Senior Operations Manager

Private Advertiser; Davao City; In loco; PHP 1.800.000 - 3.600.000; Tempo pieno

Descrizione del lavoro

Private Advertiser in the Philippines seeks a Senior Operations Manager to lead client operations, drive service excellence and deliver measurable business outcomes. You will oversee operational performance, client satisfaction, team leadership, financial governance, risk management and growth initiatives.

The role partners with clients and internal stakeholders to ensure operational efficiency while building strong, long-term relationships and driving continuous improvement across service

Competenze

• Bachelor's degree in business, IT, or related field.
• 7–10 years in operations management, service delivery, or leadership roles in BPO or IT services.
• Strong governance, risk, and financial oversight understanding.
• Proven ability to lead large teams and manage complex client engagements.
• Excellent stakeholder management, negotiation and executive communication.

Mansioni

• Lead operational programs and ensure consistent service delivery.
• Manage contractual obligations, SLAs, and client expectations.
• Monitor performance, drive continuous improvement and efficiency.
• Develop relationships with key client stakeholders and act as escalation point.
• Prepare operational reports, dashboards and business reviews.

Conoscenze

Leadership

Stakeholder management

Strategic thinking

Communication

Problem-solving

Contract management

Negotiation

Formazione

Bachelor's degree in Business Administration or related field

Strumenti

MS Office

Google Workspace

Reporting tools

Descrizione del lavoro

Senior Operations Manager

We are hiring an experienced Senior Operations Manager to lead client operations, drive service excellence and deliver exceptional business outcomes. This role is responsible for overseeing operational performance, client satisfaction, team leadership, financial governance, risk management and business growth initiatives.

The Senior Operations Manager serves as a strategic partner to both clients and internal stakeholders, ensuring operational efficiency while building strong, long-term business relationships.

Responsibilities

Operations & Service Delivery Management

• Lead operational programs and ensure consistent delivery of high-quality services.

• Ensure contractual obligations, service levels, and customer expectations are met or exceeded.

• Monitor operational performance and implement continuous improvement initiatives to drive efficiency and service excellence.

Client & Stakeholder Management

• Develop and maintain strong relationships with key client stakeholders.

• Act as the primary escalation point for operational and service-related issues.

• Partner with clients to understand business needs and align service delivery strategies accordingly.

Performance Reporting & Business Reviews

• Prepare and present operational reports, KPI dashboards and business performance updates.

• Conduct regular business reviews to discuss achievements, operational challenges, risks and growth opportunities.

• Provide data-driven recommendations that support client and organizational objectives.

Leadership & People Management

• Lead, mentor, and develop Operations Managers, Team Leaders and support functions.

• Foster a culture of accountability, collaboration, innovation, and continuous improvement.

• Drive employee engagement, talent development and succession planning initiatives.

Compliance & Risk Management

• Ensure compliance with company policies, contractual obligations, regulatory requirements and industry standards.

• Identify operational, financial, and service delivery risks and implement mitigation plans.

• Support internal and external audits and maintain governance controls across operations.

Financial Management

• Review and validate billable hours, operational costs, and client invoices for accuracy.

• Collaborate with Finance teams to ensure financial compliance and profitability targets are achieved.

• Monitor operational budgets and identify opportunities for cost optimization.

Business Growth & Strategic Initiatives

• Identify opportunities for account growth, service expansion and operational improvements.

• Support client retention, renewals, upselling, and cross-selling initiatives.

• Build executive-level relationships that contribute to long-term business success and revenue growth.

Qualifications

• Bachelor's degree in Business Administration, Management, Information Technology or a related field.

• Minimum 7-10 years of experience in operations management, service delivery, account management, client success or related leadership roles in BPO, managed services or IT services environments.

• Strong understanding of operational management, service delivery, customer success, and contract management principles.

• Proven leadership experience managing large teams and complex client engagements.

• Strong stakeholder management, negotiation, and relationship-building skills.

• Excellent analytical, problem-solving, and decision-making abilities.

• Outstanding communication, presentation, and executive management skills.

• Proficiency in Microsoft Office Suite, Google Workspace and reporting tools.