Associate Manager Operations_ Case Management

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

HMO Benefit

Health coverage you can count on

Leave Credits

Job summary

Tech Mahindra Philippines is seeking an Associate Operations Manager – Case Management to lead cross-functional teams, drive performance, and ensure SLA/KPI achievement in a dynamic BPO environment.

Based in Eastwood, Quezon City with shifting hours, you will shape strategic initiatives, oversee service-delivery quality, and collaborate with Recruitment, Training, Quality, Workforce, HR, IT, and Finance to deliver exceptional client outcomes.

Qualifications

• Bachelor's/College Degree or higher.
• Minimum 5 years in a related field.
• 1–2 years in same capacity.
• Experience in Case Management or ticket-based environments.
• Experience handling queue-based or Service Desk operations.
• Strategic thinker with hands-on execution.
• Proven ability to manage 150+ FTEs across multiple lines of business.
• Willing to work shifting schedules, holidays, weekends, extended hours.
• Strong leadership and stakeholder management.

Responsibilities

• Contribute to organizational planning and strategy as a member of the management team.
• Drive program performance by ensuring achievement of SLAs, KPIs, and operational targets.
• Improve the effectiveness and efficiency of support services through process enhancements and cross-functional collaboration.
• Implement and oversee the quality of deliverables while managing stakeholder and team relationships.
• Lead operational excellence initiatives and process improvement programs that support long-term business goals.
• Participate in the development and presentation of business proposals and client solutions.
• Establish operational objectives and work plans, delegate responsibilities to Team Leaders, and conduct regular team meetings to improve productivity, product knowledge, and customer satisfaction.
• Balance the needs of key stakeholders and ensure alignment toward shared business objectives.
• Manage and drive the performance of Team Leaders and Associates in meeting service delivery goals.
• Lead and deliver complex client engagements, helping identify, design, and implement innovative business solutions.
• Provide excellent customer service while identifying and addressing client needs and expectations.

Skills

Leadership

People management

Stakeholder management

Strategic thinking

Operations management

Large team leadership

Flexibility

Shift work

Process improvement

Education

Bachelor's/College Degree or higher

Job description

We’re Hiring: Associate Operations Manager – Case Management

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await

• Learning that sticks – trainings to sharpen your skills

• A workplace that cares – inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

• HMO Benefit

• Leave Credits

Your Day-to-Day

• Contribute to organizational planning and strategy as a member of the management team.

• Drive program performance by ensuring achievement of SLAs, KPIs, and operational targets.

• Improve the effectiveness and efficiency of support services, including Recruitment, Training, Quality, Workforce, HR, IT, and Finance, through process enhancements and cross-functional collaboration.

• Implement and oversee the quality of deliverables while managing stakeholder and team relationships to ensure exceptional performance.

• Lead operational excellence initiatives and process improvement programs that support long-term business goals.

• Participate in the development and presentation of business proposals and client solutions.

• Establish operational objectives and work plans, delegate responsibilities to Team Leaders, and conduct regular team meetings to improve productivity, product knowledge, and customer satisfaction.

• Balance the needs of key stakeholders and ensure alignment toward shared business objectives.

• Manage and drive the performance of Team Leaders and Associates in meeting service delivery goals.

• Lead and deliver complex client engagements, helping identify, design, and implement innovative business solutions.

• Provide excellent customer service while identifying and addressing client needs and expectations.

What We’re Looking For

• Candidate must possess at least a Bachelor's/College Degree, Post Graduate Diploma, or Master's Degree in any field.

• At least five (5) years of working experience in a related field is required.

• At least one (1) to two (2) years of experience working in the same capacity.

• Preferably Associate Managers or Managers with experience in Case Management, ticket-based support environments, or equivalent operations.

• Experience handling queue-based or Service Desk operations is preferred.

• Strategic thinker with a hands-on approach to operational requirements and performance management.

• Proven ability to manage 150+ FTEs across multiple lines of business.

• Willing to work on shifting schedules, holidays, weekends, and extended hours when required.

• Flexible and able to work independently under pressure.

• Strong leadership, people management, and stakeholder management skills.

Work Setup

Location: Eastwood, Quezon City
Shift: Shifting

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you.