Operations Leader, Continuous Improvement & Delivery

Xerox; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Xerox is seeking an experienced Operations Manager in Cebu City to oversee day-to-day operations, drive productivity, and optimize service delivery. The role emphasizes governance of KPIs, escalation handling, and cross-functional collaboration across process teams.

The ideal candidate will bring strong leadership, data-driven decision making, and a proven track record in continuous improvement within IT-BPM or shared services environments.

Qualifications

• College degree with management experience in IT-BPM/BPO/Shared Services.
• Experience in Project Management and leading operations teams.
• Familiar with digital tools and data-driven decision making.
• Continuous improvement mindset and ability to drive process changes.

Responsibilities

• Define and monitor performance metrics and governance.
• Manage day-to-day operations and work order activities.
• Resolve customer and partner escalations and ensure KPI targets are met.
• Lead process improvement initiatives and collaborate with process teams.
• Develop and coach staff to enhance capabilities and performance.
• Support adoption of new strategic projects and provide required data.

Skills

Leadership

Data analysis

Process improvement

Root cause analysis

Strategic thinking

Team collaboration

Education

College degree

Job description

Xerox is seeking an experienced Operations Manager in Cebu City to oversee day-to-day operations, drive productivity, and optimize service delivery. The role emphasizes governance of KPIs, escalation handling, and cross-functional collaboration across process teams.

The ideal candidate will bring strong leadership, data-driven decision making, and a proven track record in continuous improvement within IT-BPM or shared services environments.