Emerging Operations Lead: Client Services & Accounts

Eastvantage Group; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Eastvantage Group is seeking a Junior Operations Manager to oversee CRX accounts across multiple delivery locations. The role bridges client expectations and operational execution, requiring governance, contract awareness, and cross-functional collaboration to maintain service standards.

Ideal candidates have 2–3 years in BPO or shared services, strong communication, and the ability to lead without formal authority across teams in different time zones.

Qualifications

• 2–3 years of experience in BPO, customer experience, or shared services.
• Experience as a Team Leader or equivalent is preferred.
• Strong client-facing communication and relationship-building skills.
• Ability to manage escalations and drive recovery plans.

Responsibilities

• Oversee CRX accounts across all delivery locations and ensure consistent service standards.
• Monitor delivery performance, capacity, quality, and customer experience indicators.
• Lead governance discussions, business reviews, and manage client expectations.
• Understand contract obligations, service levels, pricing assumptions, and renewal dates.
• Coordinate with Legal, Finance, Sales, and leadership on compliance and changes.
• Own crisis and escalation management with timely stakeholder communication.
• Guide operational leaders and teams with clear priorities and development.
• Partner with Workforce, HR, IT, Quality, and other teams to remove barriers.
• Support launches, transitions, and process improvements while balancing impact.

Skills

Client relationship management

Stakeholder management

Operational governance

Performance dashboards

Cross-functional collaboration

Tools

Spreadsheets

Dashboards

Presentations

Job description

Eastvantage Group is seeking a Junior Operations Manager to oversee CRX accounts across multiple delivery locations. The role bridges client expectations and operational execution, requiring governance, contract awareness, and cross-functional collaboration to maintain service standards.

Ideal candidates have 2–3 years in BPO or shared services, strong communication, and the ability to lead without formal authority across teams in different time zones.