Regional Operations Director

cxperts; Iloilo City; On-site; PHP 4,255,318 - 6,079,027; Full time

Job summary

cxperts is seeking an Operations Director in Iloilo City, Philippines. This role is vital for overseeing service delivery and ensuring operational excellence while driving client satisfaction and profitability across multiple BPO programs.

The ideal candidate should have a Bachelor’s degree and 10–15+ years of BPO experience, demonstrating exceptional leadership, client management, and analytical skills. Key responsibilities include managing P&L, leading teams, and ensuring high-quality service delivery.

Qualifications

• 10–15+ years of BPO experience.

Responsibilities

• Lead and manage multiple BPO accounts/programs across functions.
• Ensure delivery of high‑quality services aligned with client SLAs, KPIs, and contractual obligations.
• Drive continuous improvement initiatives.
• Act as the senior point of contact for key clients.
• Build and maintain strong client relationships.
• Conduct regular business reviews.
• Monitor and analyze operational metrics.
• Implement corrective actions.
• Ensure teams consistently meet targets.
• Manage P&L for assigned programs.
• Drive cost optimization.
• Oversee budgeting and forecasting.
• Lead and develop managers and team leaders.
• Build a high‑performance culture.
• Support hiring and succession planning.
• Identify process gaps and implement solutions.
• Drive automation and digital initiatives.
• Ensure adherence to policies and regulations.
• Manage operational risks.

Skills

Leadership and people management

Client management

Analytical thinking

Financial acumen

Communication skills

Education

Bachelor’s degree in Business or related field

MBA preferred

Job description

Job Title

Operations Director

Job Summary

The Operations Director is responsible for overseeing end-to-end service delivery, ensuring operational excellence, client satisfaction, and profitability across all BPO programs. This role leads large-scale teams, drives performance against KPIs, and collaborates with cross‑functional teams to optimize processes, improve efficiency, and support business growth.

Key Responsibilities

Operational Leadership

• Lead and manage multiple BPO accounts/programs across functions.
• Ensure delivery of high‑quality services aligned with client SLAs, KPIs, and contractual obligations.
• Drive continuous improvement initiatives.

Client Relationship Management

• Act as the senior point of contact for key clients.
• Build and maintain strong client relationships.
• Conduct regular business reviews.

Performance & KPI Management

• Monitor and analyze operational metrics.
• Implement corrective actions.
• Ensure teams consistently meet targets.

Financial Management

• Manage P&L for assigned programs.
• Drive cost optimization.
• Oversee budgeting and forecasting.

Team Leadership & Development

• Lead and develop managers and team leaders.
• Build a high‑performance culture.
• Support hiring and succession planning.

Process Improvement & Innovation

• Identify process gaps and implement solutions.
• Drive automation and digital initiatives.

Compliance & Risk Management

• Ensure adherence to policies and regulations.
• Manage operational risks.

Qualifications

• Bachelor’s degree in Business or related field.
• MBA preferred.
• 10–15+ years of BPO experience.

Skills

• Leadership and people management
• Client management
• Analytical thinking
• Financial acumen
• Communication skills

KPIs

• SLA achievement
• Customer satisfaction
• Employee engagement
• Profitability