Senior Operations Leader - Global BPO & Process Excellence

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

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