Junior Operations Manager | Client Services & Account Leadership

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

We're Hiring: Junior Operations Manager | Client Services & Account Leadership

Job Summary:

The Business Partner – CRX Operations is a junior operations leadership role responsible for overseeing assigned CRX accounts across all delivery locations. Working with the scope and ownership expected of an Operations Manager, this role connects client expectations with operational execution, performance governance, contract compliance, and cross-functional delivery. The position suits an emerging leader with 2–3 years of relevant experience who can build trusted client relationships, make sound decisions in uncertain situations, and coordinate an effective response during operational or client-facing crises.

Responsibilities:

Multi‑Location Account Oversight: Oversee assigned CRX accounts across all delivery locations, ensuring aligned operating practices, clear ownership, and consistent service standards.

Operational Performance: Monitor day‑to‑day delivery, capacity, productivity, quality, service levels, customer experience indicators, risks, and action plans; translate performance data into practical improvements.

Client Relationship Management: Serve as a trusted operational contact for clients, lead governance discussions and business reviews, manage expectations, address concerns, and strengthen retention and partnership.

Contract and Commercial Management: Understand the key obligations, scope, service levels, pricing assumptions, change controls, renewal dates, and dependencies within assigned client contracts; coordinate with Legal, Finance, Sales, and leadership on compliance, risks, and changes.

Crisis and Escalation Management: Take control of operational disruptions and client escalations, establish facts quickly, mobilize the right teams, maintain timely stakeholder communication, and drive recovery, root‑cause analysis, and preventive action.

Team Leadership: Guide operational leaders and team members through clear priorities, coaching, accountability, performance follow‑through, and development, even when resources are not under direct reporting lines.

Cross‑Functional Coordination: Partner with Workforce, Recruitment, HR, IT, Learning, Quality, Finance, Commercial, and other teams to remove delivery barriers and meet client commitments.

Change and Continuous Improvement: Support account launches, transitions, expansions, process changes, and improvement initiatives while balancing customer experience, employee experience, operational control, and commercial impact.

Executive Reporting: Provide concise, accurate updates on account health, key decisions, risks, commercial matters, and required support to clients and internal leadership.

Qualifications:

Two to three years of relevant experience in BPO, customer experience, shared services, account management, client services, or operations; experience as a Team Leader, Assistant Manager, Junior Operations Manager, Account Lead, or similar role is preferred.

Demonstrated capacity to operate at an Operations Manager level of ownership, including performance governance, problem‑solving, stakeholder management, and follow‑through.

Strong client‑facing communication, presentation, negotiation, and relationship‑management skills, with the confidence to handle difficult conversations professionally.

Working knowledge of contracts, statements of work, SLAs, commercial terms, change controls, and governance; direct contract‑management exposure is an advantage.

Experience responding to escalations, service disruptions, or other high‑pressure operational situations, with disciplined communication and recovery planning.

High ambiguity quotient: able to create structure where information, ownership, or processes are incomplete; comfortable making reasoned decisions, testing assumptions, and adjusting quickly as facts emerge .

Strong analytical judgment and proficiency in operational reporting, spreadsheets, presentations, and performance dashboards.

Able to influence across functions and locations without relying solely on formal authority.

Based in the Philippines and able to support CRX accounts across locations and time zones, including occasional travel or schedule flexibility when business needs require .

Success Profile: This role is designed for a high‑potential junior leader ready to broaden from team‑level delivery into end‑to‑end account ownership. Success requires maturity beyond years of experience: commercial awareness, composure, curiosity, sound judgment, accountability, and a partnership mindset.