Operations Manager

1 day ago

Mall of Asia Metro Manila, Philippines EXL Service Philippines, Inc. Full time ₱60,000 - ₱180,000 per year

Overview:

EXL Mall of Asia is looking for an experienced Operations Manager & Senior Manager to lead our US Retirement Services team. The successful candidate will oversee daily operations, drive process excellence, and ensure the delivery of high-quality service to our US-based clients. This role requires a strong background in retirement services operations, people management, and performance improvement in a fast-paced BPO environment.

Role/ Responsibilities:

  • Manage day-to-day operations for the US Retirement Services account, ensuring achievement of client KPIs, SLAs, and quality standards.
  • Lead, coach, and develop team leaders and associates to build a high-performing, engaged operations team.
  • Partner closely with onshore stakeholders and clients to ensure seamless communication, operational alignment, and process enhancement.
  • Identify and implement process improvements to enhance efficiency, accuracy, and customer satisfaction.

Qualifications:

  • Bachelor's degree in Business, Management, Finance, or in any field
  • At least 8–10 years of total BPO experience, with 5+ years in leadership or operations management, preferably in the US Retirement Services domain.
  • Willing to work onsite at EXL Mall of Asia (MOA), Pasay City.

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