Sr. Business Intelligence Manager (Training and Quality)

IBEX Global Solutions (Philippines) Inc.; Metro Manila; Remote; PHP 1,200,000 - 1,800,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a data-driven business leader who can turn operational insights into strategic decisions. This remote role demands influencing executive stakeholders and driving performance across global teams, not just reporting.

You will partner with senior clients and internal teams, lead executive reviews, and translate data into actionable recommendations that improve operational and customer outcomes.

Qualifications

• Strong leadership background in BPO or multi-account operations.
• Ability to lead client-facing and executive-level calls.
• Experience translating data into strategic insights for senior stakeholders.

Responsibilities

• Serve as strategic partner for senior client stakeholders and internal leadership.
• Lead executive reviews and performance discussions with confidence and clarity.
• Translate operational data into actionable insights and strategic narratives.
• Identify trends and opportunities to improve operational and customer outcomes.
• Drive KPI performance across QA, VOC, CX, AHT, RCR, CSAT, and other metrics.
• Collaborate with Operations, Quality, Training, and BI to improve performance.

Skills

BPO leadership

Executive communication

Data storytelling

Excel

PowerPoint

Analytic mindset

Executive stakeholder management

Tools

SPSS

Job description

Join a high-visibility leadership role where analytics meets operations strategy. We are looking for a data-driven business leader who can transform operational insights into impactful decisions, influence executive stakeholders, and drive performance across global teams — all while working remotely.

This is not a purely reporting-focused role. We’re looking for someone who understands the story behind the numbers, can confidently lead executive conversations, and proactively identify opportunities that improve operational and customer outcomes.

What You’ll Own

• Serve as the strategic partner and primary point of contact for senior client stakeholders and internal leadership teams
• Lead executive-level business reviews and performance discussions with confidence and clarity
• Translate operational data into actionable insights, business recommendations, and strategic narratives
• Identify trends, performance gaps, and improvement opportunities through data analysis and operational understanding
• Drive KPI performance across QA, VOC, CX, AHT, RCR, CSAT, and other critical operational metrics
• Partner closely with Operations, Quality, Training, and BI teams to improve performance and executionDevelop data-backed action plans and operational strategies focused on high-impact opportunities
• Lead discussions around outlier management, quartile analysis, and performance prioritization
• Influence decision-making by providing forward-thinking recommendations and digital solution opportunities
• Ensure alignment across programs, stakeholders, and sites while maintaining globally consistent delivery
• Support continuous improvement initiatives through structured analysis, feedback, and stakeholder collaboration
• Bring ideas to the table proactively — not just report on issues, but recommend solutions

What We’re Looking For

• Strong BPO leadership background with exposure across Operations, Quality, Analytics/BI, Training, or Client Services
• Experience managing or partnering with multiple accounts, programs, or lines of business
• Proven ability to independently lead client-facing and executive-level calls
• Strong operational acumen — understands business operations, frontline challenges, and leadership dynamics
• Data analytics experience beyond dashboard reporting; capable of data storytelling and strategic insight generation
• Experience with data structuring, performance analysis, and identifying operational drivers behind trends
• Strong communication and presentation skills with the ability to influence senior stakeholders
• Comfortable explaining the “why” behind business decisions, not just presenting metrics
• Strong managerial and stakeholder management experience
• Advanced Excel skills required; experience with SPSS or similar tools is a plus
• High proficiency in PowerPoint and executive-level business storytelling
• Forward-thinking, solutions-oriented, and highly collaborative

Ideal Background

We are particularly interested in candidates who:

• Transitioned from Operations or Quality into Analytics/Strategic Insights
• Have a strong blend of operational and analytical expertise
• Can connect operational realities with data-driven business recommendations
• Thrive in fast-paced, high-visibility environments

Work Setup

• Full Remote setup
• Flexible to support shifting schedules and occasional travel if business needs require
• Site visits may occasionally be required depending on operational priorities

Why Join Us?

This is an opportunity to play a strategic role in shaping operational performance at a global level. You’ll work directly with senior stakeholders, influence business decisions through data and operational expertise, and help drive meaningful impact across the organization