Multi-Account Operations Leader: Drive SLA & Revenue

Acquire Intelligence Philippines Inc.; Mandaluyong; On-site; PHP 1,200,000 - 2,300,000; Full time

Job summary

Acquire Intelligence Philippines Inc. is seeking an Operations Manager to deliver contracted service levels across multiple accounts while expanding each account's value. You will own account health, margins and lead a small team ready to scale with client volume.

You will drive day‑to‑day delivery, balance priorities across accounts, and oversee P&L inputs, staffing and performance, alongside sales targets and solution design with the client and commercial team.

Responsibilities

• Run day‑to‑day delivery across several client accounts concurrently, meeting contracted SLAs and KPIs on each.
• Balance priorities, staffing and escalations across accounts without degrading others.
• Own account P&L inputs: utilisation, occupancy, attrition and billable hours.
• Maintain process documentation, knowledge bases and quality frameworks for each account.
• Own sales targets on outbound and inbound sales programs, including conversion, revenue per agent and campaign ROI.
• Design and refine sales scripts, offers, objection handling and call flows with the client.
• Identify upsell, cross‑sell and scope expansion opportunities within existing accounts and build the business case for each.
• Support new client onboarding and solution design with the Senior Director and commercial team.
• Lead, coach and develop a small team of Team Leaders and agents to consistently exceed target.
• Run daily huddles, weekly performance reviews and structured one‑to‑one coaching.
• Build a succession bench so the team can scale when accounts grow.
• Manage recruitment, performance management and recognition in line with HR policy.
• Act as the primary operational contact for each client, leading weekly and monthly business reviews.
• Deliver accurate, timely performance reporting with clear commentary and actions.
• Manage escalations, contract variations and change requests with the client.
• Work with WFM on forecasting, scheduling and intraday management across all accounts.
• Use data to diagnose performance gaps and drive corrective action plans.

Job description

Acquire Intelligence Philippines Inc. is seeking an Operations Manager to deliver contracted service levels across multiple accounts while expanding each account's value. You will own account health, margins and lead a small team ready to scale with client volume.

You will drive day‑to‑day delivery, balance priorities across accounts, and oversee P&L inputs, staffing and performance, alongside sales targets and solution design with the client and commercial team.