Operations Manager - US Tax Services

CPS Asia Pacific; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

CPS Asia Pacific is seeking an experienced Operations Manager to oversee the day-to-day operations and people management of a US Tax Services operation supporting US-based clients.

The role focuses on operational excellence, team performance, client service, and process improvement. The ideal candidate is a hands-on leader who can manage people, processes, and client requirements while ensuring high-quality service delivery.

Qualifications

• Bachelor's degree in Business Administration, Management, Accounting, Finance, or a related field.
• At least 7 years of experience as an Operations Manager.
• Experience managing US-based clients or accounts is highly preferred.
• Strong experience in people management, performance management, and operational leadership.
• Proven experience managing KPIs, productivity, quality, and service delivery.
• Excellent problem-solving, decision-making, and organizational skills.
• Excellent written and verbal English communication skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Willing to work onsite and on a night shift schedule in Ortigas, Pasig City.
• Can start ASAP.

Responsibilities

• Oversee the day-to-day operations of the US Tax Services team.
• Lead, coach, and develop operations teams to achieve performance and service targets.
• Monitor productivity, quality, attendance, service levels, and overall team performance.
• Ensure operational processes and workflows are followed effectively.
• Identify operational gaps and implement process improvements.
• Ensure timely and accurate delivery of services based on client requirements.
• Monitor operational reports and KPIs.
• Handle operational concerns, escalations, and service issues promptly.
• Maintain strong professional relationships with US-based clients.
• Serve as a key point of contact for operational concerns and escalations.
• Provide regular operational updates and performance reports to stakeholders.
• Work closely with Team Leaders and Supervisors to address performance concerns.
• Support recruitment, onboarding, training, workforce planning, and employee development.
• Promote accountability, teamwork, and employee engagement.

Skills

People management

Performance management

Operational leadership

KPIs

Productivity

Quality

Service delivery

Problem solving

Decision making

Organizational skills

English communication

Education

Bachelor's degree in Business Administration, Management, Accounting, Finance, or a related field

Tools

US Tax knowledge

Job description

About the Role

We are looking for an experienced Operations Manager to oversee the day-to-day operations and people management of a US Tax Services operation supporting US-based clients.

The role will focus on operational excellence, team performance, client service, and process improvement. The ideal candidate is a hands‑on leader who can effectively manage people, processes, and client requirements while ensuring consistent and high-quality service delivery.

Key Responsibilities

Oversee the day-to-day operations of the US Tax Services team.

Lead, coach, and develop operations teams to achieve performance and service targets.

Monitor productivity, quality, attendance, service levels, and overall team performance.

Ensure operational processes and workflows are followed effectively.

Identify operational gaps and implement process improvements.

Ensure timely and accurate delivery of services based on client requirements.

Monitor operational reports and key performance indicators (KPIs).

Handle operational concerns, escalations, and service issues promptly.

Maintain strong professional relationships with US-based clients.

Serve as a key point of contact for operational concerns and escalations.

Provide regular operational updates and performance reports to stakeholders.

Work closely with Team Leaders and Supervisors to address performance concerns.

Support recruitment, onboarding, training, workforce planning, and employee development.

Promote accountability, teamwork, and employee engagement.

Qualifications

Bachelor's degree in Business Administration, Management, Accounting, Finance, or a related field.

At least 7 years of experience as an Operations Manager, preferably in a BPO, outsourcing, shared services, or professional services environment.

Experience managing US-based clients or accounts is highly preferred.

Strong experience in people management, performance management, and operational leadership.

Proven experience managing KPIs, productivity, quality, and service delivery.

Excellent problem‑solving, decision‑making, and organizational skills.

Excellent written and verbal English communication skills.

Ability to manage multiple priorities and work effectively in a fast‑paced environment.

Willing to work onsite and on a night shift schedule in Ortigas, Pasig City.

Can start ASAP.

Preferred Experience

Background in US Tax, Accounting, Bookkeeping, or related professional services is an advantage.

Experience managing teams supporting US-based clients.

Experience handling client escalations and maintaining strong client relationships.

Familiarity with operational metrics such as productivity, quality, SLA, utilization, and client satisfaction.