Director - Operations Support

Tech Mahindra; Quezon City; On-site; PHP 3,000,000 - 5,400,000; Full time

Benefits offered by this job

Health coverage

Referral rewards

Job summary

Tech Mahindra Philippines is hiring a General Manager (Director level) – Operations Support to lead end-to-end client contact center operations from its Eastwood City base in Quezon City. The role oversees Workforce, BI/Analytics, Training, Quality, and financial governance, shaping strategy and delivering performance.

You will mentor senior leaders and drive automation and transformation. The position requires 10–14 years in operations, with at least 2 years in senior management, and experience

Qualifications

• 10–14 years of overall experience with at least 2 years in a Senior Management role.
• 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, BI/Analytics, Training, Quality, Commercials/Budgeting.
• Bachelor’s degree; postgraduate qualification in Finance/Audit or related field preferred.
• Certifications in Business Analytics, Project Management, Workforce Management, Six Sigma and Scrum is a plus.
• Willing to work in Eastwood City, Libis, Quezon City.

Responsibilities

• Lead the end-to-end Operations Support functions for the client contact center.
• Oversee Workforce Management, Real-Time Management, forecasting, capacity planning, scheduling and staffing.
• Drive BI, reporting, analytics, automation, dashboards, data architecture and actionable insights.
• Manage Training, continuous improvement initiatives and capability development.
• Oversee Quality, Compliance, including SLA/TAT performance, audits and process excellence.
• Manage commercials and financial governance including budgets, pricing, and contracts.
• Collaborate with stakeholders on performance, staffing, service delivery and improvement.
• Lead monthly/quarterly business reviews and identify risks and opportunities.

Skills

Operations leadership

Forecasting

Data analytics

Budgeting

Stakeholder management

Education

Bachelor's degree

Postgraduate in Finance/Audit (preferred)

Job description

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.