Operations Manager (Utilities Account)

vCustomer Philippines, Inc.; Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Growth opportunities

Learning and development

Inclusive, supportive, people-first

Job summary

Tech Mahindra Philippines is seeking an Operations Manager to contribute to planning and strategy as part of the management team. You will manage performance, lead multiple programs with P&L accountability, and act as site POC for business continuity.

You will launch and stabilize new accounts and drive cross-team improvements. The role requires a Bachelor's degree and 7–8 years in operations management with strong client management and KPI definition capabilities.

Qualifications

• Bachelor's degree in a related field.
• 7–8 years in operations management.
• 2–3 years supervising Supervisors, Team Leads, or Associate Managers.
• Experience in Customer Service or similar functions.
• BPO account experience is highly recommended.
• Proven leadership launching new BPO accounts, transitions, or pilot programs.
• Strong experience in client management, including executive communication and hosting client visits.
• Deep competency in capacity planning, WFM forecasting, and cost modeling.
• Experience in continuous improvement frameworks (Lean Six Sigma preferred).
• Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.

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.
• Increase efficiency of support functions through coordinated cross-team improvements.
• Implement and oversee the quality of deliverables; manage team relationships to ensure exceptional performance.
• Establish operational objectives and delegate assignments to subordinate leaders.
• Lead complex client engagements involving the design and implementation of business solutions.
• 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.

Skills

Operations management

Leadership

Client management

WFM forecasting

Capacity planning

Cost modeling

Lean Six Sigma

KPI development

Dashboard building

Executive communication

BPO experience

Education

Bachelor's degree

Job description

About the role

As Operations Manager at Tech Mahindra Philippines, you will contribute to organizational planning and strategy as a member of the management team. You will manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs, lead multiple programs or LOBs with Profit & Loss accountability, and act as site POC overseeing business continuity requirements. You will serve as the primary operations owner for launching and stabilizing new accounts.

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




• Increase efficiency of support functions through coordinated cross-team improvements




• Implement and oversee the quality of deliverables; manage team relationships to ensure exceptional performance




• Establish operational objectives and delegate assignments to subordinate leaders




• Lead complex client engagements involving the design and implementation of business solutions




• 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

About you

• Bachelor's degree required




• 7-8 years of related experience in operations management




• Minimum 2-3 years managing Supervisors, Team Leads, or Associate Managers




• Experience in Customer Service or similar functions




• BPO Utilities Account Experience is highly recommended




• Proven leadership in launching new BPO accounts, transitions, or pilot programs




• Strong experience in client management, including executive communication and hosting client visits




• Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account




• Experience in continuous improvement frameworks (Lean Six Sigma preferred)




• Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics

About us

Tech Mahindra Philippines is a Certified Great Place to Work® where growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people build meaningful careers while making a real difference for customers around the world.

Benefits

• Growth opportunities - promotions and career paths await




• Learning and development - trainings to sharpen your skills




• Inclusive, supportive, and people-first workplace




• Health coverage




• Referral rewards when you refer friends to join the team