Operations Performance Leader - Coach, Grow & Optimize

WNS; Metro Manila; On-site; PHP 1,200,000 - 1,600,000; Full time

Benefits offered by this job

Structured career path

Career progression opportunities

Safe work environment

Free HMO coverage from day 1

Skills training opportunities

Paid leaves

Job summary

WNS is seeking an experienced Senior Operations Leader to manage a team of 15–20 Service Associates, ensuring optimal performance and policy compliance.

You will conduct coaching, performance reviews, and maintain daily operations while coordinating with client leadership on reviews and operational concerns. The role emphasizes engagement, process improvements, and scalable service delivery.

Qualifications

• Minimum of 8+ years experience entailing BPO, particularly in domain accounts.

Responsibilities

• Ensures service levels, targets, and client requirements are met.
• Manages client relationships and provides regular performance updates.
• Analyzes performance and implements process improvements and action plans.
• Ensures compliance with client and company policies and procedures.
• Coordinates with cross-functional teams to resolve operational issues.
• Monitors trends, financial performance, and account profitability.
• Leads, mentors, and develops Assistant Managers and Supervisors.
• Manages priorities, delegates tasks, and ensures timely completion.
• Prepares performance dashboards, capacity reports, and other reports.
• Drives team engagement through coaching, team-building, and recognition activities.

Job description

WNS is seeking an experienced Senior Operations Leader to manage a team of 15–20 Service Associates, ensuring optimal performance and policy compliance.

You will conduct coaching, performance reviews, and maintain daily operations while coordinating with client leadership on reviews and operational concerns. The role emphasizes engagement, process improvements, and scalable service delivery.