Group Manager Operations

3 days ago

Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

Job Description:

  • Lead and manage operations across a span of 100+ employees, supervising a team of managers.
  • Ensure consistent delivery of SLAs and adherence to task schedules.
  • Drive team performance through KPI management, coaching, recognition, and capacity planning.
  • Analyze operational data to identify transformation opportunities and improve efficiency.
  • Conduct regular client interactions, providing updates and leading operational and program-level reviews.
  • Collaborate with HR, training, and quality teams to enhance employee satisfaction and reduce attrition.
  • Formulate and implement policies and procedures aligned with organizational goals.
  • Ensure compliance with internal rules, regulations, and safety protocols.
  • Partner with Workforce Management to plan staffing, recruitment, and delegation of responsibilities.
  • Facilitate communication and coordination across support functions including IT, HR, WFM, Quality, Training, and Finance.

Qualifications:

  • Bachelor's degree in Business Administration, Operations Management, or related field.
  • Minimum 3+ years of experience in operations management.
  • Strong leadership and people management skills with a focus on coaching and performance development.
  • Proven ability to manage KPIs, reporting, and resource allocation.
  • Excellent client-facing communication and stakeholder management skills.
  • Solid understanding of workflow processes and operational best practices.
  • Collaborative mindset with experience working across HR, training, and quality functions.

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