Operations Director

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

Job summary

Ubiquity is seeking an Operations Director to lead the operations team, drive performance, and deliver superior service with a focus on client satisfaction and continuous improvement.

The role requires strong call center management experience, a track record with large teams, and ability to engage with key client contacts while maintaining high metrics across service levels, CX, and compliance.

Qualifications

• At least 2 years of experience as an Operations Director.
• College-level education in any field.
• Strong call center management experience is essential.
• Ability to set and review organizational/productivity objectives.
• Experience managing client engagement and business continuity.
• Proven track record with large teams and remote management.

Responsibilities

• Lead the Operations team and meet overall operational metrics and targets.
• Maintain regular engagement with key client contacts per expectations.
• Ensure delivery of client KPIs, service levels, CX, quality, and compliance.
• Develop operational talent with recruitment teams; succession planning in place.
• Oversee performance of client areas and exceed targets across metrics.
• Identify and implement operational best practices with the wider team.
• Motivate and performance-manage Operations Managers to hit targets.
• Coach Operations Managers and manage and develop the team.
• Execute a communication and engagement model so teams understand performance and needs.
• Manage client relationships through reviews and day-to-day liaising in key work streams.
• Spot opportunities for service improvements.

Skills

Call center management

Client engagement

Remote team leadership

Analytical skills

Detail-oriented

Operations leadership

Change management

People mgmt 200+

Business continuity

Education

College degree

Tools

None

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