Senior Operations Manager - BPO Transformation & Growth

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

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.