Senior Operations Manager

1 day ago

Ayala Alabang, National Capital Region, Philippines eClerx Full time

Job Title:
Senior Operations Manager - Back Office

Location:
Alabang, Muntinlupa City (Work On-Site)

Department:
Operations

Position Summary

The
Senior Operations Manager
will be responsible for leading and managing the overall operational performance of a large-scale
financial 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.

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