Senior Operations Manager (SOM) - Mckinley West, Taguig

HCL Technologies Philippines Inc; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a Senior Operations Manager to drive the CCO COE, overseeing Written Inquiry and Master Data Management while improving operational metrics such as CPI/KPI/OM. The role focuses on partnering across groups to enable cross-functional synergy.

You will lead large, diverse teams, manage resources, and deliver against service levels, aiming for operational excellence and sustained performance improvements.

Qualifications

• Fluent in English (written and spoken).
• College degree required.
• Minimum 5 years of management experience.
• Strong background in Customer Service.
• Excellent verbal and written communication; able to present to executives.

Responsibilities

• Establish direction and lead implementation of the business strategy across the organization.
• Manage operations to ensure delivery of service levels; develop mitigation plans for risks.
• Interface with COE partners to solve customer elevations.
• Improve processes and policies; support in resources, business processes, and planning.
• Oversee utilization of HR, IT, and Analytics; develop strategies to improve performance and morale.
• Communicate complex performance metrics to Leadership.
• Lead long-term planning and operational excellence initiatives.

Skills

English fluency

Management experience

Customer service

Communication

Leadership

Cross-functional collaboration

Project/initiative leadership

People management

Stakeholder engagement

Education

College degree

Tools

Microsoft Office

Job description

The Senior Operations Manager will be in charge of driving, engaging, and supporting the CCO COE, including Written Inquiry, Master Data Management, focusing on maintaining and improving the operational metrics (CPI/KPI/OM). The operations manager needs to drive partnership with other groups enabling cross functional synergy.

Main Responsibilities

• The Senior Operations Manager will establish the direction and lead implementation of the business strategy across the organization
• Manage operations to ensure delivery of established service levels. Develop mitigation plans as necessary to offset risks to goals and commitments.
• Interface with COE partners to solve potential customer elevations
• Improve operational processes and policies. Specifically, provides support in management of resources, business process and organizational planning.
• Manage and improve the utilization of support services (HR, IT and Analytics), developing business strategies to improve performance and maintain positive morale.
• Communicate complex concepts, performance, and issues to Leadership.
• Play a significant role in long-term planning, including an initiative geared toward operational excellence

Skills, Knowledge and Abilities

• Fluent in English, both written & verbal
• College degree
• At least 5 years’ management experience
• Strong background and work experience in Customer Service
• Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Excellent communication skills, both verbal and written, including communications and presentations to various levels of the organization from Associates to Executive staff
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
• Excellent interpersonal skills and a collaborative management style.
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Excels at operating in an fast pace, community environment
• Excellent people manager and open to direction and collaborative work style
• Demonstrated experience in managing and understanding complex processes and performance measures.
• Ability to challenge and debate issues of importance to the organization.
• Ability to look at situations from several points of view
• Persuasive with details and facts
• Delegate responsibilities effectively
• High comfort level working in a diverse environmentOperations experience leading large diverse teams.
• Experience in leading project teams including interaction with multiple organizational levels and cross-functions / business.
• Proven experience in leading fast paced teams
• Experience in Credit, Contracts, Collections, Customer Service, or Asset Management.
• Functional competency in Finance/Risk/Operations.
• Ability to quickly evaluate new IT systems & tools to benefit Order Processing, Billing & Customer Care.