Assistant Operations Manager

Risewave Consulting Inc.; Quezon City; On-site; PHP 558,000 - 781,200; Full time

Job summary

A leading consulting firm in Quezon City is seeking a Team Lead to manage and develop a team in BPO Operations. You will ensure operational excellence, conduct trainings, and monitor performance metrics. The ideal candidate has at least 4-5 years of experience in BPO, strong leadership skills, and a Bachelor’s degree. This role requires working fully onsite during night shifts.

Qualifications

• 4-5 years of experience in BPO Operations.
• Preferred experience in Annuities, Life Insurance, and Group Pension processes.
• Minimum of 2 years’ supervisory experience in a relevant domain.

Responsibilities

• Lead and develop a team of 10-15 FTEs to meet performance targets.
• Ensure smooth delivery and operational excellence.
• Conduct process training for new hires.

Skills

BPO Operations experience

Leadership skills

Analytical thinking

Communication skills

Education

Bachelor’s degree

Job description

• Lead and develop a team of 10–15 FTEs to consistently meet service level agreements (SLAs) and performance targets
• Take full ownership of process execution, ensuring smooth delivery and operational excellence
• Act as a key liaison between Assistant Managers and team members to implement process improvement initiatives that enhance efficiency and productivity
• Conduct process training for new hires and ensure timely onboarding aligned with business requirements
• Monitor service delivery parameters, perform quality checks, and provide timely feedback on errors and performance gaps
• Respond to process-related queries and identify training needs to support continuous learning and development
• Prepare and submit accurate reports to the Delivery Manager (DM) within required timelines
• Drive process improvement strategies and contribute to operational innovation
• Build domain expertise through process accreditation and continuous learning
• Ensure team members reach at least 50% productivity within six months of joining
• Promote ISMS/ISO policy awareness and maintain compliance documentation within the team
• Manage team-related activities in the absence of the Delivery Manager
• Support process migrations through effective remote or onsite training delivery

Qualifications

• 4-5 years of experience in BPO Operations
• Preferred experience in Annuities, Life Insurance, and Group Pension processes
• Strong knowledge of related products and industry practices is highly desired
• Excellent verbal and written communication skills
• Bachelor’s degree required
• Minimum of 2 years’ supervisory experience in a relevant domain
• Proven ability in logical reasoning, analytical thinking, and effective problem-solving

Work setup: Fully onsite

Work location: Bridgetown, Quezon City

Work schedule: Night shift