Operations Director

Tap Growth ai; Bacolod; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ubiquity in the Philippines seeks an experienced Operations Director to lead the operations team, drive service metrics, and shape client engagement.

You will optimize talent development, oversee performance, and implement best practices across client areas, collaborating with recruitment and delivery teams to exceed targets and ensure operational excellence.

Qualifications

• 2+ years of work experience as an Operations Director or equivalent
• Experience in call center management is essential
• Experience managing remote teams and large headcounts
• Ability to set and review organizational/productivity objectives
• Strong customer experience background in fintech/financial services/tech support

Responsibilities

• Lead the Operations team and deliver operational metrics and targets
• Engage regularly with client contacts to meet expectations
• Ensure delivery of client KPIs/SLAs including service levels and quality measures
• Develop operational talent through coaching and succession planning
• Oversee performance of client areas and exceed target metrics
• Identify and implement operational best practices
• Motivate and manage Operations Managers to deliver targets
• Coach Operations Managers and ensure effective leadership
• Communicate and engage teams about performance and needs
• Manage client relationships via regular reviews and day-to-day liaison
• Identify opportunities for service improvements and growth

Skills

Operations management

Client engagement

Call center management

Performance management

Team leadership

Operational analytics

Process optimization

Strategic planning

Communication

Detail oriented

Education

College-level education

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn't just a philosophy—it’s the foundation of who we are and what we do. As an Operations Director,you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You'll Do:

• Responsible for leading the Operations team and delivering overall operational metrics & targets.

• To proactively maintain regular engagement with key client contacts in line with client expectations.

• Ensure delivery of Client KPIs/targets, including day-to-day service levels, customer experience, quality measures, and compliance measures

• Responsible for developing the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework. Succession planning will be in place to ensure key roles are filled, and individual talent is recognized

• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics

• The continuous identification and implementation of operational best practice through interaction with the wider team

• Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.

• Selecting, effectively managing and coaching Operations Managers

• Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams

• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day-to-day ops liaison within key work streams

• Identifying and highlighting further opportunities for services and process improvements

What We're Looking For:

• At least 2 years of work experienceas an Operations Director is required for this position.

• Candidate must possess at least a College-level education in any field.

• Extremely strong call center management experience is essential to be successful in this role

• Setting and reviewing of organizational / productivity objectives in line 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

• Experienced in managing complex processes and programs with more than 200+ headcount

• High numeracy and analytical skills

• Hands-on and can-do attitude

• Detail-oriented