Operations Manager/Supervisor

Bravissimo Resourcing Inc.; Manila; On-site; PHP 669,600 - 1,004,400; Full time

Job summary

A leading BPO solutions provider is seeking an Operations Manager to oversee a pioneering account in Metro Manila, Philippines. The role demands strong leadership, operational management experience, and the ability to drive client success through effective performance metrics. Ideal candidates will have extensive experience in managing teams, creating effective governance structures, and familiarity with HCM platforms such as Workday and ADP. This position requires a proactive approach in managing operational performance and cross-functional collaboration.

Qualifications

• 7-8 years of related experience in operations management.
• At least 2-3 years in managing Supervisors or Team Leads.
• Experience in launching new BPO accounts.

Responsibilities

• Manage performance for Associate Managers and Team Leads.
• Lead multiple programs with Profit & Loss accountability.
• Create SOPs and governance structures.

Skills

Operations management experience

Leadership capabilities

Analytical skills

Capacity planning

Experience with HCM Platforms

Customer service experience

Education

Bachelor's Degree in any field

Tools

Workday

ADP

SAP

UKG

Job description

Operations Manager (Pioneer Account)

Qualifications

• Bachelor's Degree in any field
• 7–8 years of related experience in operations management.
• At least 2-3 years of experience in managing Supervisors, Team Leads, or Associate Managers.
• Experience in HCM Platforms (Workday, ADP, SAP) is required.
• Experience in Customer Service or similar functions.
• Proven leadership in launching new BPO accounts, transitions, or pilot programs.
• Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account.
• Experience in continuous improvement frameworks (Lean Six Sigma preferred).
• Familiarity with HRIS/HCM, payroll, or SaaS support environments (UKG, ADP, Workday, etc.) highly preferred.
• Ability to work with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to execute launch objectives.
• Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.

Key Responsibilities

• Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs.
• Lead multiple programs or LOBs, including Profit & Loss accountability.
• Act as site POC and oversee business continuity requirements.
• Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows.
• Drive client calibration rituals, success metrics definition, and performance governance (daily/weekly/monthly cycles).
• Oversee all pilot readiness components: hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness.