Sr. Operations Manager

Lead Operations with Balance and Impact

Be part of our client's team as a Sr. Operations Manager and take ownership of leading the Manila operations. You will ensure business objectives translate into effective operational plans, drive workforce engagement, and oversee performance and service delivery in alignment with global standards.

Career Snapshot

• Employment type: Full-time
  
  Shift: Day Shift
  
  Work setup: Onsite in Makati (first 6 months during probation; hybrid option available after)

Why You'll Love This Role

• Day 1 HMO coverage with free dependent
• Competitive salary package
• Opportunity for hybrid set-up after probation
• Prime Makati office location (easy access to MRT, restaurants, banks)
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 gym access (Ortigas & Makati) with personal trainer
• Exclusive lifestyle perks (hotel, dining, and more)
• Employee referral incentives
• Standard government and Emapta benefits
• 20 annual leaves (5 convertible to cash)
• Fun engagement activities
• Mentorship from global leaders
• Career growth opportunities
• Diverse and supportive workplace

What You Bring to the Table

• Minimum of 2 years of leadership experience
• Proven leadership of a large-scale campaign (>300 FTE) across distributed functions, influencing onshore and offshore stakeholders in managed and co-sourced environments
• Values-based leadership with a track record of building and fostering a high-performance culture
• Ability to develop collaborative and trusted relationships with senior stakeholders onshore and offshore to achieve strategic objectives
• Strong influencing skills with the ability to drive business outcomes even without direct resource control
• Advanced analytical skills with expertise in workforce forecasting, budgeting, and KPI management to establish a high-performing operations center
• Data-driven decision-making with a focus on continuous improvement
• Strategic mindset combined with a hands-on approach
• Experience leading large projects that drive business improvements involving multiple stakeholders and virtual teams onshore and offshore
• Experience coaching and mentoring team members to improve performance
• Strong knowledge of Philippine labor regulations with the ability to guide senior leaders in AU and Manila

Your Role in Action

• Support the translation of enterprise strategy into actionable operational plans and KPIs
• Collaborate with cross-functional leaders to align business objectives with customer experience standards
• Drive performance management, workforce engagement, and service quality across all teams
• Oversee budget planning, cost control, and resource allocation, including salary benchmarking and service fee management
• Take ownership of workforce forecasting, planning, and campaign-wide employee engagement activities
• Develop and test the Business Continuity Plan (BCP) for Manila operations
• Work with Australian and Manila stakeholder groups to ensure Manila culture aligns with the Australian team and reflects a One Team mindset
• Drive the annual performance appraisal process and outcomes
• Define the leadership development roadmap for Manila leaders and provide coaching and mentoring support
• Lead engagement with Emapta to ensure a strategic and collaborative relationship is in place
• Set standards for Manila operations and enforce them with AU and Manila leadership to establish a high-performing operation
• Manage the Emapta relationship in Manila, including participation in the Monthly Business Review
• Participate in strategic governance by presenting performance updates, KPI progress, and resource and talent needs
• Oversee escalation patterns and organizational blockers, and facilitate resolution of concerns between AU and MNL teams
• Lead the Workforce Planning team to prepare accurate forecasts, translate them into workforce schedules, and provide monthly reporting on metrics
• Provide real-time analyst support to Manila leaders for intra-day workforce management
• Own employee engagement initiatives including calendar, activities, surveys, and quarterly/annual awards
• Plan and run Town Halls in coordination with AU and Manila leadership teams
• Run the annual appraisal process and ensure accuracy and timeliness of data and outcomes
• Identify, draft, and implement HR policies with AU and Emapta leadership; maintain a policy register
• Support disciplinary management processes, ensuring SLA compliance and representing the client in tribunals as needed
• Provide input into the Employee Value Proposition and ensure it is reflected in recruitment, site setup, and engagement activities
• Ensure Manila sites are set up to support business objectives and reflect the Employee Value Proposition (branding, IT, physical security, seating, etc.)
• Drive Emapta to meet recruitment timeframes
• Ensure teams report incidents to Emapta and client IT teams, and ensure Emapta prepares monthly incident reports with cause, impact, and lessons learned
• Collaborate with AU leaders on risk register reviews and change management efforts
• Act as Manila lead for new AU policies, restructures, or major operating model shifts
• Provide oversight of Manila teams and other teams without a dedicated Program Manager

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra