Onsite Operations Leader – Client Excellence & Growth

HGS; Iloilo; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

HGS in the Philippines is seeking an Operations Manager who will oversee daily operations, drive service excellence, and manage performance across the program in a fast-paced environment.

The role requires strong leadership, client-facing skills, and the ability to monitor operational metrics, ensure compliance, and develop staff while working onsite in Mandurriao, Iloilo on a graveyard/shifting schedule.

Qualifications

• Requires minimum 3 years managerial experience in Operations.
• Strong client-facing and presentation skills.
• Demonstrated ability to lead strategically and tactically.
• Willingness to work onsite in Mandurriao, Iloilo on a graveyard/shifting schedule.

Responsibilities

• Oversee daily operations and ensure service excellence across the program.
• Monitor performance metrics (call handling times, service levels, quality grades) and drive improvements.
• Lead staff development through coaching, performance reviews, and succession planning.
• Ensure confidentiality, integrity, and availability of information; enforce privacy policies.
• Coordinate with clients to present performance, address issues, and implement improvements.
• Manage CPI/process improvements and align procedures with client and internal policies.

Skills

Leadership

Client-facing

Presentation skills

Strategic thinking

Onsite work

Education

Bachelor's degree

Job description

HGS in the Philippines is seeking an Operations Manager who will oversee daily operations, drive service excellence, and manage performance across the program in a fast-paced environment.

The role requires strong leadership, client-facing skills, and the ability to monitor operational metrics, ensure compliance, and develop staff while working onsite in Mandurriao, Iloilo on a graveyard/shifting schedule.