Operations Manager | Iloilo

HGS; Iloilo; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

HGS in the Philippines is seeking an Operations Manager who will oversee daily operations, drive service excellence, and manage performance across the program in a fast-paced environment.

The role requires strong leadership, client-facing skills, and the ability to monitor operational metrics, ensure compliance, and develop staff while working onsite in Mandurriao, Iloilo on a graveyard/shifting schedule.

Qualifications

• Requires minimum 3 years managerial experience in Operations.
• Strong client-facing and presentation skills.
• Demonstrated ability to lead strategically and tactically.
• Willingness to work onsite in Mandurriao, Iloilo on a graveyard/shifting schedule.

Responsibilities

• Oversee daily operations and ensure service excellence across the program.
• Monitor performance metrics (call handling times, service levels, quality grades) and drive improvements.
• Lead staff development through coaching, performance reviews, and succession planning.
• Ensure confidentiality, integrity, and availability of information; enforce privacy policies.
• Coordinate with clients to present performance, address issues, and implement improvements.
• Manage CPI/process improvements and align procedures with client and internal policies.

Skills

Leadership

Client-facing

Presentation skills

Strategic thinking

Onsite work

Education

Bachelor's degree

Job description

The Operations Manager is responsible for overseeing daily operations, ensuring service excellence, and driving performance across the program. This role requires strong leadership, client-facing skills, and the ability to manage operational metrics, compliance standards, and staff development in a fast-paced, shifting environment.

Shift Management Function:

• Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports.
• Work with Shift Manager/Team Leaders to administer program and implement both client and in house policy.
• Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics.
• Interface with client during visits, do presentation regarding performance of the program if need be and elevate issues that are out of the ordinary.
• Monitor daily all areas of performance metrics to assure that standards are met across the board using the chronicle.
• Attend weekly operations review and present action plans to issues that need to be addressed.
• Collate and respond to operational issues as reported by Shift Managers/Team Leaders – as needed.
• Escalate operational issues beyond level of authority to the Operations Manager/Sr. Operations Manager/ Director of Operations – as needed.
• Inform Account Manager, Operations Manager and Director of Operations when the system needed (system error/downtime) to handle calls are not working effectively – as needed.
• Submit weekly and monthly ops review report to the Operations Manager/ Director of Operations.

Quality Management/Standards Compliance Function:

• Minimize or manage at acceptable level the customers' complaints
• Work with Account Manager, Operations Manager and Operations Director to further develop program and implement policy – as needed.
• Work with the Shift Managers or Team Leaders in coordination with other groups in coming up with programs that will help further develop the associates.
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.

Staff Development Function:

• Ensure that the Contact Center meets productivity standards – daily.
• Provide daily leadership and motivation to a team.
• Conduct monthly one-on-one coaching to Shift Managers/Team Leaders and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.
• Devising a strategic communication plan to ensure all changes are relayed on time and accurately.
• Conduct weekly meeting with Shift Managers/Team Leaders and discuss team and program performance, issues and share best practices.
• Design development plans for Shift Manager/Team Leaders. Prepare for succession plan if in case the position got vacated in the future.
• Initiate and support all employee satisfaction and workplace programs.
• Consult personnel / program issues to Operations manager/ Operations Director in terms of further decision-making.
• Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition.

Program Administration

• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.
• Reports Information Security related incidents without any delay to the right authority.
• Responsible in ensuring that privacy policies and procedures are communicated and understood by the team.
• Responsible for identifying the risks associated with the identified assets and development of appropriate controls for its mitigation
• Assesses the adequacy and coordinates the implementation of specific information security within the area of responsibility
• Ensures protection of individual assets and ensure understanding of Operations on the security processes and control
• Protects the organization's assets thru upholding the principles of the Quality Information Security Management System.
• Conducts periodic checks of people assets (NIDs, Headcount and Access withdrawal) and check if these assets are properly accounted for
• Conducts periodic checks and inventory on system IDs and facilitates monthly reconciliation thereafter
• Conducts regular updates on the organizational policies and procedures
• Report security incidents as quickly as possible
• Monitors significant changes in the exposure of information assets to major threats
• Encourage the members of his team to report any observed or suspected security weaknesses in, or threats to systems or services

Program Development

• Conducts regular audits and risk assessments to demonstrate compliance with the clients, regulatory, state and accreditation requirements.
• Works closely with Audit Team, as well as Process Owners of different business units and functional areas in assessing the adequacy and effectiveness of quality and security controls, policies and procedures and corrective/preventive action plans.
• Maintains and submits all required reports on or before the deadlines ensuring completeness, accuracy, quality and integrity of information
• Designing, implementing and analyzing reports to establish patterns and trends of compliance issues as they may arise.
• Providing quantifiable data to all quality and compliance judgments that are made.

Qualifications:

• Bachelor's degree in any field.
• Minimum of 3 years managerial experience in Operations
• Strong client-facing and presentation skills.
• Demonstrated ability to lead strategically and tactically.
• Must be willing to work onsite in Mandurriao, Iloilo on a graveyard/shifting schedule.