Senior Operations Leader - Multiline BPO & People Growth

SummitNext Technologies Sdn Bhd; San Simon; On-site; PHP 893,000 - 1,674,000; Full time

Job summary

SummitNext Philippines is seeking an Operations Manager to lead day-to-day delivery, performance, and people leadership for a health supplements account. You will own client service commitments, drive efficiency and quality, and build a strong leadership bench.

The role calls for broad management capability across multiple lines of business and close collaboration with HR, Quality, and Finance. You will manage a multi-tiered team, ensure adherence to contracts and regulatory requirements, and

Qualifications

• 7–10 years of experience in BPO, customer experience, or shared services operations.
• 3–5 years in a managerial role leading team leaders.
• Proven track record managing large teams (100+ headcount) and delivering against client SLAs and financial targets.
• Experience handling client-facing responsibilities, including business reviews and escalations.
• Experience transitioning across accounts is a plus.

Responsibilities

• Own end-to-end delivery of assigned programs and meet or exceed contractual KPIs and SLAs.
• Monitor real-time and historical performance; identify trends and root causes; implement corrective actions.
• Partner with Workforce Management for forecasting, scheduling, staffing, and capacity planning.
• Manage operating budgets, headcount plans, and cost-to-serve in line with financial targets.
• Lead, coach, and develop Team Leaders and Trainers; drive succession planning and promotions.
• Collaborate with internal partners to deliver seamless service; manage risks and issues.

Skills

Leadership

Analytics

Financial acumen

Communication

Change management

CRM

WFM

Excel

PowerPoint

Education

Bachelor’s degree in business administration/management/industrial engineering or related field

Master’s degree (advantage)

Tools

CRM software

Workforce management tools

Reporting tools

Microsoft Excel

Microsoft PowerPoint

Job description

SummitNext Philippines is seeking an Operations Manager to lead day-to-day delivery, performance, and people leadership for a health supplements account. You will own client service commitments, drive efficiency and quality, and build a strong leadership bench.

The role calls for broad management capability across multiple lines of business and close collaboration with HR, Quality, and Finance. You will manage a multi-tiered team, ensure adherence to contracts and regulatory requirements, and