Operations Manager (Cebu)

Multitude Global Services Corp; Cebu City; On-site; PHP 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Private health insurance

Internet allowance

Remote-friendly policies

Workation programme

13th month pay

Up to 20 days service incentive leave

Job summary

Multitude Global Services Corp is looking for an Operations Manager in Cebu City to oversee and enhance daily operations. This role requires a strong people leader with a results-driven mindset to ensure operational excellence and high-quality service delivery.

You will manage KPIs, collaborate with various stakeholders, and identify performance improvement opportunities. A data-driven approach and proficiency in English are essential for success in this fast-paced environment.

Qualifications

• Proven experience in operations management or similar leadership role.
• Strong experience managing operational KPIs and SLAs.
• Experience leading teams in a fast-paced customer operations environment.
• Strong people-management and coaching skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Strong communication and stakeholder management skills.
• Ability to work under pressure and drive operational performance.

Responsibilities

• Oversee and manage day-to-day operations to ensure smooth and efficient service delivery.
• Monitor operational productivity, service quality, and customer experience.
• Develop, implement, and monitor KPIs and SLAs for operational performance.
• Lead, coach, and develop operational staff.
• Collaborate with internal departments and communicate operational updates.

Skills

Operations management

KPI & SLA management

People management

Analytical skills

Communication skills

Job description

Overview

We’re Hiring Operations Manager who will lead and elevate day‑to‑day operations in a fast‑paced, customer‑focused environment. In this role, you’ll drive operational excellence by owning KPIs and SLAs, optimizing processes, and ensuring high‑quality service delivery. You’ll lead and develop teams, collaborate with key stakeholders, and continually identify opportunities to improve performance, efficiency, and customer experience. If you’re a strong people leader with a data‑driven mindset and a passion for delivering results, we’d love to hear from you.

Key Responsibilities

• Operational Management
  • Oversee and manage day‑to‑day operations to ensure smooth and efficient service delivery.
  • Ensure operational processes are executed in line with company standards, client requirements, and regulatory guidelines.
  • Monitor operational productivity, service quality, and customer experience.
  • Identify operational risks and implement corrective actions where needed.
  • Drive process improvement initiatives to enhance efficiency and operational performance.
• KPI & SLA Management
  • Take full ownership and accountability for operational KPIs and SLAs.
  • Monitor team and operational performance against agreed targets.
  • Analyze operational reports and performance trends to identify improvement opportunities.
  • Develop and implement action plans to improve results and close performance gaps.
  • Ensure consistent achievement of service levels, productivity, and quality targets.
  • Drive operational performance through effective management, coaching, and accountability.
• People Management & Development
  • Lead, coach, and develop operational staff.
  • Conduct regular performance reviews, feedback sessions, and coaching activities.
  • Support employee engagement, retention, and development initiatives.
  • Manage workforce planning, scheduling, and resource allocation.
  • Foster a positive, high‑performance, and customer‑focused culture.
• Stakeholder Management
  • Collaborate with internal departments including Quality, Training, HR, Compliance, and Workforce Management.
  • Communicate operational updates, risks, and improvement plans to senior management.
  • Support implementation of new processes, tools, and operational initiatives.

Requirements

• Proven experience in operations management or similar leadership role.
• Strong experience managing operational KPIs and SLAs.
• Experience leading teams in a fast‑paced customer operations environment.
• Strong people‑management and coaching skills.
• Excellent analytical, problem‑solving, and decision‑making abilities.
• Strong communication and stakeholder management skills.
• Ability to work under pressure and drive operational performance.

Languages

Strong verbal and written communication skills in English are required. Fluency in one of the following languages is required: Finnish, Swedish, Danish, German, Latvian, Estonian.

Benefits

• Truly global workplace – collaborate with 40+ nationalities across 25+ countries.
• Hybrid & flexible work – remote‑friendly policies and modern offices across Europe.
• Culture of growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes.
• Workation programme – work remotely from abroad for up to 2 months per year.
• Financial growth opportunities – share purchase matching programme, doubling contributions.
• Private health insurance – full medical coverage.
• Internet allowance – monthly support to stay connected while working remotely.
• Snacks in office – refreshments and light snacks to fuel your workday.
• 13th month pay – guaranteed bonus equivalent to one‑twelfth of your gross annual salary.
• Complete government‑mandated benefits – including SSS, PhilHealth, Pag‑IBIG, and others.
• Up to 20 days service incentive leave – accrued from Day 1, available after 3 months.