Overview

• Salary

  240000PHP ~ 250000PHP

• Industry

  BPO / IT BPO / Call Center

• Position

  Manager

• Job Description

  ・STRATEGIC OPERATIONS GOVERNANCE (Scale: 1,000+ FTEs) -Liaise with top management to set operational goals, define strategic plans, and execute initiatives within agreed timelines. -Oversee Enterprise-scale operations (1,000+ FTEs) across multiple programs (CS, Technical Support, Sales), ensuring productivity, quality, and customer service standards are met. -Drive a culture of Root Cause Analysis (RCA) to identify systemic operational gaps. Implement data-driven solutions and state-of-the-art technologies to improve key metrics (AHT, CSAT, NPS) and profitability. ・FINANCIAL MANAGEMENT & PLANNING (P&L Ownership) -Full P&L Ownership: Prepare and manage operational budgets, ensuring alignment with financial targets and driving cost-efficiency strategies without compromising quality. -Develop revenue forecasts and analyze variances between plan and actual results to minimize leakage. -Oversee strategic resource allocation for current operations and potential business opportunities, including manpower, facilities, and systems. ・CLIENT RELATIONSHIP & BUSINESS GROWTH -Cultivate strong strategic partnerships with clients, ensuring needs are met and concerns are addressed promptly. -Propose new services and solutions based on customer insights, industry trends, and market analysis (local and global). -Lead Transition & Ramp-up for large-scale accounts, ensuring a seamless shift from implementation to steady-state operations. -Negotiate operational and commercial terms, including pricing, to support client and company objectives. ・TEAM DEVELOPMENT -Build a self-sustaining team capable of continuous improvement, innovation, and problem-solving. -Mentor and develop Managers and Senior Managers to perform with fairness, integrity, and alignment with management philosophy. -Promote upskilling and succession planning to ensure long-term operational excellence. -Task Frequency (Scope of Work) 【DAILY】 -Monitor and address critical operational issues promptly. -Review high-level escalations from clients and internal teams. 【WEEKLY / MONTHLY / QUARTERLY / ANNUALLY】 -Oversee Workforce Forecasting and daily staffing/workflow requirements. -Review and update operational processes based on client requirements and internal assessments (RCA results). -Conduct performance reviews and share business performance reports with stakeholders (Clients & Global Leadership). -Plan and manage annual budgets and forecasts. -Lead operational audits and ensure compliance with service standards.