Operations Leader - Launch & Scale New BPO Accounts

vCustomer Philippines, Inc.; Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Growth opportunities

Learning and development

Inclusive, supportive, people-first

Job summary

Tech Mahindra Philippines is seeking an Operations Manager to contribute to planning and strategy as part of the management team. You will manage performance, lead multiple programs with P&L accountability, and act as site POC for business continuity.

You will launch and stabilize new accounts and drive cross-team improvements. The role requires a Bachelor's degree and 7–8 years in operations management with strong client management and KPI definition capabilities.

Qualifications

• Bachelor's degree in a related field.
• 7–8 years in operations management.
• 2–3 years supervising Supervisors, Team Leads, or Associate Managers.
• Experience in Customer Service or similar functions.
• BPO account experience is highly recommended.
• Proven leadership launching new BPO accounts, transitions, or pilot programs.
• Strong experience in client management, including executive communication and hosting client visits.
• Deep competency in capacity planning, WFM forecasting, and cost modeling.
• Experience in continuous improvement frameworks (Lean Six Sigma preferred).
• Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.

Responsibilities

• Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs.
• Lead multiple programs or LOBs, including Profit & Loss accountability.
• Act as site POC and oversee business continuity requirements.
• Increase efficiency of support functions through coordinated cross-team improvements.
• Implement and oversee the quality of deliverables; manage team relationships to ensure exceptional performance.
• Establish operational objectives and delegate assignments to subordinate leaders.
• Lead complex client engagements involving the design and implementation of business solutions.
• Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows.
• Drive client calibration rituals, success metrics definition, and performance governance (daily/weekly/monthly cycles).
• Oversee all pilot readiness components: hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness.

Skills

Operations management

Leadership

Client management

WFM forecasting

Capacity planning

Cost modeling

Lean Six Sigma

KPI development

Dashboard building

Executive communication

BPO experience

Education

Bachelor's degree

Job description

Tech Mahindra Philippines is seeking an Operations Manager to contribute to planning and strategy as part of the management team. You will manage performance, lead multiple programs with P&L accountability, and act as site POC for business continuity.

You will launch and stabilize new accounts and drive cross-team improvements. The role requires a Bachelor's degree and 7–8 years in operations management with strong client management and KPI definition capabilities.