Senior Business Process & Operations Manager

Q2 HR Solutions; Metro Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Q2 HR Solutions in the Philippines seeks an experienced Senior Business Process & Operations Manager to lead operational delivery, service performance, and process optimization within a shared services and offshoring environment.

You will manage performance across service portfolios, drive continuous improvement, and build strong relationships with internal stakeholders and clients, balancing efficiency, quality, and customer satisfaction to sustain high-impact operations.

Qualifications

• 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 performance frameworks.
• Ability to manage teams and workloads in fast-paced operational environments.
• Strong analytical, problem-solving, and process improvement mindset.

Responsibilities

• 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.
• 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.
• Monitor utilization, cost-to-serve, and capacity planning to optimize service delivery.
• Lead continuous improvement initiatives across operational workflows.
• 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.

Skills

Operational leadership

Service delivery

Process optimization

Stakeholder management

Project management

Communication skills

Analytical mindset

Tools

Excel

PowerPoint

Word

Job description

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