Operations Group Lead – Growth & Excellence (BPO)

Worldwide Resources Solutions Philippines Inc.; Quezon City; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Worldwide Resources Solutions Philippines Inc. is seeking a Group Manager in the Philippines to lead and optimize the operations team, ensuring scalable and high-quality service delivery.

The role focuses on strategic operations, process improvements, and strong client engagement in a dynamic BPO startup environment. Ideal candidates will have extensive experience in operations leadership, change management, and cross-functional collaboration, with a hands-on approach to daily operations and a

Qualifications

• Bachelor's degree in business or related field; master's degree advantageous.
• Proven experience in operations management within BPO or similar; leadership track record.

Responsibilities

• Operational Leadership and Strategy: Develop and implement scalable operational strategies aligned with company goals.
• Lead, mentor, and develop operations teams to achieve high performance and continuous improvement.
• Manage pilot initiatives and report on their impact to guide decisions.
• Oversee performance of new-hire specialists and managers against standards and milestones.
• Lead escalation reviews with clients and maintain strong relationships.
• Act as primary contact for process, system, and product updates across teams.
• Drive alignment between Operations and Training for process changes.
• Monitor KPIs and drive continuous efficiency and quality improvements.
• Collaborate with cross-functional teams to support strategic initiatives.

Skills

Leadership

Operations management

Client relationship

Process improvement

Strategic thinking

People development

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

ERP systems

Job description

Worldwide Resources Solutions Philippines Inc. is seeking a Group Manager in the Philippines to lead and optimize the operations team, ensuring scalable and high-quality service delivery.

The role focuses on strategic operations, process improvements, and strong client engagement in a dynamic BPO startup environment. Ideal candidates will have extensive experience in operations leadership, change management, and cross-functional collaboration, with a hands-on approach to daily operations and a