Operations Director

Ubiquity; Quezon City; On-site; PHP 2,400,000 - 4,800,000; Full time

Job summary

Ubiquity in the Philippines seeks an Operations Director to lead the operations team, drive performance against KPIs, and ensure service levels across client accounts. You will engage regularly with key client contacts, manage day-to-day operations, and champion a culture of excellence through empathy and accountability.

You will develop the talent pool, coach Operations Managers, and implement best practices to exceed targets.

Qualifications

• At least 2 years of work experience as an Operations Director.
• Extremely strong call center management experience.
• Experience managing teams remotely.
• Strong numeracy and analytical skills.

Responsibilities

• Lead the Operations team and deliver overall operational metrics & targets.
• Proactively engage 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
• Develop the operational talent pool by optimizing the skills of the existing team, in partnership with internal recruitment to attract external talent.
• Oversee the operational performance of client areas and for exceeding targets of all required metrics
• Identify and implement operational best practice through interaction with the wider team
• Motivate and performance manage Operations Managers within the account to ensure delivery of overall targets and business plan
• Select and coach Operations Managers
• Execute a well-defined Communication and Engagement model so all teams understand performance and needs
• Manage and develop the operational client relationships through review meetings and day-to-day ops liaison
• Identify further opportunities for services and process improvements

Skills

Operations leadership

Client engagement

People management

Remote team management

Process improvement

Customer experience

Analytical skills

Detail-oriented

Headcount management

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