BPO Operations Manager

J-K Network Services; Quezon City; On-site; PHP 1,339,000 - 2,678,000; Full time

Benefits offered by this job

Performance Bonus

Health Insurance

Incentives

Job summary

A multinational IT services company is seeking an experienced Operations Manager in Quezon City. The role involves overseeing performance, driving efficiency, and leading complex client engagements. Ideal candidates should have 7-8 years of experience in operations management, strong client management skills, and proven leadership in a BPO setting. This is a full-time position with a shifting schedule on-site, offering performance bonuses and various incentives.

Qualifications

• 7-8 years of experience in operations management.
• Direct leadership experience over Supervisors or Team Leads.
• Background in Customer Service or related functions.
• Background in Customer Service or related functions.
• Proven BPO account launches, transitions, and pilot programs.
• Strong client management and executive communication.
• Advanced capacity planning, workforce forecasting, and cost modeling.
• Experience with HRIS/HCM, payroll or SaaS platforms is desirable.
• Cross-functional collaboration with Recruitment, Training, Quality, WFM, HR, IT, Facilities.
• Dashboard creation and KPI/SLA metrics tracking.
• Audit readiness and documentation discipline.

Responsibilities

• Oversee performance of Associate Managers and ensure compliance with SLAs.
• Drive efficiency through process improvements and team collaboration.
• Lead complex client engagements and ensure quality of deliverables.
• Drive efficiency in support functions through cross-team collaboration and process improvements.
• Ensure the quality of deliverables and foster strong team relationships to maintain exceptional performance.
• Define operational goals and assign responsibilities to subordinate leaders.
• Lead complex client engagements, including the design and execution of business solutions.
• Carry out additional responsibilities as directed by leadership.

Skills

Operational management

Client management

Cross-functional collaboration

Analytical skills

Leadership experience

KPI tracking

Cross-functional collaboration

Lean Six Sigma

Dashboards

Education

Bachelor's degree

Tools

HRIS/HCM platforms

Lean Six Sigma

ADP

Workday

Job description

On-site - Quezon City | 1-3 Yrs Exp | Bachelor | Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus, Incentives

Government Mandated Benefits

Insurance Health & Wellness

HMO

COMPANY PROFILE:

An Indian multinational company providing IT services, consulting, and digital solutions to global enterprises.

Position: Operations Manager

Company Industry: BPO

Work Location: Quezon City

Work Schedule: Shifting Schedule

Work Set Up: Onsite

JOB REQUIREMENTS:

• Participate in organizational planning and strategic decision-making as part of the management team.
• Oversee performance of Associate Managers, Team Leads, and Associates to ensure compliance with SLAs and achievement of KPIs.
• Direct multiple programs or lines of business with full Profit & Loss responsibility.
• Serve as the site point of contact and manage business continuity requirements.
• Drive efficiency in support functions through cross-team collaboration and process improvements.
• Ensure the quality of deliverables and foster strong team relationships to maintain exceptional performance.
• Define operational goals and assign responsibilities to subordinate leaders.
• Lead complex client engagements, including the design and execution of business solutions
• Carry out additional responsibilities as directed by leadership.

JOB RESPONSIBILITIES:

• 7–8 years of experience in operations management.
• At least 2–3 years of direct leadership over Supervisors, Team Leads, or Associate Managers.
• Background in Customer Service or related functions.
• Demonstrated success in launching new BPO accounts, managing transitions, and leading pilot programs.
• Strong client management expertise, including executive-level communication and hosting client visits.
• Advanced skills in capacity planning, workforce forecasting, and cost modeling for new accounts.
• Experience with continuous improvement methodologies (Lean Six Sigma preferred).
• Knowledge of HRIS/HCM, payroll, or SaaS support platforms (UKG, ADP, Workday, etc.) is highly desirable.
• Proven ability to collaborate with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to achieve launch objectives.
• Strong analytical capabilities with experience in dashboard creation, KPI/SLA definition, and metrics tracking.
• Excellent documentation skills, compliance awareness, and audit-readiness discipline.

If the position requires you to work overseas, please be vigilant and beware of fraud.

• withholds your ID,
• requires you to provide a guarantee or collects property,
• forces you to invest or raise funds,
• collects illicit benefits,
• or other illegal situations.