Operations Supervisor, Customer Fulfillment & Excellence

LexisNexis Risk Solutions; Hinoba-an; On-site; PHP 670,000 - 893,000; Full time

Job summary

LexisNexis Risk Solutions in the Philippines seeks a customer fulfillment leader to direct a multi-functional team and drive operational excellence in global support. You will oversee performance, analyze feedback, and guide improvements across the organization to meet SLAs.

You will collaborate with multiple departments, foster learning, and manage projects while ensuring high-quality service delivery. This role emphasizes clear communication and change leadership in a dynamic BPO environment.

Qualifications

• Bachelor’s degree required.
• 1–2 years of leadership experience in a BPO.
• Familiar with AHT, NPS, SLA metrics.
• Excellent written and verbal communication.
• Ability to lead change and collaborate across levels.

Responsibilities

• Lead a multi-functional team of Global Customer Fulfillment representatives to deliver on operational objectives.
• Track and analyze team performance data to drive improvements and excellence.
• Analyze customer feedback to enhance customer experience.
• Collaborate cross-functionally and with related departments to drive innovation and efficiency.
• Foster proactive relationships with supported business units.
• Promote continuous learning and upskilling of self and team members.
• Conduct regular operations reviews and execute action items.
• Manage multiple projects and reprioritize as needed.
• Drive initiatives to improve team processes and partner with leadership for critical actions.
• Develop and implement support plans to meet service level objectives.
• Ensure team performance meets quality, volume, and timeliness goals.

Skills

Leadership experience

BPO operations knowledge

Communication skills

Change management

Organizational skills

Problem solving

Project management

Learning AI tools

Education

Bachelor’s degree

Job description

LexisNexis Risk Solutions in the Philippines seeks a customer fulfillment leader to direct a multi-functional team and drive operational excellence in global support. You will oversee performance, analyze feedback, and guide improvements across the organization to meet SLAs.

You will collaborate with multiple departments, foster learning, and manage projects while ensuring high-quality service delivery. This role emphasizes clear communication and change leadership in a dynamic BPO environment.