Director - Operations Support

Mahindra Satyam; Philippines; In loco; PHP 3.500.000 - 5.200.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health coverage

Career growth opportunities

Referral rewards

Descrizione del lavoro

Tech Mahindra Philippines is hiring a General Manager (Director level) for Operations Support to lead the end-to-end functions of a client contact center. Responsibilities include WFM, real-time management, BI/analytics, training, quality, and financial governance while guiding senior leaders.

You will collaborate with Operations and client teams, drive performance reviews, automation, and transformation to deliver scalable, high-quality service for a 2,000+ FTE environment.

Competenze

• 10–14 years of overall experience with at least 2 years in a Senior Management role.
• Experience managing large-scale contact center operations (2,000+ FTEs).
• Multi-channel contact center experience (inbound, outbound, back-office, chat).
• Bachelor's degree; postgraduate Finance/Audit preferred.
• Certifications such as Six Sigma or Scrum are advantageous.

Mansioni

• Lead end-to-end Operations Support for the client contact center.
• Oversee Workforce Management and Real-Time Management including forecasting and scheduling.
• Lead BI, reporting & analytics with dashboards and data insights.
• Manage Training, continuous improvement and capability development.
• Oversee Quality & Compliance including SLA/TAT, audits, and regulatory requirements.
• Manage budgets, pricing, contracts, and MSA/legal documents.
• Partner with Operations and stakeholders on performance and priorities.
• Lead monthly/quarterly reviews and drive data-driven improvements.
• Drive automation and transformation to improve efficiency and scale.
• Develop functional leaders through coaching and succession planning.
• Provide senior-level headcount and budget approvals.

Conoscenze

Leadership / people management

BI & analytics

Forecasting / capacity planning

Financial acumen

Stakeholder management

Process improvement

Communication / influence

Six Sigma / Scrum (adv)

Formazione

Bachelor's degree (any discipline)

Postgraduate qualification in Finance/Audit (preferred)

Descrizione del lavoro

We're Hiring: General Manager (Director level) – Operations Support

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

Your Day-to-Day

• Lead the end-to-end Operations Support functions supporting the client contact center.
• Oversee Workforce Management and Real-Time Management, including forecasting, capacity planning, scheduling, adherence, shrinkage and staffing.
• Lead Business Intelligence, Reporting & Analytics, driving automation, dashboards, data architecture and actionable business insights.
• Manage Training and Continuous Improvement, including new-hire/in-life training, process improvement initiatives and capability development.
• Oversee Quality & Compliance, including SLA/TAT performance, quality monitoring, audits, regulatory compliance and process excellence.
• Manage commercials and financial governance, including budgets, pricing, financial performance, contract negotiations and MSA/legal documentation.
• Partner closely with Operations, client and internal stakeholders on performance, staffing, service delivery and improvement priorities.
• Lead monthly/quarterly business reviews and use operational data to identify risks, trends and improvement opportunities.
• Drive automation, technology interventions and transformation initiatives to improve efficiency and scale.
• Lead and develop functional leaders/teams, including performance management, coaching, succession planning and employee engagement.
• Provide senior-level decisions and approvals relating to headcount, hiring, budgets and operational requirements.

What We're Looking For

• 10–14 years of overall experience, with at least 2 years in a Senior Management role handling multiple Operations Support departments.
• Strong experience managing large-scale contact center operations, ideally environments of 2,000+ FTEs.
• Experience in a multi-channel contact center, including inbound, outbound, back-office and chat operations.
• Broad leadership exposure across:
• Workforce Management / Capacity Planning
• BI, Reporting & Analytics
• Training & Continuous Improvement
• Quality & Compliance
• Commercials / Budgeting / Pricing
• Strong financial and commercial acumen, including budget management, pricing, contract negotiations and financial performance.
• Proven people leadership and development experience, including leading managers/functional heads.
• Strong analytical capability with experience translating data into business recommendations and decisions.
• Knowledge of process improvement and quality methodologies, such as Six Sigma and TQM.
• Good understanding of technology, automation and analytics within contact center operations.
• Strong client and senior stakeholder management, communication, influencing and decision-making skills.
• Bachelor's degree in any discipline; postgraduate qualification in Finance/Audit or related field preferred.
• Advantageous certifications/training include Business Analytics, Project Management, Workforce Management, Six Sigma and Scrum.
• Willing to work in Eastwood City, Libis, Quezon City.

Work Setup

• Location: Full-time Work in Office (Eastwood)
• Shift: Morning shift (Australian business hours)

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.