Head of Operations & Client Experience

Tap Growth ai; Quezon City; On-site; PHP 2,400,000 - 4,200,000; Full time

Job summary

Ubiquity is seeking an Operations Director to lead the operations team, drive client KPIs, and continuously improve service delivery across functions. You will engage with key client contacts, develop the talent pool, and ensure performance targets are met while maintaining strong stakeholder relationships.

The role requires extensive call center management experience, strong numeracy and analytical skills, and a hands-on, detail-oriented leadership style to excel in a fast-paced fintech/tech

Qualifications

• At least 2 years of work experience as an Operations Director.
• College-level education in any field.
• Extremely strong call center management experience.
• Setting and reviewing organizational/productivity objectives aligned with the commercial contract.
• Managing client engagement.
• Responsible for Business Continuity.
• Strong customer experience background in Fintech/Financial Services, Healthcare and Tech Support.
• Extensive experience working directly with clients.
• Experience managing teams remotely.
• Experience managing complex processes and programs with 200+ headcount.
• High numeracy and analytical skills.
• Hands-on and can-do attitude.
• Detail-oriented.

Responsibilities

• Lead the Operations team and deliver overall operational metrics & targets.
• Proactively maintain regular engagement with key client contacts in line with client expectations.
• Ensure delivery of Client KPIs/targets, including service levels, customer experience, quality and compliance.
• Develop the operational talent pool by optimizing the skills of the existing team, in partnership with internal recruitment.
• Accountable for operational performance of client areas and exceeding targets.
• Identify and implement operational best practices in collaboration with the wider team.
• Motivate and performance manage Operations Managers to achieve targets and business plans.
• Select and coach Operations Managers.
• Execute a communication and engagement model so teams understand performance and needs.
• Manage and develop operational client relationships through reviews and day-to-day liaison.
• Identify opportunities for services and process improvements.

Skills

Call center mgmt

Numerical skills

Remote leadership

Client mgmt

Education

College-level education

Job description

Ubiquity is seeking an Operations Director to lead the operations team, drive client KPIs, and continuously improve service delivery across functions. You will engage with key client contacts, develop the talent pool, and ensure performance targets are met while maintaining strong stakeholder relationships.

The role requires extensive call center management experience, strong numeracy and analytical skills, and a hands-on, detail-oriented leadership style to excel in a fast-paced fintech/tech