Fintech Operations Manager — Lead Teams & Elevate Service

IBEX Global Solutions (Philippines) Inc.; Pasig; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to supervise a non-exempt work group, assign tasks, monitor attendance, and contribute to performance appraisals in line with company policy and applicable laws.

The role focuses on leading team leaders, maintaining productivity and service levels, and collaborating with clients while developing staff and managing account operations. A bachelor's degree and 2+ years in an Operations/Program Manager role are preferred.

Qualifications

• Bachelor's degree preferred.
• 2+ years in Operations/Program Manager role.
• Knowledge of performance metrics and call center operations.
• Strong leadership and people-management skills.
• Excellent communication and customer service.

Responsibilities

• Manage the performance of team leaders and representatives to meet client performance and quality needs.
• Ensure optimum productivity and service level goals are maintained.
• Maintain an excellent working relationship with clients and continuously improve service levels.
• Develop team leads to ensure top performance.
• Day-to-day management of account and related issues.
• Monitor, measure, report and analyze data to improve call center performance.
• Address performance/behavior/attendance issues using formal techniques.
• Staffing and hiring responsibilities.
• Provide Subject Matter Expertise.
• Hold regular team meetings with direct reports.
• Communicate process and client changes to direct reports in a timely manner.

Skills

Communication

Customer Service

Leadership

Time Management

Education

Bachelor's degree

2+ years Operations/Program Manager

Job description

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to supervise a non-exempt work group, assign tasks, monitor attendance, and contribute to performance appraisals in line with company policy and applicable laws.

The role focuses on leading team leaders, maintaining productivity and service levels, and collaborating with clients while developing staff and managing account operations. A bachelor's degree and 2+ years in an Operations/Program Manager role are preferred.