Senior Operations Manager

Hammerjack Pty Ltd; Taguig; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a Senior Operations Manager to lead assigned Business Units, developing and executing strategies to align operations with the company mission and goals.

You will manage overall financial performance for accounts, foster high-level client and stakeholder relationships, and drive process improvements including automation to enhance service delivery and engagement. Ten years of BPO‑level operations experience and strong leadership are essential.

Qualifications

• Minimum of 10 years in an operations management role within a BPO setting.
• Demonstrated stakeholder management to Senior Management and Director level.
• Ability to coach, develop action plans, maximize performance, and provide effective feedback.
• Strong capability in analyzing and improving work processes, establishing actionable plans to achieve company goals.
• Ability to work well under pressure and complete tasks with professionalism.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to present information effectively to internal and external stakeholders.

Responsibilities

• Develop and manage the business strategy for assigned business units.
• Assess production, profitability, resource reports, and program descriptions to recommend process efficiencies to senior leadership.
• Promote development of direct reports through continuous training.
• Ensure work is allocated and executed in line with organizational policies and business requirements.
• Drive process improvement initiatives by identifying risks and integrating automation solutions.
• Promote kaizen initiatives within the business and organization.
• Standardize internal audit processes and measurements to ensure data integrity and operational effectiveness.
• Build and maintain strong relationships with clients and stakeholders, ensuring their needs are met and expectations are exceeded.
• Lead quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations.
• Provide leadership and guidance to direct reports, ensuring consistent implementation of the company Code of Conduct and discipline management.
• Conduct regular one-on-one meetings with direct reports to assess performance and provide coaching.
• Collaborate with cross-functional teams to enhance tools, reporting systems, and training frameworks.
• Attend and contribute to business reviews with clients, providing insights and feedback.
• Create a positive work environment through employee engagement and promptly resolve any employee relations issues.

Skills

Stakeholder management

Leadership coaching

Process improvement

Data analysis

Communication skills

Project management

Job description

Purpose

• The Senior Operations Manager is responsible for the performance of assigned Business Units, planning and implementing business strategies to align operations with the mission and goals of Canon Business Service Centre Philippines.
• Manage overall financial performance for each account
• Customer stakeholder management to Senior Manager level
• Drive service improvement initiatives that enhance the performance, improve service delivery and customer engagement

Essential Duties

• Develop and manage the business strategy for assigned business units.
• Assesses production, profitability, resource reports, plans, program descriptions, etc. and makes recommendations to senior leadership on process efficiencies.
• Promote development of direct reports through continuous training.
• Ensure work is allocated and executed in line with organizational policies and business requirements.
• Drive process improvement initiatives by identifying risks and integrating automation solutions.
• Promote kaizen initiatives within the business and the organization.
• Standardize internal audit processes and measurements to ensure data integrity and operational effectiveness.
• Build and maintain strong relationships with clients and stakeholders, ensuring their needs are met and expectations are exceeded.
• Lead quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations.
• Provide leadership and guidance to direct reports, ensuring consistent implementation of the company Code of Conduct and Discipline Management.
• Conduct regular one-on-one meetings with direct reports to assess individual and team performance and provide ongoing developmental coaching.
• Collaborate with cross-functional teams to enhance tools, reporting systems, and training frameworks.
• Attend and contribute to business reviews with clients, providing valuable insights and feedback.
• Create a positive work environment through employee engagement and resolve any employee relations issues in a prompt and professional manner.

Qualifications/Experience

• Minimum of 10 years of proven success in an operations management role in a BPO-setting.
• Demonstrated stakeholder management to Senior Management and Director level
• Demonstrated ability to coach, develop action plans, maximize performance, and provide effective feedback.
• Strong capability in analyzing and improving work processes, establishing actionable plans to achieve company goals.
• Ability to work well under pressure, maintaining a professional demeanor while following through on tasks to completion.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to present information effectively to internal and external stakeholders.