Operations Leader: Client Programs & Excellence

IBEX Global Solutions (Philippines) Inc.; Davao City; On-site; PHP 1,000,000 - 1,300,000; Full time

Job summary

IBEX Global Solutions Philippines Inc. is seeking an Operations Manager to lead one or more client programs by driving operational excellence, achieving business objectives, and delivering exceptional customer experiences.

This role oversees Team Managers, ensuring KPIs are met and client partnerships are strong. You will promote a culture of continuous improvement, coach leaders, and manage performance reviews, with responsibility for budgeting and staffing alignment.

Qualifications

• Minimum of 4 years of leadership experience in a BPO/CC environment.
• 2–3 years of experience as an Operations Manager or equivalent leadership role.
• Proven experience managing multiple Team Managers and large-scale operations.

Responsibilities

• Lead day-to-day operations of assigned program(s) to meet service levels and objectives.
• Drive performance against KPIs including CSAT, Quality, Productivity and Financial targets.
• Monitor performance via dashboards and reviews; implement corrective actions.
• Lead Team Managers; conduct reviews, coaching, calibration and succession planning.
• Foster an engaged workforce aligned with IBEX culture; manage employee relations with HR.
• Partner with Workforce Management, IT, and other functions to ensure operational success.
• Support client governance meetings and strategic planning discussions.

Skills

Leadership

Operational Excellence

People Development

Analytics

Stakeholder Management

Communication

Tools

Microsoft Excel

PowerPoint

Operational reporting tools

Job description

IBEX Global Solutions Philippines Inc. is seeking an Operations Manager to lead one or more client programs by driving operational excellence, achieving business objectives, and delivering exceptional customer experiences.

This role oversees Team Managers, ensuring KPIs are met and client partnerships are strong. You will promote a culture of continuous improvement, coach leaders, and manage performance reviews, with responsibility for budgeting and staffing alignment.