Operations Supervisor

Flat Planet Philippines , Inc.; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Flat Planet Philippines , Inc. seeks an experienced Client Operations Lead to oversee service delivery, strengthen client relationships, and lead a high-performing operations team. This role drives operational excellence, develops team capability, and ensures client experiences meet SLAs.

Working with internal stakeholders and clients, you will foster accountability, collaboration, and continuous improvement while achieving business objectives and ensuring seamless onboarding and ongoing support.

Qualifications

• Bachelor's degree in Business, Management, or related discipline.
• 7 years' experience in client operations, customer service, account management, or business operations.
• At least 5 years of people leadership experience, leading and developing high-performing teams.
• Proven success managing client relationships, service delivery, KPIs, and SLAs.
• Strong leadership, coaching, stakeholder management, and decision-making skills.
• Excellent communication, problem-solving, and organisational abilities.
• Experience in technical support or IT service operations is highly regarded.
• Proficient in Microsoft Office and CRM or operational management systems.

Responsibilities

• Lead, coach, and develop a high-performing Client Operations team.
• Foster a culture of accountability, collaboration, continuous learning, and operational excellence.
• Provide regular coaching, mentoring, performance feedback, and career development.
• Oversee day-to-day team operations, including attendance, payroll, workforce planning, and KPI performance.
• Drive employee engagement, retention, and cross-functional collaboration.
• Ensure consistent delivery of high-quality services aligned with client expectations and SLAs.
• Monitor daily operations to ensure timely, accurate, and efficient execution of client deliverables.
• Act as the primary escalation point for complex client issues, ensuring prompt resolution and proactive communication.
• Build and maintain strong client relationships through exceptional service and regular engagement.
• Manage client onboarding and support initiatives that enhance the overall customer experience.
• Identify opportunities to expand client relationships while proactively reporting risks and business opportunities to senior leadership.

Skills

People leadership

Client relationships

Operational excellence

KPI & SLAs

Communication

Problem solving

Organisational skills

Education

Bachelor's degree in Business/Management

Job description

Work Arrangement:
- Night Shift
- 100% onsite
Position Summary

We are seeking an experienced and people-focused Client Operations Lead to oversee service delivery, strengthen client relationships, and lead a high-performing operations team. This role is responsible for driving operational excellence, developing team capability, ensuring exceptional client experiences, and continuously improving processes and performance.

Working closely with internal stakeholders and clients, you will champion a culture of accountability, collaboration, and continuous improvement while ensuring operational goals and business objectives are consistently achieved.

Key Responsibilities

Leadership & People Management

• Lead, coach, and develop a high-performing Client Operations team.

• Foster a culture of accountability, collaboration, continuous learning, and operational excellence.

• Provide regular coaching, mentoring, performance feedback, and career development.

• Oversee day-to-day team operations, including attendance, payroll, workforce planning, and KPI performance.

• Drive employee engagement, retention, and cross-functional collaboration.

Client Operations & Service Delivery

• Ensure consistent delivery of high-quality services aligned with client expectations and SLAs.

• Monitor daily operations to ensure timely, accurate, and efficient execution of client deliverables.

• Act as the primary escalation point for complex client issues, ensuring prompt resolution and proactive communication.

• Build and maintain strong client relationships through exceptional service and regular engagement.

• Manage client onboarding and support initiatives that enhance the overall customer experience.

• Identify opportunities to expand client relationships while proactively reporting risks and business opportunities to senior leadership.

Operational Excellence & Continuous Improvement

• Identify and implement process improvements that increase operational efficiency and client satisfaction.

• Analyse operational metrics and performance data to drive informed business decisions.

• Partner with cross-functional teams, including Sales, Finance, HR, and Technology, to deliver business initiatives and improve operational outcomes.

• Monitor KPIs, identify trends, and implement action plans to achieve business objectives.

Culture & Professionalism

• Lead by example, demonstrating professionalism, integrity, and accountability.

• Promote an inclusive, respectful, and collaborative workplace culture.

• Ensure compliance with company policies, procedures, and operational standards.

• Perform additional responsibilities and projects as required.

Qualifications & Experience

• Bachelor's degree in Business, Management, or a related discipline.

• Minimum 7 years' experience in client operations, customer service, account management, or business operations.

• At least 5 years of people leadership experience, leading and developing high-performing teams.

• Proven success managing client relationships, service delivery, operational performance, KPIs, and SLAs.

• Strong leadership, coaching, stakeholder management, and decision-making skills.

• Excellent communication, problem-solving, and organisational abilities.

• Experience in technical support or IT service operations is highly regarded.

• Proficient in Microsoft Office and CRM or operational management systems.

• Ability to manage multiple priorities in a fast-paced, client-focused environment.

• Experience within a BPO, shared services, managed services, professional services, or client-facing operations environment is highly desirable.

• Passionate about delivering exceptional client experiences while driving operational excellence, continuous improvement, and team success.