HR Group Manager

Medical Solutions Business Services Philippines; Quezon City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Medical Solutions Business Services Philippines is seeking a highly adaptable Group Manager to lead the operations team in a fast-growing BPO startup in the Philippines. You will drive operational excellence, mentor leaders, and align processes with client expectations to deliver exceptional service.

The role requires strategic thinking, hands-on management of daily operations, and the ability to manage multiple priorities in a dynamic, fast-paced environment.

Qualifications

• Bachelor's degree in business administration, operations management, or a related field is required; master’s or certifications are a plus.
• At least 7 years of operations management experience in BPO or related industry; minimum 3 years in a leadership role.
• Proven track record leading operations in high-growth or startup environments with improved efficiency and client satisfaction.
• Strong leadership and team development skills with ability to inspire and motivate a diverse team.
• Excellent problem-solving, decision-making, and project management abilities.
• Outstanding communication and interpersonal skills for client, team, and stakeholder interactions.
• Proficiency in using technology to improve operational processes, with CRM and ERP experience.

Responsibilities

• Develop and implement operational strategies aligned with company goals, focusing on scalability, efficiency, and quality service delivery.
• Lead, mentor, and develop operations teams, fostering high performance, accountability, and continuous improvement.
• Manage and report on pilot initiatives to assess impact and guide decisions.
• Oversee performance of new hires and managers, ensuring standards and development milestones.
• Lead escalation reviews with clients and maintain strong relationships.
• Coordinate updates across teams for process, system, and product changes.
• Promote cross-training and collaboration with L&D, Compliance, IT, and Project Management.

Skills

Leadership

Operations management

Strategic planning

Project management

Communication

CRM

ERP

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

ERP systems

Job description

We are a fast-growing BPO startup in the Philippines looking for a highly adaptable and proactive Group Manager to lead our operations team. This role is pivotal in driving operational excellence, delivering exceptional client experiences, and achieving business goals. The ideal candidate will combine strategic vision with innovative problem-solving skills, while taking a hands‑on approach to managing daily operations in a dynamic, fast‑paced environment.

Responsibilities:

• Operational Leadership and Strategy:
• Develop and implement operational strategies aligned with company goals, focusing on scalability, efficiency, and quality service delivery.
• Lead, mentor, and develop operations teams, fostering a culture of high performance, accountability, and continuous improvement.
• Manage and report on pilot initiatives to assess impact and guide operational decisions.
• Oversee the performance of new-hire specialists and managers, ensuring compliance with standards and achievement of development milestones.
• Lead escalation reviews with clients, ensuring timely resolution and maintaining strong relationships.
• Serve as the primary point of contact for process, system, and product updates across teams.
• Drive alignment between Operations and Training for process or workflow changes to ensure smooth implementation.
• Lead performance management initiatives within teams to reinforce accountability and operational excellence.
• Performance Management:
• Monitor and evaluate operational performance against KPIs and client expectations, implementing continuous improvement initiatives to enhance efficiency and quality.
• Drive the adoption of best practices in process management and operational excellence, ensuring agility and responsiveness in the operations team.
• Client Management and Growth:
• Build and maintain strong relationships with clients, acting as a key point of contact for operational issues and strategic discussions.
• Work closely with sales and account management teams to support client retention and growth initiatives, ensuring operational capabilities align with client needs and expectations.
• Compliance and Risk Management
• Ensure Operations’ adherence to ISO standards, regulatory requirements, and client expectations, maintaining accurate documentation and structured workflows.
• Implement and monitor quality controls, audits, and process standardization to support operational integrity.
• Develop and oversee business continuity and disaster recovery plans within operations, ensuring service delivery resilience.
• Culture and Team Engagement
• Promote a positive, collaborative, and inclusive team culture that encourages adaptability, accountability, and professional growth.
• Lead initiatives for employee engagement, recognition, and development, including cross-training programs to increase operational agility.
• Act as a role model for ethical behavior, transparency, and effective communication across all levels of the organization.
• Operational Excellence
• Monitor staffing trends, resource allocation, and workload distribution to optimize team performance and capacity.
• Anticipate client needs and adjust operational priorities to ensure consistent service quality.
• Collaborate with cross-functional teams including but not limited to L&D, Compliance, IT, and Project Management to support strategic initiatives.
• Innovation and Process Improvement:
• Champion innovation within operations by identifying and implementing technology solutions and process improvements that enhance service delivery and operational efficiency.
• Lead cross-functional projects aimed at enhancing system integrations, workflow optimizations, and overall service delivery.
• Adaptability and Change Management:
• Exhibit a high level of adaptability and flexibility to navigate the dynamic and fast‑paced environment of a startup.
• Lead change management initiatives, guiding and supporting the team through growth phases and operational changes.

Qualifications:

• Bachelor's degree in business administration, Operations Management, or a related field. A master's degree or relevant certifications would be advantageous.
• At least 7 years of experience in operations management within a BPO or related industry, with a minimum of 3 years in a leadership role.
• Demonstrated success in leading operations in a high‑growth or startup environment, with a track record of enhancing operational efficiency, performance, and client satisfaction.
• Strong leadership and team development skills, with the ability to inspire and motivate a diverse team.
• Excellent problem-solving, decision-making, and project management skills.
• Outstanding communication and interpersonal abilities, capable of building strong relationships with clients, team members, and stakeholders.
• Proficient in using technology to improve operational processes, with experience in CRM and ERP systems.
• Highly adaptable and dynamic, with the ability to thrive in a fast‑paced and changing environment.
• Must be willing to work in rotating shifts or US time zone.
• Must be willing to work in the office at Bridgetowne, QC

EQUAL EMPLOYMENT OPPORTUNITY

Medical Solutions Business Services Philippines provides Equal Employment Opportunity in compliance with all applicable government laws, ensuring equal opportunity in all aspects of employment.