Regional Operations Director

cxperts; Iloilo City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

cxperts in Iloilo City, Philippines, seeks an Operations Director to oversee end-to-end service delivery across BPO programs. You will lead large teams, drive performance against KPIs, and collaborate with cross-functional teams to optimize processes and support business growth.

The role focuses on client satisfaction, profitability, and compliance, with responsibility for P&L, budgeting, and strategic process enhancements across programs.

Qualifications

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

Responsibilities

• Operational Leadership: Lead and manage multiple BPO accounts/programs.
• Client Relationship Management: Act as the senior point of contact for key clients and build relationships.
• Performance & KPI Management: Monitor KPIs and ensure targets are met.
• Financial Management: Manage P&L, budgeting and forecasting.
• Team Leadership & Development: Lead and develop managers and team leaders.
• Process Improvement & Innovation: Identify gaps and implement solutions, drive automation.
• Compliance & Risk Management: Ensure adherence to policies and manage operational risks.

Skills

Leadership

Client management

Analytical thinking

Financial acumen

Communication skills

Education

Bachelor’s degree in Business or related field

MBA

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