Operations Manager

Support Services Group; Pasig; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Support Services Group in Metro Manila is seeking an Operations Manager to oversee daily operations, drive performance, and support team growth while ensuring service delivery meets client expectations.

You will collaborate with senior leadership, sales, and business development to improve efficiency, monitor metrics, and maintain high client satisfaction.

This role focuses on optimizing processes, managing campaigns, and delivering measurable results for diverse clients.

Responsibilities

• Support the planning and coordination of operational infrastructure in line with company policies and legal requirements.
• Manage and develop inbound and outbound sales and/or service teams to achieve performance and service-level targets.
• Monitor individual and team performance metrics, ensuring quality control measures are consistently applied.
• Oversee day-to-day operational activities, implementing policies, procedures, and operational initiatives.
• Ensure sales and service commitments are met by effectively managing lead handling and conversion of warm and hot leads.
• Track, measure, and analyze operational and sales performance metrics.
• Prepare and submit accurate daily, weekly, and monthly operational reports.
• Identify performance gaps and recommend process improvements to enhance efficiency and results.
• Work closely with Marketing and Business Development teams to support campaign execution and measure effectiveness.
• Assist in testing, evaluating, and optimizing campaigns to improve lead quality and conversion rates.
• Support initiatives that drive additional business from existing clients.
• Contribute to business improvement initiatives by gathering operational requirements and providing practical insights.
• Coordinate with internal teams to ensure improvement projects are delivered effectively and on schedule.
• Maintain regular communication with clients regarding operational updates and service enhancements.
• Support issue resolution and elevate concerns as needed to ensure client satisfaction.
• Proactively recommend improvements to services and processes to meet client needs better

Job description

We are looking for a highly driven Operations Manager to oversee daily operational performance, support team growth, and ensure service delivery meets both organizational standards and client expectations. In this role, you will work closely with senior leadership, sales, and business development teams to drive operational efficiency, performance improvement, and client satisfaction.

KEY RESPONSIBILITIES

Operations & Team Management

• Support the planning and coordination of operational infrastructure in line with company policies and legal requirements.
• Manage and develop inbound and outbound sales and/or service teams to achieve performance and service-level targets.
• Monitor individual and team performance metrics, ensuring quality control measures are consistently applied.
• Oversee day-to-day operational activities, implementing policies, procedures, and operational initiatives.
• Ensure sales and service commitments are met by effectively managing lead handling and conversion of warm and hot leads.

Performance & Reporting

• Track, measure, and analyze operational and sales performance metrics.
• Prepare and submit accurate daily, weekly, and monthly operational reports.
• Identify performance gaps and recommend process improvements to enhance efficiency and results.

Collaboration & Campaign Support

• Work closely with Marketing and Business Development teams to support campaign execution and measure effectiveness.
• Assist in testing, evaluating, and optimizing campaigns to improve lead quality and conversion rates.
• Support initiatives that drive additional business from existing clients.

Business Improvement & Client Support

• Contribute to business improvement initiatives by gathering operational requirements and providing practical insights.
• Coordinate with internal teams to ensure improvement projects are delivered effectively and on schedule.
• Maintain regular communication with clients regarding operational updates and service enhancements.
• Support issue resolution and elevate concerns as needed to ensure client satisfaction.
• Proactively recommend improvements to services and processes to meet client needs better