Operations Manager - Ayala 30th, Pasig (For Pooling)

Foundever®; Pasig; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

Foundever is seeking an Operations Manager to serve as a key operational and strategic partner to the Senior Manager, Account Operations, driving client satisfaction, contractual performance, and profitability. You will bridge client expectations with day-to-day operations to ensure aligned KPIs, contract compliance, accurate financial management, and a highly engaged team across the program.

You will lead continuous improvement initiatives, manage end-to-end service delivery, oversee budget

Qualifications

• 5-7 years in BPO or contact center operations with 2-3 years in an Operations Manager role.
• Experience managing multi-team or large-scale programs.
• Strong proficiency in tracking budgets, invoicing, and revenue forecasting.
• Proven ability to lead, coach, and develop frontline leaders.

Responsibilities

• Strategic client partnership and governance across client and internal leadership.
• Oversee daily operations and ensure metrics and program launches.
• Manage budgets, GP targets, and revenue forecasting with tight variance.
• Mentor Account Supervisors and Team Leaders; drive engagement and retention.

Skills

Strategic partnership

Operational leadership

Financial management

People leadership

SLA management

Communication

Forecasting analytics

Education

Bachelor's degree in Business Administration

Job description

Go further with Foundever®

Are you ready to move your career forward? At Foundever®, you will find our call center jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.

About the Role

As an Operations Manager, you will serve as a key operational and strategic partner to the Senior Manager, Account Operations, driving overall client satisfaction, contractual performance, and financial profitability. In this role, you will bridge client expectations with day-to-day operations ensuring strictly aligned KPIs, robust contract compliance, accurate financial management, and a highly engaged team across the program.

You will lead continuous improvement initiatives, manage end-to-end service delivery, oversee budget adherence (tracking GP targets and revenue forecasting within tight parameters), and directly mentor front-line leadership to maintain operational excellence across all shifts and functions.

Key Responsibilities & Highlights

• Strategic Client Partnership & Governance: Function as the primary operational bridge between the client and internal leadership. Maintain client rapport, lead performance reporting reviews, manage contract updates or scope shifts, and support pricing and scope negotiations.

• Operational Leadership & Quality Delivery: Oversee daily operations to ensure all divisions run in synergy. Drive adherence to core operational metrics (SLAs, AHT, CSAT, Quality, and Escalations), implement continuous improvement programs, and manage end-to-end program launches alongside support teams.

• Financial Management & Revenue Tracking: Account for account revenue, gross profit objectives, and budget tracking. Oversee invoice accuracy, manage collections timelines, and maintain locked financial forecasts within a +/- 5% variance of actuals.

• People Leadership & Team Development: Supervise, motivate, and mentor Account Supervisors and Team Leaders. Conduct performance reviews (PEP/PMP), oversee workforce planning and approval flows, manage waterfall training, and drive employee engagement and retention.

Qualifications

• Education: Bachelor's degree in Business Administration, Management, Finance, or any related field.

• Experience: Minimum 5-7 years of progressive leadership experience in BPO or contact center operations, with at least 2-3 years in an Operations Manager role handling multi-team or large-scale programs.

• Industry Background: Proven experience managing BPO/Shared Services operations (experience in financial services, or complex customer service operations preferred).

• Client & Account Management: Demonstrated ability to drive day-to-day client communications, manage service level agreements (SLAs), prepare performance reports, and support senior leadership in contract and scope reviews.

• Financial Management: Strong proficiency in tracking program budgets, managing invoice accuracy, monitoring P&L/gross profit targets, and maintaining accurate revenue forecasting.

• Operational Expertise: Deep understanding of continuous improvement methodologies, process standardization, and designing quality and productivity programs across teams.

• People Leadership: Proven track record in leading, motivating, and developing front-line leaders (Account Supervisors, Team Leads) through regular performance reviews (PEP/PMP), coaching, and waterfall training.

• Performance & SLA Adherence: Solid experience in monitoring core contact center metrics (AHT, CSAT, Quality, Escalations, and Staffing) to consistently meet or exceed client expectations.

• Communication & Stakeholder Management: Polished written and verbal communication skills for leading client presentations, handling escalations, and conducting center-wide troubleshooting.

• Analytical & Reporting Skills: Strong ability to analyze statistical/historical trends, build forecasting models, and present actionable data to internal management and external clients.

Foundever is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, marital status, veteran status or disability status.