Virtual Operations Manager

Outsourcey; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Job summary

Outsourcey is seeking an experienced Operations Manager to lead a mid-sized team across multiple LOBs in the Philippines. You will ensure operational consistency, monitor SLAs and KPIs, and drive performance through structured rhythms and coaching.

You will collaborate with HR, Recruitment, and Finance to resolve issues, plan capacity, and deliver management reports that highlight trends and opportunities for improvement.

Qualifications

• 3+ years in an Operations Manager/Service Delivery Manager or similar leadership role.
• Experience managing mid-sized teams across functions or Lines of Business.
• Strong understanding of SLAs, KPIs, performance management and reporting.
• Proven ability to establish structured operating rhythms and accountability.

Responsibilities

• Oversee day-to-day performance of a mid-sized team across multiple LOBs, ensuring consistency and accountability.
• Monitor performance against SLAs, KPIs, productivity, quality and attendance targets.
• Establish and maintain operating rhythms: daily huddles, weekly reviews, coaching, and reporting.
• Identify gaps and implement coaching and corrective actions to improve performance.
• Support workforce planning, scheduling, capacity management and resource allocation across functions.
• Provide leadership and engage team leaders and staff with clear expectations.
• Prepare operational reports and share insights on trends, risks and opportunities.
• Collaborate with HR, Recruitment, Finance and other support functions to resolve issues.
• Drive continuous improvement to productivity, service quality, and efficiency.
• Maintain strong stakeholder communication and escalate issues appropriately.

Skills

Operations leadership

People management

Stakeholder management

Data-driven

SLA/KPI tracking

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements:

• Min 3 years of demonstrated experience in an Operations Manager, Service Delivery Manager or similar operational leadership role.
• Experience managing mid-sized teams across multiple functions, accounts or Lines of Business.
• Strong understanding of SLAs, KPIs, performance management and operational reporting.
• Proven ability to establish structured operating rhythms and maintain accountability across teams.
• Strong people leadership, coaching and performance-management capabilities.
• Excellent communication and stakeholder-management skills.
• Data-driven approach with the ability to identify trends, diagnose performance issues and implement improvements.

Core responsibilities:

• Oversee the day-to-day performance of a mid-sized team across multiple LOBs, ensuring operational consistency and accountability.
• Monitor individual and team performance against agreed SLAs, KPIs, productivity, quality and attendance targets.
• Establish and maintain effective operational rhythms, including daily huddles, weekly performance reviews, coaching sessions and management reporting.
• Identify performance gaps and implement coaching, development plans and corrective actions to improve employee performance.
• Support workforce planning, scheduling, capacity management and resource allocation across different business functions.
• Provide leadership and guidance to team leaders and employees, ensuring clear expectations and strong employee engagement.
• Prepare operational reports and provide management with visibility of performance trends, risks, issues and improvement opportunities.
• Work collaboratively with HR, Recruitment, Finance and other support functions to resolve operational and employee-related matters.
• Drive continuous improvement initiatives to improve productivity, service quality and operational efficiency.
• Maintain strong stakeholder communication and ensure operational issues are escalated and resolved appropriately.

Benefits:

• Competitive salary Opportunity to shape the HR function of a rapidly growing BPO.
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.