Sr Operations Manager | Telco

Sutherland; Tarlac City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Sutherland in the Philippines is seeking a Senior Account Manager to drive delivery excellence, customer engagement, internal metrics, and reporting across large-scale production operations.

The role requires 8–10 years of managing operations or similar disciplines, strong communication, and the ability to manage multiple projects and a team of 150–200 FTEs in a dynamic environment. You will partner with cross-functional teams to implement process improvements and sustain high performance.

Qualifications

• 8 to 10 years of handling operations or similar disciplines with relevant project management experience.
• Experience in handling telco, billing, sales LOB.
• Strong verbal and written communication skills; able to communicate clearly and professionally.

Responsibilities

• Identify and drive organizational and cultural changes to adapt to changing market demands and initiatives.
• Partner with cross-functional teams to deploy process improvements and gather analytical insights.
• Communicate and present the scope of Sutherland's products to industry prospects.
• Address root causes of complex customer service issues to improve accuracy, productivity and quality.
• Maintain high standards of compliance and integrity in all business dealings.
• Lead interactions with customers during weekly and monthly performance reviews.
• Act as point of contact for first level of escalation and maintain client relationships.
• Work with leadership to determine strategies to achieve site goals.

Skills

Leadership

Communication

Project management

Operational excellence

Cross-functional collaboration

Job description

About the role

Sutherland is seeking an Sr Account Manager to join a group of driven and hard-working individuals. You will be responsible for delivery excellence, customer engagement, internal metrics delivery and reporting, team engagement, and leadership development across large-scale production operations.

Key responsibilities

• Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, and build next generation service delivery
• Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions and gather analytical insights
• Communicate and present the scope of Sutherland's products to industry prospects
• Solve complex customer service issues by proactively identifying root causes and address them to deliver sustained accuracy, productivity, quality and other key performance metrics
• Conduct business with utmost integrity and ensure high standards of compliance are maintained
• Lead interactions with customer during weekly and monthly performance reviews
• Act as Point of Contact for first level of escalation
• Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions
• Work with the leadership team to determine strategy to achieve overall site goals
• Maintain cost effective and stable workforce to handle Seasonality & Volatility of volumes

About you

• 8 to 10 years of handling operations or similar disciplines with relevant project management experience, experience in handling telco, billing, sales LOB
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Specialized skill in running large scale production operations
• Demonstrable experience and capability to manage multiple projects simultaneously and autonomously
• Experience of managing, direct or matrix, project managers, technical resources with span of 150-200 FTEs