Operations Director

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

Job summary

Ubiquity is seeking a senior Operations leader to head the Operations team, delivering key performance metrics and client satisfaction. You will engage with major client contacts, manage service levels, and drive continuous improvement across processes and teams.

The role requires extensive experience in call center management, remote team leadership, and developing talent to exceed contractual targets.

Qualifications

• Proven leadership in a contact center or customer service environment.
• Strong ability to engage with clients and manage expectations.
• Experience in managing large teams (200+ headcount) and remote teams.

Responsibilities

• Lead the Operations team and drive overall metrics and targets.
• Proactively engage with key client contacts to align with expectations.
• Ensure delivery of client KPIs including service levels, CX, quality, and compliance.
• Develop operational talent through internal and external recruitment partnerships; implement succession plans.
• Own operational performance for client areas and exceed target metrics.
• Identify and implement operational best practices with the wider team.
• Motivate and performance-manage Operations Managers to meet targets and business plans.
• Coach and develop Operations Managers; manage capability of the team.
• Establish and execute a clear communication and engagement model across teams.
• Manage client relationships via reviews and day-to-day liaison in key work streams.
• Identify opportunities for additional services and process improvements.

Skills

Leadership

Client engagement

Call center management

People development

Analytical skills

Education

Bachelor's degree

Job description

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 10 years of working experience in the related field is required for this position.
• Preferably AVP/VP/Directors specializing in Customer Service or equivalent.
• 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

Why Join Us?

• Head : Access to career development programs that help you grow professionally and personally.
• Heart: Be part of a people-first culture that values your contributions and supports your aspirations.
• Hustle : Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.