Senior Operations Manager | Retail - Alabang

Private Advertiser; Muntinlupa; On-site; PHP 1,500,000 - 1,900,000; Full time

Job summary

Private Advertiser, based in the Philippines, is seeking a Sr. Operations Manager to lead the Operations Managers and their teams, ensuring service levels meet client expectations while aligning with corporate policies.

The role focuses on optimizing productivity, fostering client relationships, and driving continuous service improvements. The position requires strong leadership, exceptional communication, and extensive experience in a BPO environment.

Qualifications

• Up-to-date management skills and ability to motivate staff.
• Understanding of KPIs and driving performance.

Responsibilities

• Lead and inspire the team to regularly meet or exceed targets.
• Develop Operations Managers for top performance.
• Monitor staff to assess developmental needs to improve performance.
• Oversee day-to-day account management and issues.
• Analyze data to improve program performance.
• Address performance, behavior and attendance issues.
• Staffing and hiring responsibilities.
• Provide subject matter expertise.
• Ensure training needs of subordinates are met.
• Complete client-related trainings.
• Hold regular team meetings with direct reports.
• Communicate process and client changes promptly.
• Promote use of center communication tools.

Skills

Excellent communication

Leadership

Analytical skills

Organizational skills

Education

Bachelor's Degree or equivalent

4+ years management in BPO

2+ years as SOM/Program Leader

Job description

The Sr. Operations Manager is responsible for managing performance of the Operations Managers, its team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.

DUTIES AND RESPONSIBILITIES:

• Manage, lead and inspire the team to ensure everyone regularly meet/exceed targets

• Develop all Operations Managers to ensure top performance

• Monitor all staff to assess developmental needs to improve performance

• Day to day management of account and related issues

• Monitor, measure, report & analyze data to improve the program's performance

• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques

• Responsible for staffing and hiring

• Provide Subject Matter Expertise

• Ensure training needs of subordinates are met

• Successfully complete all client related training

• Hold team meetings on a regular basis with direct reports

• Communicate all process and client changes to direct reports within specific timeliness

• Promote the use of all center communication tools

Knowledge

• Up to date management skills and understanding of employee motivation

• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

• Excellent communication skills

• Good leadership and interpersonal skills

• Excellent analytical skills

• Must possess effective organizational skills and time management skills

Abilities

• Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.

• Ability to problem solve independently and make fast but high-quality decisions

• Ability to create, interpret and analyze reports

• Ability to exhibit professionalism

• Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.

• Ability to work a flexible schedule (graveyard/shifting schedule)

Education/Experience:

• Bachelor's Degree (any field) or equivalent work experience

• Minimum of 4 years management experience with BPO environment being mandatory

• At least has 2 years of experience as an SOM/Program Leader

Desired:

• Prior experience as a Sr. Operations/Program Manager is highly preferred

• Preferably with Collections account background/experience in BPO industry

• Willing to be assigned in Alabang Area

• Willing to work onsite

• Can start ASAP