Operations Manager

Emapta Global; Pampanga; Hybrid; PHP 1,400,000 - 2,100,000; Full time

Benefits offered by this job

HMO Day 1

Hybrid work setup

Office gym access

Lifestyle perks

Employee referral incentives

Paid annual leave

Job summary

Emapta Philippines is seeking an experienced Operations Manager to strengthen service delivery, workforce effectiveness, and scalable operations. You will lead complex BPO operations with international impact and mentor multi-functional teams.

This hybrid role focuses on KPI management, process improvements, and collaboration with global stakeholders. Enjoy premium benefits, career stability, and growth opportunities in a hybrid work environment.

Qualifications

• 8+ years in BPO with 5+ years in operations management.
• Experience leading multi-functional, remote or distributed teams.
• Strong knowledge of KPIs, SLAs, productivity and workforce management.
• Analytical mindset using data to drive decisions.
• Excellent organizational, planning, and stakeholder management.

Responsibilities

• Lead daily operations to achieve KPIs and service objectives.
• Monitor KPIs, SLAs, customer satisfaction, and performance.
• Identify and implement process improvements for efficiency and scalability.
• Use data analytics to support strategic decisions.
• Lead multi-functional teams across remote/distributed locations.

Skills

BPO operations

Remote teams

KPI management

Data analysis

Stakeholder mgmt

MS Excel

Tools

Reporting tools

Job description

Set the Operating Standard for Enterprise Performance

Operational excellence becomes a competitive advantage when experienced leaders connect people, performance, and strategy. The Operations Manager strengthens service delivery, workforce effectiveness, and scalable operations while influencing client success and sustainable business growth. Lead complex BPO operations with international impact while expanding your leadership scope. With Emapta, Top 1% talent gains a Top 1% experience through premium benefits, global exposure, career stability, continuous development, work-life balance, and a long-term global career built for meaningful progression.

Job Overview

• Employment Type: Full Time
• Shift: Flexible graveyard shift within the 9:00 PM to 9:00 AM operating window
• Work Setup: Hybrid
• Day 1 HMO
• Competitive Salary Package
• Prime office location in Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Paid annual leave with leave conversion benefits
• Employee engagement and wellness initiatives
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Required

• 8+ years of BPO industry experience, including at least 5 years of direct operations management experience overseeing day-to-day operations, service delivery, team performance, and business results
• Experience leading multi-functional, remote, or geographically distributed teams, including coaching and developing high-performing teams
• Strong command of operational KPIs, SLAs/service levels, productivity, quality, workforce management, employee relations, and operational procedures
• Strong analytical and problem-solving skills, using business data to identify issues and inform decisions
• Excellent organizational, planning, prioritization, communication, presentation, client, and stakeholder management skills
• Proficiency in Microsoft Office applications and business reporting tools

Preferred

• Experience driving employee engagement, retention, organizational growth, operational scalability, and continuous improvement
• Exposure to Lean, Six Sigma, or other process improvement methodologies
• Experience managing client relationships and stakeholder expectations in service-driven environments

Your Daily Tasks

Operations & Performance

• Lead daily operations to achieve productivity, quality, service, and business objectives
• Monitor KPIs, SLAs, customer satisfaction, and operational performance to drive continuous improvement
• Identify and implement process improvements that enhance operational efficiency, scalability, and service delivery
• Leverage business data and analytics to support strategic decision-making and operational effectiveness
• Execute strategic initiatives while ensuring budget compliance
• Lead multi-functional, remote, and geographically dispersed teams to deliver consistent operational results and foster a high-performance culture

Leadership & People Management

• Build and sustain a positive, accountable, and high-performance culture
• Coach, mentor, and develop managers and employees to maximize individual and team performance
• Manage employee relations, performance management, and organizational change initiatives
• Oversee talent development, succession planning, onboarding, and career growth programs

Employee Engagement & Talent Development

• Drive employee engagement, recognition, and retention initiatives
• Partner with Talent Acquisition to support workforce planning and hiring strategies
• Support leadership development and continuous learning initiatives

Strategy & Business Growth

• Develop and execute operational strategies aligned with business objectives
• Partner with key stakeholders to support organizational growth, scalability, and operational readiness
• Lead strategic projects that improve operational performance, employee experience, and business outcomes
• Manage budgets, forecasts, staffing plans, and resource allocation
• Monitor operational expenses and identify cost optimization opportunities
• Ensure workforce capacity and operational continuity

Stakeholder Management

• Build strong relationships with clients, business leaders, and cross-functional partners
• Communicate operational performance, business risks, and strategic recommendations effectively
• Align stakeholders on business priorities and service commitments

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.