Operations Manager

Canon Australia; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Canon Australia is seeking an experienced Operations Manager in the Philippines with 7+ years in BPO leadership to drive performance, coaching, and process enhancements. You will lead direct reports, manage cross-functional teams, and ensure SLAs and KPIs are met while upholding the Code of Conduct.

A proactive mindset and strong stakeholder management are essential. The role emphasizes kaizen culture, data-driven decision making, and continuous development of reporting frameworks, with

Qualifications

• Minimum of 7 years of proven success in an operations management role in a BPO setting.
• Proven 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 goals.
• Ability to work well under pressure, maintaining professionalism and follow-through to completion.
• Excellent written and 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-oriented environment.
• Willingness to work on a flexible schedule.

Responsibilities

• 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.

Skills

Coaching

Process improvement

People management

Communication skills

Analytical thinking

Stakeholder management

Prioritization under pressure

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.

Essential Duties

• 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.