Team Lead - Operations | Urgent Hiring

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 502,000 - 837,000; Full time

Job summary

Tech Mahindra Philippines is seeking an Operations Team Leader to spearhead complex client engagements and coordinate with internal teams to deliver high‑quality solutions from our Quezon City on‑site hub.

The role requires 1–2 years in a team lead role, a bachelor’s degree, strong analytical and collaboration skills, and experience with HRIS/payroll and WFM systems. You will drive performance, coaching, and transition activities for new accounts.

Qualifications

• Bachelor’s degree preferred.
• 1–2 years experience in a team lead or supervisory role.
• Experience handling Technical Support or BPO environments preferred.
• Strong analytical, results-oriented and process-driven mindset.
• Experience supporting new account launches, workflow stabilization, or transition projects.
• Demonstrated ability to coach teams in high-visibility pilot accounts.
• Ability to document processes accurately and ensure client expectations compliance.

Responsibilities

• Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.
• Provide excellent customer service and identify client needs.
• Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.
• Participate in proposal development for business opportunities.
• Balance stakeholder priorities and ensure the team understands overall goals and deliverables.
• Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
• Conduct root cause analyses and build corresponding action plans.
• Coach associates to meet KPIs and performance metrics.
• Manage team attrition and engagement.
• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
• Perform other tasks assigned by leadership.
• Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.
• Assist in developing SOPs, workflows, call flows, and operational documentation for a new program launch.
• Help drive Train-the-Trainer readiness, calibration sessions, and process mapping with Training and Quality.
• Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.
• Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.

Skills

Team leadership

Analytical thinking

Process driven

Coaching

Documentation

HRIS/HCM

Payroll support

WFM

Client reporting

Communication

Adaptability

Education

Bachelor’s degree

Tools

UKG

ADP

Workday

SAP SuccessFactors

Job description

We're Hiring: Operations Team Leader

Work Where People Matter

At Tech Mahindra Philippines, we're more than just a BPO - we're a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

• Growth you can see - promotions and career paths await
• Learning that sticks - trainings to sharpen your skills
• A workplace that cares - inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team

Your Day-to-Day

• Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.
• Provide excellent customer service and identify client needs.
• Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.
• Participate in proposal development for business opportunities.
• Balance stakeholder priorities and ensure the team understands overall goals and deliverables.
• Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
• Conduct root cause analyses and build corresponding action plans.
• Coach associates to meet KPIs and performance metrics.
• Manage team attrition and engagement.
• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
• Perform any other tasks assigned by leadership.
• Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.
• Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.
• Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.
• Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.
• Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.

What We're Looking For

• Bachelor's degree preferred.
• Minimum 1-2 years experience in a team lead or supervisory role.
• Experience handling Technical Support vertical.
• Strong analytical, results-oriented, and process-driven mindset.
• Experience supporting new account launches, workflow stabilization, or transition projects.
• Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.
• Ability to document processes accurately and ensure compliance with client expectations.
• Familiarity with HRIS/HCM, payroll support, workforce management systems (UKG, ADP, Workday, SAP success is a plus).
• Competent in root cause analysis, performance management, and data-driven decision-making.
• Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.
• Strong written and verbal communication skills, especially for client-facing reporting and updates.
• Able to adapt quickly to evolving client requirements, especially during the stabilization period.

Work Setup

Location: Quezon City, National Capital Region, Philippines

Shift: Shifting schedule (On-site)

About Tech Mahindra Philippines

We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you're ready for a role where you can grow, make a difference, and enjoy the ride - we'd love to meet you.