Operations Director: Lead Client Ops & Excellence

Ubiquity; Western Visayas; On-site; PHP 1,800,000 - 3,600,000; Full time

Job summary

Ubiquity in the Philippines is seeking an Operations Director who will lead the Operations team, deliver key metrics, and partner with client contacts to meet expectations.

The role requires 10+ years in the field, senior leadership experience (AVP/VP/Director), strong call center management, and proven ability to manage remote teams and large headcounts while driving service quality and continuous improvement.

Qualifications

• At least 10 years of experience in the related field.
• 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
• 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

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 and quality measures.
• Develop the operational talent pool and optimize skills in partnership with recruitment.
• Drive performance and exceed targets across client areas.
• Identify and implement operational best practices.
• Motivate and coach Operations Managers to deliver targets and business plan.
• Manage and develop operational client relationships through review meetings and daily liaison.
• Highlight opportunities for services and process improvements

Skills

Leadership

People management

Call center mgmt

Client engagement

Performance mgmt

Operational planning

Analytical skills

Education

College-level education

Job description

Ubiquity in the Philippines is seeking an Operations Director who will lead the Operations team, deliver key metrics, and partner with client contacts to meet expectations.

The role requires 10+ years in the field, senior leadership experience (AVP/VP/Director), strong call center management, and proven ability to manage remote teams and large headcounts while driving service quality and continuous improvement.