Senior Operations Manager

Canon Business Service Centre (PHL); Taguig; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Job summary

Canon Business Service Centre (PHL) in Taguig is seeking a Senior Operations Manager to lead the performance of assigned business units and align operations with corporate goals. The role emphasizes strategic planning, client/stakeholder engagement, and driving service improvements across programs.

You will coach leaders, optimize processes, and ensure compliance with SLAs and KPIs. Hybrid setup begins after training, with dayshift schedule and strong emphasis on results.

Qualifications

• Minimum of 10 years of proven success in an operations management role, preferably 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.

Responsibilities

• Develops and manages business strategies for assigned business units.
• Assesses production, profitability, resource reports, plans, and program descriptions, and provides recommendations to senior leadership to improve process efficiencies.
• Promotes the development of direct reports through continuous training and coaching.
• Ensures work is allocated and executed in line with organizational policies and business requirements.
• Drives process improvement initiatives by identifying risks and implementing automation solutions.
• Standardizes internal audit processes and performance measurements to ensure data integrity and operational effectiveness.
• Builds and maintains strong relationships with clients and stakeholders, ensuring their needs are met and expectations are exceeded.
• Leads quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations.
• Provides leadership and guidance to direct reports, ensuring consistent implementation of the company's Code of Conduct and discipline management processes.
• Conducts regular one-on-one meetings to evaluate individual and team performance and provide ongoing developmental coaching.
• Collaborates with cross-functional teams to enhance tools, reporting systems, and training frameworks.
• Participates in business reviews with clients, providing insights, recommendations, and feedback to support business objectives.
• Fosters a positive work environment through employee engagement initiatives and addresses employee relations matters in a timely and professional manner.

Skills

People Management

Operational Efficiency

Strategic Thinking

Excellent Communication Skills

Process Improvement

Client Management

Project Management

Technical Proficiency

Adaptability

Customer Focus

Business Acumen

Job description

Location: McKinley Hill, Taguig

Schedule: Dayshift

Set-up: Hybrid after training

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.

• 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

• Develops and manages business strategies for assigned business units.

• Assesses production, profitability, resource reports, plans, and program descriptions, and provides recommendations to senior leadership to improve process efficiencies.

• Promotes the development of direct reports through continuous training and coaching.

• Ensures work is allocated and executed in line with organizational policies and business requirements.

• Drives process improvement initiatives by identifying risks and implementing automation solutions.

• Standardizes internal audit processes and performance measurements to ensure data integrity and operational effectiveness.

• Builds and maintains strong relationships with clients and stakeholders, ensuring their needs are met and expectations are exceeded.

• Leads quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations.

• Provides leadership and guidance to direct reports, ensuring consistent implementation of the company's Code of Conduct and discipline management processes.

• Conducts regular one-on-one meetings to evaluate individual and team performance and provide ongoing developmental coaching.

• Collaborates with cross-functional teams to enhance tools, reporting systems, and training frameworks.

• Participates in business reviews with clients, providing insights, recommendations, and feedback to support business objectives.

• Fosters a positive work environment through employee engagement initiatives and addresses employee relations matters in a timely and professional manner.

Qualifications/Experience

• Minimum of 10 years of proven success in an operations management role, preferably 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.

Skill Set

• People Management

• Operational Efficiency

• Strategic Thinking

• Excellent Communication Skills

• Process Improvement

• Client Management to Senior Managers and Director Level

• Project Management

• Technical Proficiency

• Adaptability and Flexibility

• Customer Focus

• Business Acumen