Operations & Client Services Manager | Night Shift

About the Role

We are seeking an experienced Operations & Client Services Manager – US Tax Services to lead the daily operations and workforce performance of a team supporting US-based tax services clients.

This role is responsible for maintaining efficient service delivery, developing team performance, managing client requirements, and driving continuous improvement across operational processes. The successful candidate will be a hands-on people leader who can balance business objectives, client expectations, and employee performance while maintaining consistent quality and productivity.

The position requires strong operational judgment, excellent communication skills, and the ability to identify issues, implement practical solutions, and maintain effective relationships with US-based stakeholders.

Key Responsibilities

Operations & Service Delivery

• Direct the day-to-day activities of the US Tax Services operation and ensure business requirements are consistently met.
• Ensure teams follow established procedures, workflows, and service standards.
• Monitor service delivery to ensure work is completed accurately, efficiently, and within agreed timelines.
• Review operational performance and identify areas requiring immediate attention or improvement.
• Manage operational escalations and coordinate appropriate resolutions.

People & Performance Management

• Lead, coach, and develop Team Leaders, Supervisors, and operations personnel.
• Establish clear performance expectations and ensure employees understand their individual and team targets.
• Monitor key performance indicators including productivity, quality, attendance, service levels, and overall operational performance.
• Conduct performance reviews and provide coaching or corrective guidance when necessary.
• Promote accountability, collaboration, employee engagement, and a positive team culture.

Process Improvement

• Analyze existing workflows to identify inefficiencies, recurring issues, and operational risks.
• Recommend and implement process improvements that enhance productivity, quality, and customer experience.
• Track the effectiveness of improvement initiatives and make adjustments when necessary.
• Ensure operational changes are properly communicated and adopted by the team.

Client & Stakeholder Management

• Develop and maintain professional working relationships with US-based clients and stakeholders.
• Serve as a key escalation point for operational concerns, service issues, and client requirements.
• Understand client expectations and translate them into clear operational priorities for the team.
• Provide regular updates on operational performance, challenges, risks, and improvement initiatives.
• Work closely with internal stakeholders to ensure client commitments are delivered consistently.

Workforce & Team Support

• Partner with HR and recruitment teams on hiring, onboarding, and workforce requirements.
• Support workforce planning based on operational demand and business needs.
• Identify training and development requirements and coordinate appropriate interventions.
• Work closely with Team Leaders and Supervisors to address staffing, attendance, performance, and employee concerns.
• Support initiatives that strengthen employee engagement and retention.

Reporting & Governance

• Review operational reports and analyze trends across key performance indicators.
• Prepare regular performance updates and management reports.
• Ensure operational records and documentation are accurate and up to date.
• Escalate significant operational risks and business-impacting concerns to the appropriate stakeholders.

Qualifications

• Bachelor’s degree in Business Administration, Management, Accounting, Finance, or a related field.
• At least 7 years of experience in an Operations Manager or equivalent operations leadership role.
• Experience in a BPO, outsourcing, shared services, professional services, or similar client-service environment is preferred.
• Previous experience managing US-based clients or accounts is highly preferred.
• Strong background in people management, performance management, and operational leadership.
• Demonstrated experience managing KPIs, productivity, quality, service levels, and client deliverables.
• Strong problem-solving and decision-making abilities.
• Excellent organizational and time-management skills.
• Strong written and verbal English communication skills.
• Comfortable handling escalations and managing multiple priorities in a fast-paced environment.
• Able to work effectively with both local teams and international stakeholders.
• Willing to work onsite on a night shift schedule in Ortigas, Pasig City.
• ASAP availability is required.