Senior Operations Manager - Manila, Philippines

Transcom; Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Day 1 HMO

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card)

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom is seeking a Sr. Operations Manager to lead a team of managers at the Ayala 30th site, driving operational excellence and client satisfaction.

The role emphasizes coaching, process improvement, and building a positive culture aligned with Transcom’s core values, with responsibilities across performance management, training, and cross-functional collaboration.

Qualifications

• Results-driven operations executive with leadership experience in BPO and customer experience management.
• Expertise in COPC standards, process improvement, and client relationship management.
• Proven ability to manage programs with large teams across multiple geographies.

Responsibilities

• Provides leadership, direction, and career development to managers and teams.
• Coaches and develops leaders to meet call center and client targets.
• Collaborates with Directors to improve operations and implement best practices.
• Ensures adherence to processes and policies while maintaining a positive culture.

Skills

Operations leadership

COPC Standards

Process Improvement

Client Relationship Management

Education

University degree or equivalent

Job description

Description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Sr. Operations Manager for our Transcom Ayala 30th site.

Join our Transcom Family as a Sr. Operations Manager!

The Senior Operations Manager will lead a team of Managers by providing them with direction, support and career development. They will demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of clients and teams. The Sr. Operations manager will improve team member satisfaction by creating an environment consistent with Transcom’s Core Values, resulting in retention of leaders and team members. The Senior Operations Manager will oversee the operations of assigned clients and/or teams in accordance with Transcom’s Core Values by providing outstanding service to both internal and external customers. This position is responsible for understanding and complying with operational contractual requirements of Transcom’s clients. Position responsibilities include coaching and development of Managers and teams to meet and exceed established call center goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.

Essential Duties & Responsibilities:

• - Provides leadership, direction, support and career development to managers and their teams in a manner consistent with Transcom’s Core Values and business objectives.
• - Ensures Managers support their teams by training, motivating and coaching their leaders on the essential skills to ensure that each team member has the tools they need to succeed at their job.
• - Collaborates with and follows directives of the Director.
• - Continually seeks opportunities to improve operations, including people, processes, and technologies.
• - Ensures that team member, client, and customer expectations are met and exceeded.
• - Works with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved.

Additional Specific Duties & Responsibilities:

• - Collaborates and cooperates with other functional areas including;
• - Human Resources, Training, Workforce, Communications,
• - Customer and Employee Experience, and Client Services.
• - Fosters a cooperative team environment within the management team and site.
• - Appropriately prioritizes site, team, and individual goals to effectively achieve business objectives.
• - Actively seeks input from the team to understand successes and opportunities and leverage of input to make improvements.
• - Helps to develop, define and execute a culture that leverages rewards and recognition.
• - Collaborates with Workforce Management to implement their recommendations for improving operational efficiencies.
• - Collaborates with Human Resources, Managers and Coaches to create and maintain a healthy culture of everyday leadership.
• - Works with Human Resources and leadership teams to ensure all policies and procedures are consistently and fairly applied.
• - Assists Director with strategic site planning.
• - Represents Transcom in client interactions including supporting and facilitating client requested changes and representing customer experience feedback.

What we are looking for:

To be successful in this role you must have…

Educational Background:

• - University degree or equivalent higher qualification

Job Specifications (Qualifications, Skills and Experience)

• - Results-driven Operations Executive with over 20 years of leadership experience in the Business Process Outsourcing (BPO) and Customer Experience Management industries. Proven track record of leading large-scale operations, driving operational excellence, improving profitability, and delivering exceptional client satisfaction across global organizations.
• - Extensive expertise in Operations Management, Business Excellence, COPC Standards, Process Improvement, Client Relationship Management, Workforce Optimization, and Organizational Development. Successfully managed programs with headcounts exceeding 600 employees while leading high-performing teams across the Philippines, China, and Japan for COPC compliance.
• - Recognized for building customer-centric and employee-focused cultures that consistently achieve operational targets, increase engagement, improve customer experience, and strengthen business performance.

Skills Requirements:

• - Can manage his/her time effectively and be focused on setting clear objectives and priorities.
• - Excellent communication skills

What's in it for YOU!

• - Day 1 HMO
• - 24/7 Teleconsult
• - Free Psychologist Consultation
• - In-house & Online Pharmacy
• - Scholarship Program
• - Retirement Fund
• - Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• - Loyalty Incentives
• - Accidental & Life Insurance
• - Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us