Senior Business Process and Operations Manager

Q2 HR Solutions; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Q2 HR Solutions is seeking a Senior Business Process and Operations Manager to lead operational delivery, service performance, and process optimization within a shared services and offshoring environment. You will oversee day-to-day operations, drive continuous improvement, and build strong relationships with internal stakeholders and clients.

The ideal candidate has 10+ years in operational management, a strong background in BPO or offshoring, and proven ability to manage cross-functional teams

Qualifications

• 10+ years of operational management experience.
• Background in BPO, shared services, or offshoring environments.
• Proven ability to lead cross-functional teams and manage stakeholders.
• Strong leadership and project-management capabilities.
• Excellent communication and problem-solving skills.
• Experience implementing KPIs, SLAs, and performance frameworks.

Responsibilities

• Oversee day-to-day operational performance across the shared services portfolio.
• Lead service delivery strategy to ensure operational excellence and efficiency.
• Plan and execute offshore BOT programs to support global delivery operations.
• Monitor SLAs, KPIs, and capacity planning to optimize service delivery.
• Manage escalations and coordinate with client stakeholders.

Skills

Leadership

Stakeholder management

Communication

Analytical thinking

Tools

Microsoft Office

Job description

Senior Business Process and Operations Manager

About the job Senior Business Process and Operations Manager

About the Role

We are looking for an experienced Senior Business Process & Operations Manager to lead operational delivery, service performance, and process optimization within a shared services and offshoring environment.

This role is responsible for managing operational performance across multiple service portfolios, ensuring high-quality delivery, driving continuous improvement, and building strong relationships with internal stakeholders and clients.

The ideal candidate has strong BPO or offshoring leadership experience, a strategic mindset, and the ability to balance operational efficiency, service quality, and client satisfaction.

Key Responsibilities

Operational Leadership

• Oversee day-to-day operational performance across the shared services portfolio
• Lead service delivery strategy to ensure operational excellence and efficiency
• Act as a primary operational contact for stakeholders and shared services leaders
• Conduct business reviews and drive performance improvements across service lines

Program & Service Delivery Management

• Plan and execute offshore build-operate-transfer (BOT) programs to support global delivery operations
• Ensure the successful delivery of services aligned with operational targets and client expectations
• Address quality, productivity, and performance issues through structured operational strategies

Performance & Process Optimization

• Implement and manage Service Level Agreements (SLAs), KPIs, and operational metrics
• Monitor utilization, cost-to-serve, and capacity planning to optimize service delivery
• Lead continuous improvement initiatives across operational workflows

Stakeholder & Client Management

• Maintain strong relationships with internal teams, leadership, and business partners
• Support sales initiatives by ensuring the operational feasibility of proposed solutions
• Manage escalations and service disruptions with structured problem-solving approaches

What Were Looking For

Experience

• At least 10 years of operational management experience
• Strong background in BPO, shared services, or offshoring environments
• Proven experience in operations leadership, service delivery, and process improvement
• Demonstrated ability to manage cross-functional teams and stakeholder relationships
• Strong leadership and project management capabilities
• Excellent communication and stakeholder management skills
• Experience implementing KPIs, SLAs, and operational performanceframeworks
• Ability to manage teams and workloads in fast-paced operational environments
• Strong analytical, problem-solving, and process improvement mindset

Additional Qualifications

• Proficiency in Microsoft Office tools (Excel, PowerPoint, Word) and project management platforms
• Ability to travel internationally when required
• Strong commitment to service quality, operational excellence, and continuous improvement