Operations Manager

InteLogix; Bacolod; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

InteLogix is seeking a senior leader to oversee global customer care programs, focusing on SLA/KPI performance and continuous improvement. You will shape roadmaps, drive data-driven decision making, and collaborate with cross-functional teams to optimize customer experience.

The role requires strong stakeholder management, budgeting, and people leadership to ensure service levels meet and exceed client expectations while maintaining compliance and governance.

Qualifications

• Experience leading customer care teams with a global scope.
• Proven ability to define and track SLA/KPI reporting.
• Strong stakeholder management and client relationship skills.
• Track and optimize KPIs through data-driven insights.
• Experience with budgeting and workforce planning.

Responsibilities

• Lead global customer care roadmap aligned to SLAs and KPIs.
• Develop and present SLA/KPI reporting to leadership.
• Manage client communications and relationships.
• Redesign processes to improve KPIs and efficiency.
• Oversee training and development of staff to exceed service levels.
• Ensure regulatory compliance and audit readiness.

Job description

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Key Responsibilities:

• - Lead customer care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs.
• - Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership.
• - Manage client communication and relationships.
• - Evaluate existing systems and processes and implement redesigns to improve and optimize KPIs and efficiency.
• - Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals.
• - Oversee the deployment of technology and features that improve customer experience.
• - Act as a change agent, systematically driving continuous improvement and operational excellence.
• - Stay abreast of overall business targets, schedules, and activities.
• - Work closely with other functions for efficient day-to-day business operations.
• - Collaborate other groups to address customer-impacting issues, armed with clear, data-driven business cases.
• - Manage the appropriate budgets and ensure staffing workforce planning adequately to cover volume and achieve SLAs.
• - Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations.
• - Ensure full compliance with all regulations, compliance, and audit reports.
• - Manage P&L for the program(s).
• - Participate in community engagement activities