Supervisor I, Operations Management

LexisNexis Risk Solutions; Hinoba-an; On-site; PHP 670,000 - 893,000; Full time

Job summary

LexisNexis Risk Solutions in the Philippines seeks a customer fulfillment leader to direct a multi-functional team and drive operational excellence in global support. You will oversee performance, analyze feedback, and guide improvements across the organization to meet SLAs.

You will collaborate with multiple departments, foster learning, and manage projects while ensuring high-quality service delivery. This role emphasizes clear communication and change leadership in a dynamic BPO environment.

Qualifications

• Bachelor’s degree required.
• 1–2 years of leadership experience in a BPO.
• Familiar with AHT, NPS, SLA metrics.
• Excellent written and verbal communication.
• Ability to lead change and collaborate across levels.

Responsibilities

• Lead a multi-functional team of Global Customer Fulfillment representatives to deliver on operational objectives.
• Track and analyze team performance data to drive improvements and excellence.
• Analyze customer feedback to enhance customer experience.
• Collaborate cross-functionally and with related departments to drive innovation and efficiency.
• Foster proactive relationships with supported business units.
• Promote continuous learning and upskilling of self and team members.
• Conduct regular operations reviews and execute action items.
• Manage multiple projects and reprioritize as needed.
• Drive initiatives to improve team processes and partner with leadership for critical actions.
• Develop and implement support plans to meet service level objectives.
• Ensure team performance meets quality, volume, and timeliness goals.

Skills

Leadership experience

BPO operations knowledge

Communication skills

Change management

Organizational skills

Problem solving

Project management

Learning AI tools

Education

Bachelor’s degree

Job description

• Lead a multi-functional team of Global Customer Fulfillment representatives to deliver on operational objectives
• Track and analyze team performance data to drive performance improvements and operational excellence
• Analyze customer feedback to enhance customer experience
• Collaborate cross-functionally and related departments to drive innovation and service excellence and to improve overall efficiency
• Foster proactive relationships with supported business units
• Promote continuous learning and upskilling of self and team members
• Conduct regular operations reviews and execute agreed action items
• Manage multiple projects and reprioritize as needed
• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions
• Develop and implement support plans to meet service level objectives and manage day-to-day operations
• Ensure team performance meets quality, volume, and timeliness goals

Qualifications

• Bachelor’s degree holder 1-2 years of leadership experience in a BPO setup
• Familiar with BPO operations (understands AHT, NPS, SLA, etc.)
• Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
• Proven success at managing change
• Strong organizational, prioritization and delegation skills
• Proven problem solving and analytical skills
• Detail oriented and project management skills
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

We know your well-being and happiness are key to a long and successful career.

We are delighted to offer country specific benefits.

We are committed to providing a fair and accessible hiring process.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

USA Job Seekers: EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop.

It defines us as a company.

Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.