago

    Makati City, National Capital Region, Philippines White & Case Global Operations Center Manila Full time ₱1,500,000 - ₱3,000,000 per year

    About the RoleThe HRIS Time Management Analyst supports the Global HRIS team in managing Time & Absence systems. Reporting to the Manager of HRIS Data Management, you'll partner with HR Operations and technology vendors to enhance and maintain system solutions. This role focuses on vendor management, process improvement, and system development to deliver an...

  • Operations Manager

    5 days ago

    Makati City, National Capital Region, Philippines Pax8 Full time ₱1,500,000 - ₱3,000,000 per year

    No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.Culture is important to us, and at Pax8, it's business, and itISpersonal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.We Elev8 each other. We Advoc8 for our...

  • Operations Manager

    5 days ago

    Makati City, National Capital Region, Philippines Pax8 APAC Full time ₱1,200,000 - ₱2,400,000 per year

    No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.Culture is important to us, and at Pax8, it's business, and it IS personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.We Elev8 each other. We Advoc8 for our...

  • Operations Manager

    5 days ago

    Makati City, National Capital Region, Philippines Pax8 APAC Full time $70,000 - $120,000 per year

    No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.Culture is important to us, and at Pax8, it's business, and it IS personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.We Elev8 each other. We Advoc8 for our...