Operations Manager | Davao-Lanang

The Operations Manager is responsible for leading one or more client programs by driving operational excellence, achieving business objectives, and delivering exceptional customer experiences. This role oversees Team Managers, ensures consistent achievement of key performance indicators (KPIs), fosters employee engagement and builds strong client partnerships.

Key Responsibilities

Operational Leadership

• Lead the day-to-day operations of assigned program(s) to consistently achieve contractual service levels and business objectives.
• Drive performance against key operational metrics including Service Level, Customer Satisfaction (CSAT), Quality, Productivity, Attendance, Attrition and Financial targets.
• Monitor operational performance through dashboards, scorecards, and business reviews, implementing corrective actions when necessary.
• Ensure operational readiness for new program launches, ramp-ups, business transitions, and seasonal volume changes.
• Promote a culture of operational excellence and continuous improvement across all levels.

People Leadership

• Lead, coach, and develop Team Managers to maximize team performance and leadership capability.
• Conduct regular performance reviews, coaching sessions, calibration meetings, and succession planning activities.
• Build a highly engaged workforce through recognition programs, employee development, and career progression initiatives.
• Foster an inclusive, collaborative, and high-performance work environment aligned with IBEX culture.
• Address employee relations concerns promptly in partnership with Human Resources.

Client Management

• Establish and maintain strong relationships with clients as a trusted operational partner.
• Participate in client business reviews, governance meetings, and strategic planning discussions.
• Present operational performance, business insights, improvement initiatives, and action plans to internal and external stakeholders.
• Ensure client expectations are consistently met or exceeded while identifying opportunities for business growth.

Performance Management

• Analyze operational trends to identify opportunities for improving efficiency, quality, and customer experience.
• Develop action plans to address performance gaps and ensure sustainable improvements.
• Lead root cause analysis and implement preventive and corrective actions for recurring operational issues.
• Drive accountability across leadership teams through structured performance management processes.

Financial Management

• Manage program profitability through effective resource planning, productivity management, and expense control.
• Monitor staffing requirements, shrinkage, overtime, and utilization to optimize operational efficiency.
• Support budgeting, forecasting, and financial planning activities.
• Ensure operational decisions align with financial goals while maintaining service excellence.

Workforce & Cross-Functional Collaboration

• Partner closely with Workforce Management, Recruitment, Learning & Development, Quality Assurance, IT, Human Resources, Facilities and other support functions to ensure operational success.
• Support hiring strategies, workforce planning, and talent development initiatives.
• Ensure operational compliance with company policies, client requirements, and regulatory standards.

Continuous Improvement

• Champion Lean thinking and continuous improvement initiatives to enhance productivity, quality, and customer satisfaction.
• Encourage innovation by identifying automation opportunities and process enhancements.
• Lead change management initiatives to support evolving business needs.

Experience

• Minimum of 4 years of leadership experience in a BPO or Contact Center environment.
• At least 2–3 years of experience as an Operations Manager or equivalent leadership role.
• Proven experience managing multiple Team Managers and large-scale operations.
• Experience supporting voice, non-voice, back-office, technical support, sales, or blended programs is preferred.
• Experience managing client relationships and conducting business reviews.

Knowledge & Skills

• Strong understanding of contact center operations and key performance metrics.
• Demonstrated ability to drive operational excellence and business results.
• Excellent leadership, coaching, and people development skills.
• Strong analytical and problem-solving capabilities.
• Effective stakeholder management and client relationship skills.
• Excellent verbal, written, and presentation communication skills.
• Strong financial acumen including forecasting, budgeting, and cost management.
• Ability to influence cross-functional teams and drive organizational change.
• Advanced proficiency in Microsoft Excel, PowerPoint, and operational reporting tools.
• Familiarity with workforce management concepts, quality systems, and performance analytics.

Desired

• Amenable to work on-site
• Willing to work in SM Lanang Premier site
• Can start ASAP