Sr. Operations Manager

IBM; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

IBM Consulting in the Philippines seeks a Senior Operations Manager to lead and optimize business operations, ensuring delivery of objectives, performance targets, and customer expectations. You will partner with business leaders and stakeholders to develop operational strategies that boost productivity, quality, and financial results, while guiding teams across functions.

This role emphasizes continuous improvement, risk management, and a culture of accountability, collaboration, and client

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field.
• Significant experience in operations management, business management, customer service, or service delivery leadership.
• Proven experience managing managers, supervisors, or large operational teams.
• Strong leadership, communication, and stakeholder management skills.
• Experience managing KPIs, SLAs, budgets, and operational performance.
• Strong analytical and problem-solving capabilities.

Responsibilities

• Lead and oversee daily operations across multiple teams, departments, or business functions.
• Ensure achievement of key performance indicators (KPIs), service level agreements (SLAs), and operational objectives.
• Develop and implement operational strategies, goals, and workforce plans.
• Monitor operational performance and proactively address risks, issues, and opportunities.
• Build and maintain relationships with clients, business partners, and executive stakeholders.
• Manage operational budgets, staffing plans, and resource allocations.
• Identify and implement opportunities to improve efficiency and reduce operational costs.
• Support forecasting and capacity planning activities.
• Establish and monitor performance metrics and quality standards.
• Drive action plans to improve service delivery, productivity, and customer satisfaction.
• Ensure compliance with policies, procedures, and regulatory requirements.
• Lead process improvement, automation, and transformation initiatives.
• Identify opportunities to enhance operational effectiveness and customer experience.
• Promote a culture of innovation and continuous improvement.
• Support organizational change management efforts and strategic initiatives.

Skills

Strategic Leadership

Operations Management

Stakeholder Management

Financial Acumen

Performance Management

Process Improvement

Change Management

Analytical Thinking

Decision-Making

Education

Bachelor's Degree in Business Administration, Operations Management, or related field

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

The Senior Operations Manager is responsible for leading and optimizing business operations to ensure the successful achievement of organizational objectives, performance targets, and customer expectations. This role provides strategic and operational leadership across multiple teams or functions, driving service excellence, operational efficiency, employee engagement, and continuous improvement.

The Senior Operations Manager partners with business leaders, clients, and stakeholders to develop and execute operational strategies that improve productivity, quality, customer satisfaction, and financial performance.

Key Responsibilities

Operational Leadership

• Lead and oversee daily operations across multiple teams, departments, or business functions.
• Ensure achievement of key performance indicators (KPIs), service level agreements (SLAs), and operational objectives.
• Develop and implement operational strategies, goals, and workforce plans.
• Monitor operational performance and proactively address risks, issues, and opportunities.

People Leadership and Talent Development

• Manage and develop Operations Managers, Team Managers, Supervisors, and other leadership personnel.
• Drive employee engagement, performance management, coaching, and career development initiatives.
• Support succession planning and leadership development programs.
• Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.

Client and Stakeholder Management

• Build and maintain strong relationships with clients, business partners, and executive stakeholders.
• Lead business reviews and present operational performance results.
• Manage client expectations and resolve critical escalations.
• Ensure alignment between operational activities and business requirements.

Financial and Resource Management

• Manage operational budgets, staffing plans, and resource allocations.
• Monitor financial performance, productivity, and cost controls.
• Identify and implement opportunities to improve efficiency and reduce operational costs.
• Support forecasting and capacity planning activities.

Performance and Quality Management

• Establish and monitor performance metrics and quality standards.
• Analyze operational data and trends to support informed decision-making.
• Drive action plans to improve service delivery, productivity, and customer satisfaction.
• Ensure compliance with organizational policies, procedures, and regulatory requirements.

Continuous Improvement and Transformation

• Lead process improvement, automation, and transformation initiatives.
• Identify opportunities to enhance operational effectiveness and customer experience.
• Promote a culture of innovation and continuous improvement.
• Support organizational change management efforts and strategic initiatives.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Bachelor's degree in Business Administration, Operations Management, Management, or a related field.
• Significant experience in operations management, business management, customer service, or service delivery leadership.
• Proven experience managing managers, supervisors, or large operational teams.
• Strong leadership, communication, and stakeholder management skills.
• Experience managing KPIs, SLAs, budgets, and operational performance.
• Strong analytical and problem-solving capabilities.

Preferred Technical And Professional Experience

• Experience in BPO, contact center, shared services, IT operations, financial services, healthcare, logistics, retail, or related industries.
• Lean Six Sigma, Project Management, Agile, or Operations Management certifications.
• Experience with workforce management, reporting, and business intelligence tools.
• Knowledge of process improvement and operational excellence methodologies.
• Experience leading large-scale transformation or change initiatives.

Key Competencies

• Strategic Leadership
• Operations Management
• Financial Acumen
• Performance Management
• Stakeholder and Client Management
• Employee Development
• Change Management
• Process Improvement
• Business Planning
• Decision-Making and Analytical Thinking

Key Performance Indicators (KPIs)

• Achievement of operational KPIs and SLAs
• Customer satisfaction and client retention
• Employee engagement and retention
• Productivity and efficiency metrics
• Revenue, profitability, and budget performance
• Quality and compliance performance
• Process improvement and transformation outcomes
• Stakeholder satisfaction scores.