Operations Director

Ubiquity; Bacolod; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Ubiquity is seeking an Operations Director to lead the Operations team, driving overall metrics and client engagement in a high-volume environment. You will maintain regular contact with key clients, ensure service levels and KPIs, and develop a strong talent pool with succession planning to fill key roles.

The role requires extensive call center management experience, a strong customer-experience focus, and proven ability to manage remote teams and large headcounts.

Qualifications

• Must have at least 2 years of experience as an Operations Director.
• College-level education in any field is required.
• Strong call center management experience is essential.
• Ability to set and review organizational/productivity objectives.
• Experience managing client engagements and ensuring business continuity.
• Strong customer experience background in fintech, healthcare, or tech support.
• Extensive experience working directly with clients.
• Experience managing teams remotely, including large headcount.
• High numeracy and analytical skills; hands-on and detail-oriented.

Responsibilities

• Lead the Operations team and deliver overall operational metrics and targets.
• Proactively engage with key client contacts to meet expectations.
• Ensure delivery of Client KPIs/targets including service levels and compliance.
• Develop the talent pool and succession planning with internal recruitment.
• Own operational performance and exceed targets across client areas.
• Identify and implement best practices via cross-team collaboration.
• Motivate and manage Operations Managers to meet targets and business plans.
• Coach and select Operations Managers; manage and coach the team.
• Implement a communication/engagement model so teams understand performance needs.
• Develop client relationships through reviews and day-to-day ops liaison.
• Identify opportunities for service improvements and process optimization.

Skills

Operations Director experience

Call center management

Client engagement

Customer experience

People leadership

Remote team management

Headcount management

Numeracy & analytics

Detail-oriented

Hands-on attitude

Education

College-level education in any field

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 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