Head of Operations

2 days ago

Manila, National Capital Region, Philippines Nezda Global Full time ₱2,990,000 - ₱3,990,000 per year

About the Role

The VP – Voice Operations is responsible for driving operational excellence, profitability, and client satisfaction across large-scale voice programs. You will manage senior leaders, own the P&L, and ensure KPIs are consistently met or exceeded.

Key Responsibilities

  • Lead ~800–2,000 FTEs across multiple customer service, sales, or tech support programs
  • Drive KPI performance (CSAT, NPS, AHT, FCR, utilization, attrition)
  • Build and mentor a strong leadership pipeline (Directors, Senior Managers, Ops Managers)
  • Own P&L accountability: cost control, revenue optimization, and margin delivery
  • Partner with clients and internal stakeholders to ensure SLA commitments are met
  • Introduce process improvement, automation, and digital adoption initiatives
  • Represent operations leadership in client reviews, QBRs, and governance meetings

Must-Have Qualifications

  • 15+ years of BPO operations experience
  • 5+ years in a senior leadership role managing 1,000+ FTEs
  • Proven expertise in voice operations (customer service, sales, or technical support)
  • Demonstrated P&L management experience
  • Strong client and stakeholder management skills

Good-to-Have

  • Multi-site or regional operations leadership experience
  • Lean Six Sigma Green/Black Belt certification
  • Experience with global clients (US/UK/Australia)
  • Exposure to automation and digital transformation initiatives

Why Join Us

  • Lead one of the largest operations teams in the industry
  • High-impact executive role with significant visibility
  • Competitive monthly package of PHP 250K–330K
  • Hybrid work arrangement in Metro Manila

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