Senior Operations Leader - Client Services & Growth

Infosys BPM Philippines; Taguig; On-site; PHP 900,000 - 1,800,000; Full time

Benefits offered by this job

Quarterly Performance Bonus

24 Leaves annually

Competitive HMO and Life Insurance for

Career development opportunities

Great place to work certified

Job summary

Infosys BPM Philippines is seeking a Senior Operations Manager to oversee client accounts and drive efficient service delivery at the BGC Taguig site. The role involves guiding teams, shaping strategies with Client Services, and implementing process improvements across departments.

Candidates should have 7+ years in BPO with supervisory experience, strong leadership, and deep knowledge of defined contribution plans. Onsite work in Taguig with shifting schedules is required.

Qualifications

• College undergraduate or equivalent combination of training and experience.
• Minimum 7 years related BPO experience (including supervision of others).
• 3 years of Operations Manager Experience or above.
• Series 6 and 63 licenses or ability to obtain within 60days
• Strong knowledge of defined contribution plans necessary
• Understanding of VISTA, Pinnacle and other Institutional systems preferred
• Excellent oral and written communication skills
• Strong leadership and personnel development skills
• Proven ability to identify opportunities and execute solutions; Proven ability to successfully develop strong working relationships with staff, internal clients
• Proven track record of building, developing and managing service delivery and support teams.
• Solid leadership and people management skills along with previous experience growing and developing an operation function.
• Experience in defining operational procedures, setting service standards, defining SLA’s etc. It goes without saying that resources also be passionate about delivering exceptional service.
• Understanding of knowledge management principles and procedures
• Excellent written, interpersonal, communication and analytical skills

Responsibilities

• Manages a staff of TLs cross site; Provides guidance, training and motivation as necessary to develop staff; Evaluates and counsels personnel; Sets performance standards, reviews performance, provides feedback, administers disciplinary action and recommends wage increases in accordance with all applicable HR policies and procedures
• Strategizes with Client Services and Recordkeeping Services to set goals and objectives for key client relationships; Partners to assess client needs and provide appropriate reporting on goals and metrics; Routinely attends Recordkeeping Services and Client Services forums to educate on global Participant Services trends
• Develops and recommend changes to departmental policies and procedures to meet changing business needs; Works closely with other members of management to develop and implement staffing and operational plans; Participates in the development of short- and long-range goals for the department
• Utilizes dashboard metrics to identify and initiate workflow changes to ensure a high level of efficiency in terms of quality and productivity; Follows DMAIC methodology to lead projects to effect permanent change
• Provides technical support to PSAs, TLs and partnering business areas; Proactively supports all parties in analyzing and resolving participant issues and trending to identify client issues and develop solutions; Acts as the liason for Client Services and pulls in Line Managers and Training as deemed appropriate when client issues surface
• Analyzes departmental metrics and uses available data to monitor problems and measure success of the team and the business; Implements plans to close gaps and improve performance
• Responds quickly to industry and internal developments on a global level; Assesses what should be communicated to the department or incorporated into Plan information and does so in a timely, accurate and effective manner; Determines the most appropriate method of communication, given the nature of the content
• Represents Participant Services as needed through client tours
• Participates in special projects and performs other duties as assigned

Skills

Staff management

Operations management

BPO

Leadership

Client relationship

Process improvement

Education

Undergraduate degree or equivalent

Tools

VISTA

Pinnacle

Job description

Infosys BPM Philippines is seeking a Senior Operations Manager to oversee client accounts and drive efficient service delivery at the BGC Taguig site. The role involves guiding teams, shaping strategies with Client Services, and implementing process improvements across departments.

Candidates should have 7+ years in BPO with supervisory experience, strong leadership, and deep knowledge of defined contribution plans. Onsite work in Taguig with shifting schedules is required.