Senior Operations Manager

Symbos; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Symbos is seeking a Senior Operations Manager to oversee end-to-end service delivery across multiple BPO programs for a major Australian client. The role emphasizes operational excellence, client partnership, financial performance, and building high-performing leadership teams.

You will guide Operations Managers and Team Leaders while ensuring service levels, customer outcomes and client commitments are consistently achieved in a fast-paced environment in Manila.

Qualifications

• Proven experience leading large-scale BPO operations.
• Strong ability to translate client requirements into operational plans.
• Track record in driving customer outcomes and performance.
• Experience developing and coaching leadership teams.

Responsibilities

• Lead end-to-end operations across multiple programs or lines of business, ensuring service levels and customer experience targets are met.
• Translate client expectations into clear priorities and accountability measures.
• Monitor trends, identify performance gaps, and implement recovery plans.
• Establish operating rhythms, governance, and performance review mechanisms.

Skills

Leadership

People management

Operations management

Client liaison

Process improvement

Education

Bachelor's degree

Job description

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.

At Symbos, we build connected customer experiences through people, technology and operational excellence.

Australian-founded and rapidly growing in the Philippines, Symbos partners with organisations across customer experience, technology and business services. We are building a team of leaders who thrive in growth environments, believe in developing people and are excited by the opportunity to help shape what great looks like from the ground up.

About The Client

Our client is a leading Australian service organisation that supports families and communities through essential child-focused programs delivered across a large national network.

Operating in a highly customer-focused environment, the organisation manages services that require strong operational discipline, responsive support teams and a commitment to delivering positive customer experiences at scale.

This is a fast-paced, high-volume operation where service quality, operational efficiency and people leadership play a critical role in business success.

The Opportunity

We are looking for an experienced Senior Operations Manager to lead end-to-end service delivery across multiple lines of business within a fast-paced BPO environment.

Supporting a large-scale Australian client, you will be responsible for operational excellence, client partnership, financial performance and the development of high-performing leadership teams. You will lead Operations Managers, Team Leaders and support functions while ensuring service levels, customer outcomes and client commitments are consistently achieved.

This role suits a leader who can balance strategic thinking with hands‑on operational involvement. You will help stabilise and scale operations, strengthen leadership capability and build the foundations needed to support sustainable growth.

What Sets This Role Apart

• Lead multiple programs or lines of business supporting a highly visible Australian client
• Influence operational strategy, leadership standards and service delivery practices
• Partner closely with senior client and internal stakeholders
• Shape a culture of ownership, accountability and continuous improvement
• Lead transformation initiatives involving process optimisation, automation and technology adoption
• Develop Operations Managers and future leaders across the business
• Make a direct impact on customer outcomes, commercial performance and program growth

Key Responsibilities

• Lead end-to-end operations across multiple programs or lines of business, ensuring service levels, productivity, quality, adherence and customer experience targets are consistently met or exceeded
• Translate client expectations and business requirements into clear operational priorities, plans and accountability measures
• Monitor trends, identify performance gaps and implement practical recovery plans
• Establish consistent operating rhythms, governance practices and performance review mechanisms

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