Operations Manager

Location: McKinley Hill, Taguig

Schedule: Dayshift and Temporary Onsite

Essential Duties and Responsibilities

• Lead and oversee day-to-day business operations, ensuring service delivery, productivity, and quality targets are consistently achieved.
• Manage, coach, and develop team members through continuous training, performance management, and career development initiatives.
• Allocate work effectively and ensure tasks are executed in compliance with company policies, procedures, and business requirements.
• Monitor and review operational reports, performance metrics, service levels, financial reports, and key business indicators to support informed decision-making.
• Drive continuous improvement initiatives by identifying process gaps, mitigating risks, and implementing automation and efficiency solutions where appropriate.
• Promote a culture of operational excellence, accountability, and continuous improvement across the organization.
• Oversee financial and billing-related activities, ensuring accuracy, compliance, timely processing, and effective resolution of issues.
• Manage contract administration activities, including monitoring contractual obligations, renewals, compliance requirements, and stakeholder expectations.
• Build and maintain strong relationships with internal and external stakeholders, clients, vendors, and business partners.
• Collaborate with cross-functional teams to improve processes, reporting frameworks, systems, and operational controls.
• Support business reviews, strategic planning sessions, and stakeholder meetings by providing meaningful operational and financial insights.
• Ensure adherence to company policies, governance standards, and regulatory requirements.
• Lead change management initiatives and support organizational transformation projects as required.

Qualifications and Experience

• Bachelor's degree in Business Administration, Finance, Accounting, Management, or a related field.
• Minimum of 7 years of leadership or operations management experience within a shared services, BPO, corporate, or service delivery environment.
• Strong background in finance operations, billing, invoicing, accounts management, or related business support functions.
• Experience in contract management, vendor management, or client account management.
• Demonstrated experience managing relationships with senior stakeholders, clients, and cross-functional business partners.
• Proven ability to lead teams, develop talent, improve performance, and drive employee engagement.
• Strong analytical and problem-solving skills with the ability to interpret operational and financial data and translate insights into actionable plans.
• Experience leading process improvement, transformation, automation, or continuous improvement initiatives.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Experience working within a Shared Services, or BPO environment is highly preferred.
• Exposure to or experience supporting Australia and New Zealand (AU/NZ) clients or business operations is an advantage.
• Proficiency in Microsoft Office applications, reporting tools, and business systems.