Operations Manager

Canon New Zealand; Taguig; On-site; PHP 1,000,000 - 1,900,000; Full time

Job summary

Canon New Zealand in Metro Manila seeks an experienced Operations Manager to lead BPO operations and drive service delivery excellence. You will manage direct reports, allocate work per policy, and review performance metrics to ensure accuracy and efficiency.

The role focuses on driving process improvements, promoting kaizen, standardizing audits, and building strong client relationships to meet SLAs and KPIs across multiple programs.

Qualifications

• 7+ years of proven success in an operations management role in a BPO setting.
• Ability to coach, develop action plans, maximize performance, and provide effective feedback.
• Strong ability to analyze and improve work processes and establish actionable plans to reach goals.
• Ability to work under pressure with professionalism and task focus to completion.
• Excellent interpersonal and written/verbal communication with internal and external stakeholders.
• Strong analytical and strategic-thinking abilities.
• Proven ability to organize and prioritize projects in a fast-paced, deadline-driven environment.
• Willingness to work on a flexible schedule.

Responsibilities

• Promote development of direct reports through continuous training and coaching.
• Ensure work is allocated and executed in line with policies and business requirements.
• Manage and review operational reports (attendance, performance feedback programs, client scorecards, metrics) for accuracy and effectiveness.
• Drive process improvement initiatives by identifying risks and integrating automation solutions.
• Promote kaizen initiatives within the business and the organization.
• Standardize internal audit processes and measurements to ensure data integrity and operational effectiveness.
• Build and maintain strong relationships with clients and stakeholders to meet and exceed expectations.
• Lead quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations.
• Provide leadership and guidance to direct reports, ensuring consistent implementation of Code of Conduct and Discipline Management.
• Conduct regular one-on-one meetings with direct reports to assess performance and provide developmental coaching.
• Collaborate with cross-functional teams to enhance tools, reporting systems, and training frameworks.
• Attend and contribute to business reviews with clients, providing insights and feedback.
• Create a positive work environment through employee engagement and promptly resolve employee relations issues.

Skills

Coaching

Process improvement

Stakeholder management

Team leadership

Analytical thinking

Communication skills

Job description

• Promote development of direct reports through continuous training.
• Ensure work is allocated and executed in line with organizational policies and business requirements.
• Manage and review operational reports, including attendance adherence, performance feedback programs (PFP), client scorecards, and metrics management reports, to ensure accuracy and effectiveness.
• Drive process improvement initiatives by identifying risks and integrating automation solutions.
• Promote kaizen initiatives within the business and the organization.
• Standardize internal audit processes and measurements to ensure data integrity and operational effectiveness.
• Build and maintain strong relationships with clients and stakeholders, ensuring their needs are met and expectations are exceeded.
• Lead quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations.

• Provide leadership and guidance to direct reports, ensuring consistent implementation of the company Code of Conduct and Discipline Management.
• Conduct regular one-on-one meetings with direct reports to assess individual and team performance and provide ongoing developmental coaching.
• Collaborate with cross-functional teams to enhance tools, reporting systems, and training frameworks.
• Attend and contribute to business reviews with clients, providing valuable insights and feedback.
• Create a positive work environment through employee engagement and resolve any employee relations issues in a prompt and professional manner.

Qualifications/Experience

• Minimum of 7 years of proven success in an operations management role in a BPO-setting.
• Demonstrated ability to coach, develop action plans, maximize performance, and provide effective feedback.
• Strong capability in analyzing and improving work processes, establishing actionable plans to achieve specific goals.
• Ability to work well under pressure, maintaining a professional demeanor while following through on tasks to completion.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to present information effectively to internal and external stakeholders.
• Strong analytical and strategic-thinking abilities.
• Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.
• Willingness to work on a flexible schedule.