Operations Manager: Lead High-Impact CX & Team Performance

AAPMI Acquire Asia Pacific Manila, Inc.; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

AAPMI Acquire Asia Pacific Manila, Inc. in Quezon City, Philippines is seeking an Operations Manager Level 6 to oversee client programs, ensure profitability, and drive KPI attainment.

You will monitor queues, coach teams, and coordinate with workforce to maintain staffing and schedules. The role emphasizes leadership, performance reviews, incentive design, and collaboration with top management and clients to translate data into actionable improvements.

Qualifications

• Adaptive to changing work schedules and environment; operates with minimal direction.
• Proven time management, multi-tasking skills; detail oriented, analytical, problem-solver, and sound decision maker.
• Project management and presentation skills.
• Professional communication skills both verbal and written.

Responsibilities

• Ensure profitability of the program by driving the attainment of client KPIs and targets.
• Monitors the queue to ensure service metrics are met and coaches on sales metrics and policy adherence.
• Coordinates with Workforce for staffing, leaves, absences and attrition.
• Conducts performance planning/appraisals and provides coaching to high-potential team members.
• Designs and implements daily/weekly/monthly incentive schemes to drive performance.
• Ranks team performance to provide a solid basis for assessments.
• Liaisons with Top Management and the Client regarding program performance.
• Analyzes information and translates data into tangible program performance insights.

Job description

AAPMI Acquire Asia Pacific Manila, Inc. in Quezon City, Philippines is seeking an Operations Manager Level 6 to oversee client programs, ensure profitability, and drive KPI attainment.

You will monitor queues, coach teams, and coordinate with workforce to maintain staffing and schedules. The role emphasizes leadership, performance reviews, incentive design, and collaboration with top management and clients to translate data into actionable improvements.