Senior Operations Manager

Q2 HR Solutions; Philippines; On-site; PHP 1,500,000 - 2,100,000; Full time

Benefits offered by this job

HMO coverage with dependents

Life and accident insurance

Paid leaves and holiday pay

Government-mandated benefits (SSS,Phil

Pag-IBIG)

Job summary

Q2 HR Solutions in the Philippines is seeking experienced and results-driven leaders to manage end-to-end operations within a dynamic BPO/shared services environment. You will drive service delivery excellence, achieve client KPIs, lead high-performing teams, and ensure operational efficiency across processes.

The role requires strong exposure to outsourcing environments, stakeholder management, and performance optimization, with opportunities for career growth and leadership development.

Qualifications

• Bachelor's degree in Business or related field.
• 5–12+ years in BPO/shared services or outsourcing industry.
• At least 3–5 years in a leadership role (Team Lead/Manager/Senior Manager).
• Strong knowledge of operations management and client engagement.
• Experience with international accounts a plus; Lean Six Sigma exposure preferred.

Responsibilities

• Lead daily operations to ensure delivery of SLAs and KPIs.
• Drive productivity, efficiency, and continuous improvement initiatives.
• Manage P&L, cost optimization, and resource allocation.
• Ensure compliance with internal policies, client requirements, and regulatory standards.
• Provide regular business reviews, reports, and insights.

Skills

Leadership

Stakeholder management

Strategic thinking

Data-driven decision making

Communication

Adaptability

Education

Bachelor's degree in Business/Management or related field

Tools

Lean Six Sigma

Job description

We are seeking experienced and results-driven leaders to manage end-to-end operations within a dynamic BPO/shared services environment. This role is responsible for driving service delivery excellence, achieving client KPIs, leading high-performing teams, and ensuring operational efficiency across processes. The ideal candidate has strong exposure to outsourcing environments and a proven track record in stakeholder management and performance optimization.

Key Responsibilities

Operational Leadership

• Lead and oversee daily operations to ensure delivery of SLAs and KPIs
• Drive productivity, efficiency, and continuous improvement initiatives
• Manage P&L, cost optimization, and resource allocation
• Ensure compliance with internal policies, client requirements, and regulatory standards

People Management

• Lead, coach, and develop team leaders and frontline employees
• Build a high-performance culture through engagement, coaching, and succession planning
• Manage attrition, attendance, and overall team performance metrics
• Conduct performance reviews and implement development plans

Client & Stakeholder Management

• Act as the primary point of contact for clients and internal stakeholders
• Build strong client relationships and ensure high satisfaction (CSAT/NPS)
• Provide regular business reviews, reports, and insights
• Identify opportunities for account growth and expansion

Process Improvement & Strategy

• Drive Lean/Six Sigma initiatives and automation projects
• Analyze data to identify gaps and recommend solutions
• Lead transformation projects and process re-engineering efforts
• Support digital initiatives and innovation within operations

Performance & Reporting

• Monitor and report on KPIs such as AHT, CSAT, FCR, Quality, and Productivity
• Ensure accurate and timely reporting to leadership and clients
• Use analytics to drive decision-making and performance improvements

Qualifications

• Bachelor's degree required (Business, Management, or related field preferred)
• 5–12+ years of experience in BPO, shared services, or outsourcing industry
• At least 3–5 years in a leadership role (Team Lead / Manager / Senior Manager)
• Strong knowledge of operations management, service delivery, and client engagement
• Experience handling international accounts (US, UK, AU) is an advantage
• Exposure to Lean Six Sigma or process improvement methodologies is preferred
• Strong leadership and people management skills
• Excellent communication and stakeholder management abilities
• Data-driven decision-making and analytical thinking
• Strategic mindset with execution capability
• High adaptability in fast-paced environments
• Strong problem-solving and conflict resolution skills
• HMO coverage (with dependents upon regularization)
• Life and accident insurance
• Competitive salary with performance incentives
• Paid leaves and holiday pay
• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
• Career growth and leadership development programs

Why Join Us

• Exposure to global clients and diverse industries
• Opportunities to lead large-scale operations and transformation projects
• Strong focus on continuous improvement and innovation
• Clear career progression and leadership development pathways