Operations Manager (Utilities Account)

About the role

As Operations Manager at Tech Mahindra Philippines, you will contribute to organizational planning and strategy as a member of the management team. You will manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs, lead multiple programs or LOBs with Profit & Loss accountability, and act as site POC overseeing business continuity requirements. You will serve as the primary operations owner for launching and stabilizing new accounts.

Key responsibilities

• Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs
• Lead multiple programs or LOBs, including Profit & Loss accountability
• Act as site POC and oversee business continuity requirements
• Increase efficiency of support functions through coordinated cross-team improvements
• Implement and oversee the quality of deliverables; manage team relationships to ensure exceptional performance
• Establish operational objectives and delegate assignments to subordinate leaders
• Lead complex client engagements involving the design and implementation of business solutions
• Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows
• Drive client calibration rituals, success metrics definition, and performance governance (daily/weekly/monthly cycles)
• Oversee all pilot readiness components: hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness

About you

• Bachelor's degree required
• 7–8 years of related experience in operations management
• Minimum 2–3 years managing Supervisors, Team Leads, or Associate Managers
• Experience in Customer Service or similar functions
• BPO Telco Experience is highly recommended
• Proven leadership in launching new BPO accounts, transitions, or pilot programs
• Strong experience in client management, including executive communication and hosting client visits
• Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account
• Experience in continuous improvement frameworks (Lean Six Sigma preferred)
• Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics

About us

Tech Mahindra Philippines is a Certified Great Place to Work® where growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people build meaningful careers while making a real difference for customers around the world.

Benefits

• Growth opportunities – promotions and career paths await
• Learning and development – trainings to sharpen your skills
• Inclusive, supportive, and people-first workplace
• Health coverage
• Referral rewards when you refer friends to join the team