Senior Operations Leader, Retirement Insurance

Cognizant; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Cognizant is seeking an experienced operations leader in Manila to helm a large customer service team. You will oversee 200+ associates across multiple lines of business, drive performance, and ensure exceptional service delivery.

You will report to the General Manager with data and metrics, coach leaders, manage escalations, and partner with cross-functional teams to implement customer strategies. The role requires onsite work, night shifts, and a track record of developing future leaders.

Qualifications

• Bachelor's degree required; MBA preferred.
• Minimum 10 years in leadership roles in operations.
• Willing to work onsite and night shifts.

Responsibilities

• Manage a team size of 200+ across multiple LOBs.
• Report data and metrics to the General Manager for their respective Business Unit.
• Motivate, lead and develop the team.
• Serve as client point of contact and manage escalations.
• Partner with internal and external teams to deliver customer strategies.
• Lead hiring and staff development initiatives.

Skills

Leadership

Operations management

Customer service

Change management

Team coaching

HR processes

Hiring & onboarding

Resource planning

Escalation management

Education

Bachelor's degree

MBA (advantage)

Job description

Cognizant is seeking an experienced operations leader in Manila to helm a large customer service team. You will oversee 200+ associates across multiple lines of business, drive performance, and ensure exceptional service delivery.

You will report to the General Manager with data and metrics, coach leaders, manage escalations, and partner with cross-functional teams to implement customer strategies. The role requires onsite work, night shifts, and a track record of developing future leaders.