Senior Operations Manager – Ayala 30th (For Pooling)

Foundever®; Makati; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

Foundever® is seeking a Senior Operations Manager to oversee end-to-end operations, manage client relationships, and drive efficiency across divisions. You will lead budgeting, cost control, and continuous improvement initiatives while mentoring Account Managers and aligning with strategic direction.

The role emphasizes senior-level leadership in a fast-paced environment, with responsibility for performance, pricing considerations, and program delivery across regional client engagements.

Qualifications

• Bachelor’s degree in Business Administration, Management, Finance or equivalent.
• Minimum 8–10 years of progressive leadership experience in operations management.
• At least 2 years at a senior management level handling large teams.
• Proven experience in financial services or banking operations (BPO/Shared Services preferred).
• Experience managing executive-level client relationships, including contracts and SLAs.
• Strong budget, cost control and process improvement capabilities.

Responsibilities

• Oversee end-to-end operations across divisions, ensuring alignment and quality service.
• Manage client relationships, performance metrics, and cost controls.
• Communicate progress, issues, and costs with executives and clients.
• Plan and administer division budgets; monitor costs and variances.
• Lead and develop Account Managers; provide mentoring and career paths.
• Design and implement productivity and quality programs for continuous improvement.
• Ensure standardized processes and effective implementation of client programs.
• Negotiate service levels and staffing with client teams to meet business needs.

Skills

Leadership

Client management

Budget management

Process improvement

People leadership

Communication skills

Analytical skills

Strategic planning

Contract negotiations

Financial services familiarity

Education

Bachelor's degree

Job description

Go further with Foundever®

Are you ready to move your career forward? At Foundever®, you will find our call center jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.

ABOUT THE ROLE:

The Senior Operations Manager (SOM) is responsible for overseeing the end-to-end operations to ensure all divisions are aligned and delivering quality service. This role manages client relationships, operational performance, and team development while driving efficiency and continuous improvement.

Key Responsibilities

• Oversee the overall operations to ensure all divisions are synergized and aligned.

• Manage and maintain ongoing client relationships, ensuring performance and cost metrics are consistently met.

• Communicate progress, issues, and costs with Executive Teams at Foundever and with clients.

• Handle pricing, contract negotiations, and other cost-related matters for the operations.

• Design and implement quality and productivity programs to drive continuous improvement within the division.

• Ensure systematic, standardized, and updated processes across all divisions.

• Oversee the effective implementation of all client programs from end to end.

• Formulate region-wide goals and action plans in line with Foundever’s strategic direction.

• Proactively identify opportunities to improve efficiency through process improvements and new ways of working.

• Plan and administer the division’s budget, monitor costs, and analyze variances.

• Supervise and motivate teams to maintain high productivity levels.

• Attend seminars and conferences; conduct waterfall training for Account Managers.

• Provide developmental paths and mentoring for Account Managers.

• Meet regularly with client teams to negotiate service and staffing levels to meet business needs.

• Oversee training and development of direct reports to ensure delivery of quality and excellence to clients.

Major Functions

• Leadership of all operational divisions to ensure synergy and alignment.

• Oversight of pricing, contracts, and cost-related issues.

• Design and execution of quality and productivity programs.

• Maintenance of systematic and standardized processes.

• Implementation of end-to-end client requirements and programs.

• Strategic goal-setting and regional action planning.

• Budget planning, monitoring, and variance analysis.

• Team supervision, motivation, and professional development.

• Delivery of training, mentoring, and developmental pathways for Account Managers.

Qualifications

• Education: Bachelor’s degree in Business Administration, Management, Finance, or any equivalent

• Experience: Minimum 8–10 years of progressive leadership experience in operations management, with at least 2 years at a senior management level handling large teams.

• Industry Background: Proven experience managing financial services or banking operations (BPO/Shared Services experience strongly preferred).

• Client Management: Demonstrated ability to manage client relationships at the executive level, including contract negotiations and service-level agreements.

• Operational Expertise: Strong track record in budget management, cost control, and process improvement initiatives.

• People Leadership: Excellent ability to lead, motivate, and develop large cross-functional teams.

• Performance Management: Proficient in designing and implementing productivity, quality, and continuous improvement programs.

• Communication Skills: Exceptional written and verbal communication skills for effective interaction with internal and external stakeholders.

• Analytical Skills: Strong data analysis and reporting skills to support strategic decision-making.

• Adaptability: Ability to work in a fast-paced, dynamic environment with shifting priorities.

Foundever is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, marital status, veteran status or disability status.