Senior Manager, Operations

About the Role

The
Senior Manager, Global Program Head
- is a high-visibility, single

point of accountability for the operational execution, financial management, and client

satisfaction of the entire (LNR) global engagement.

This leader will act as the Head of Delivery, responsible for managing a large, multi-geography

team of ~500 FTEs and overseeing 12 distinct projects. They will be the key driver of

operational excellence, process transformation, and will manage the commercial health of the

account under the guidance of a higher-level executive (e.g., AVP/VP).

Core Responsibilities

Operations & Program Leadership

• Large-Scale Delivery Oversight:
  Direct and unify the delivery operations for ~500 FTEs across key locations:
  India, Nicaragua, Vietnam, and the Philippines.
• Portfolio Management:
  Own the successful execution, quality, and timely delivery of all 12 projects within the LNR portfolio, ensuring alignment with client expectations and contractual KPIs/SLAs.
• Efficiency & Gap Identification:
  Proactively identify operational gaps and bottlenecks. Design, champion, and drive the implementation of efficiency initiatives (e.g., automation, process improvement) to enhance productivity and reduce cost-to-serve.
• Technical & Analytical Proficiency:

Proficient in data manipulation and analysis tools (e.g., SQL, advanced Excel).

Experience with data scraping, extraction methodologies, and handling large datasets.

Ability to translate complex data into actionable insights and compelling visualizations.

• Governance Implementation: Translate executive strategy into operational reality by creating, implementing, and enforcing organizational governance (policies, standardized reporting, quality frameworks) across all delivery sites.

Financial & Commercial Management

• P&L Management (Direct Experience Required):
  Directly manage the account P&L, including diligent expense control, headcount management, and forecasting. Actively monitor financial performance to ensure revenue targets, margin goals, and budget adherence are met.
• Profitability Focus
  : Drive cost optimization efforts across the global footprint to ensure the long-term profitability and commercial health of the portfolio.

Client & Stakeholder Management

• Primary Client Interface
  : Serve as the day-to-day lead point of contact for senior client stakeholders at LexisNexis, building and maintaining a strong, collaborative relationship.
• Internal Alignment:
  Manage communication, reporting, and coordination with internal support functions (e.g., Technology, Finance, Quality) and senior management (AVP/VP) to ensure delivery resources and strategies are aligned.
• Sales Partner Collaboration
  : Work closely with the Sales/Business Development team to support account strategy, assist in framing new opportunities, and facilitate organic growth within the LNR account.

Qualifications

• Experience Level: Minimum
  10+ years
  of total experience in the BPO/IT-ITES industry, with at least
  5+ years in a senior management role (Senior Manager, Associate Director, or equivalent)
  managing large-scale, complex operations.
• Financial Acumen: Direct, hands-on experience in managing a substantial P&L
  (or equivalent cost center/budget ownership) for a multi-million-dollar portfolio.
• Global Delivery Expertise:
  Proven experience leading and scaling operations across diverse, multi-cultural geographies. Prior leadership exposure to India, the Philippines, and Latin America/Southeast Asia (Nicaragua/Vietnam highly preferred).
• Transformation Track Record
  : Demonstrated ability to design and successfully implement major process governance, efficiency, or operational excellence programs across a large team.
• Program Scale:
  Experience managing large teams, ideally ~
  200 FTEs,
  and a complex portfolio of multiple concurrent projects.
• Education
  : Bachelor's degree required. A Master's degree
  (MBA
  or a relevant technical certification, e.g., PMP, Lean Six Sigma Black Belt) is a significant advantage.

Required Skills

• Proficient in data manipulation and analysis tools (e.g., SQL, advanced Excel).
• Experience with data scraping, extraction methodologies, and handling large datasets.
• Ability to translate complex data into actionable insights and compelling visualizations.

Preferred Skills

• Prior leadership exposure to India, the Philippines, and Latin America/Southeast Asia (Nicaragua/Vietnam highly preferred).
• Experience managing large teams, ideally ~200 FTEs, and a complex portfolio of multiple concurrent projects.

This role is a hybrid setup ; must be okay working in Paranaque and BGC

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.