Operations Leader: Client Success & Process Innovation

TGT Global; Taguig; Hybrid; PHP 1,440,000 - 3,000,000; Full time

Benefits offered by this job

HMO & Life

Dental & Life Insurance

PTO 24 days

Annual appraisals

Awards & referrals

Free meals

Career development

Certifications

Employee savings program

Office culture

BGC & Eastwood offices

Day shift

Job summary

TGT GLOBAL in Manila Bay area (BGC and EASTWOOD) is seeking an experienced Senior Operations Leader to drive performance across multiple client accounts and teams. You will lead site operations, workforce planning, and strategic initiatives to ensure service excellence.

Ideal candidate brings 5+ years of leadership in BPO/offshoring environments, strong stakeholder advisory skills, and a data-driven mindset to optimize engagement and retention. Day shift role in a vibrant campus-style setting.

Qualifications

• 5+ years of operations leadership experience, with at least 2 years as an Operations Manager.
• Proven experience managing multiple teams and strategic client accounts.
• Strong background in client management, workforce planning, and service delivery.
• Experience leading TLs, ATLs, SMEs, and cross-functional teams.
• Hands-on experience with process improvement projects and operational initiatives.
• Strong exposure to site operations, facilities, and IT escalation processes.
• Background in offshoring, BPO, or professional services is a plus.

Responsibilities

• Lead multiple teams and key client accounts, driving performance, engagement, and retention.
• Manage and develop Team Leaders, Assistant Team Leaders, and SMEs to achieve operational targets.
• Build strong client partnerships, serving as a strategic advisor on operational and people matters.
• Partner with clients on workforce planning, headcount, training, KPIs, and performance initiatives.
• Drive process improvements and operational innovation across multiple client accounts.
• Oversee site readiness, operational coverage, onboarding/offboarding, and disaster recovery escalations.
• Lead client business reviews and strategic initiatives, ensuring service quality and client satisfaction.
• Collaborate with HR, Finance, Sales, Facilities, IT, and other stakeholders to resolve issues and ensure seamless operations.

Skills

Operations leadership

Client accounts management

Workforce planning

Service delivery

Leading TLs/ATLs/SMEs

Process improvement

Site operations

Offshoring/BPO

Job description

TGT GLOBAL in Manila Bay area (BGC and EASTWOOD) is seeking an experienced Senior Operations Leader to drive performance across multiple client accounts and teams. You will lead site operations, workforce planning, and strategic initiatives to ensure service excellence.

Ideal candidate brings 5+ years of leadership in BPO/offshoring environments, strong stakeholder advisory skills, and a data-driven mindset to optimize engagement and retention. Day shift role in a vibrant campus-style setting.