Overall Operations Manager

Location: Philippines – Cebu / Bacolod
Department: Operations
Reports To: General Manager / Senior Management
Holiday Schedule: Singapore Public Holidays
Operational Environment: 24/7 Multi-Campaign BPO Operations

About the role

The Overall Operations Manager is responsible for the overall performance, governance and continuous improvement of multiple BPO campaigns operating in a 24/7 environment.

The role provides strategic and hands-on leadership across Operations, ensuring that all campaigns consistently achieve agreed SLA, KPI, quality, productivity, customer satisfaction, manpower and financial targets.

The position will work closely with Operations, Training, Quality, Recruitment, Workforce Management, Data Analytics, IT, HR and Finance to ensure operational stability, client satisfaction and sustainable business performance. The successful candidate must be a data-driven and commercially minded operations leader who can manage multiple campaigns, develop leaders, identify operational risks and translate data into measurable business improvements.

---

Key Responsibilities

1. Overall Operations Management

• Provide overall leadership and governance across multiple client campaigns.
• Ensure campaigns consistently achieve contractual KPIs, SLAs, productivity, quality and customer satisfaction targets.
• Establish clear accountability across Operations Managers, Team Leaders and support functions.
• Monitor daily operational performance and ensure timely corrective actions.
• Ensure effective management coverage and business continuity across 24/7 operations.
• Establish appropriate escalation mechanisms for critical operational issues.

2. Client & Stakeholder Management

• Act as a senior operational point of contact for key clients and stakeholders.
• Lead MBRs, QBRs and operational performance reviews.
• Build and maintain strong client relationships based on transparency, accountability and continuous improvement.
• Proactively identify client concerns, operational risks and opportunities for improvement.
• Manage escalations effectively and ensure timely resolution.
• Identify opportunities to provide additional value-added solutions and strengthen client retention.

3. Performance Management & Data Analytics

• Establish and maintain a strong data-driven performance culture across Operations.
• Review and analyze SLA, CSAT, QA, AHT, productivity, occupancy, attendance, attrition and other operational KPIs.
• Work closely with Data Analysts to identify trends, root causes and performance gaps.
• Ensure operational dashboards and reports are accurate, timely and actionable.
• Translate data insights into clear action plans with measurable outcomes.
• Monitor the effectiveness of corrective and preventive actions.

4. Training & Quality Management

• Partner closely with Training and Quality teams to ensure effective onboarding, nesting, refresher training and continuous development.
• Ensure QA findings are translated into structured coaching and performance improvement actions.
• Establish appropriate quality monitoring, calibration and audit practices.
• Monitor training effectiveness through operational performance and quality results.
• Ensure employees understand and consistently follow company SOPs, client requirements and operational procedures.
• Identify recurring knowledge gaps and implement targeted training interventions.

5. Workforce & Manpower Management

• Ensure adequate manpower readiness across all campaigns and operational requirements.
• Work closely with Recruitment and Workforce Management teams on manpower planning, forecasting and hiring requirements.
• Monitor staffing levels, absenteeism, attrition, overtime and productivity.
• Develop contingency plans for volume spikes, promotional campaigns, unexpected absenteeism and other operational disruptions.
• Ensure appropriate succession and backup arrangements are in place for critical operational positions.

6. Process Improvement & Operational Excellence

• Identify opportunities to improve productivity, efficiency, service quality and customer experience.
• Review existing SOPs, workflows and operational processes and recommend improvements.
• Lead root-cause analysis and corrective action initiatives.
• Drive continuous improvement projects with measurable business outcomes.
• Identify opportunities to leverage AI, automation, analytics and technology to improve operational efficiency and reduce costs.
• Ensure process improvements are properly documented, implemented and sustained.

7. Governance, Compliance & Risk Management

• Ensure all campaigns comply with company policies, SOPs, client requirements and applicable regulatory requirements.
• Maintain strong governance over PDPA, ISO, information security, quality and operational compliance requirements.
• Identify, document and proactively mitigate operational risks.
• Ensure proper incident, escalation and corrective-action processes are followed.
• Conduct regular operational reviews and spot checks to ensure compliance and process adherence.

8. Financial & Commercial Management

• Monitor campaign profitability, manpower costs, overtime, productivity and other operational expenses.
• Work closely with Finance to review campaign P&L and identify cost-saving opportunities.
• Ensure operational decisions balance service quality, client commitments and profitability.
• Support contract renewals, pricing discussions and commercial proposals by providing operational and manpower inputs.
• Identify opportunities to improve revenue, margin and operational efficiency.

9. Leadership & People Development

• Lead, coach and develop Asst. Operation Managers, Team Leaders and other key operational personnel.
• Establish a culture of ownership, accountability, discipline and continuous improvement.
• Develop high-performing leadership teams and succession plans.
• Identify high-potential employees and provide appropriate development opportunities.
• Address performance gaps promptly and fairly.
• Ensure leaders are equipped to independently manage their respective campaigns.

---

Key Performance Indicators

The Overall Operations Manager will be accountable for, among others:

• SLA achievement
• CSAT / Customer Experience
• QA performance
• Productivity and efficiency
• AHT / operational efficiency
• Attendance and absenteeism
• Attrition
• Manpower readiness
• Client satisfaction
• Escalation management
• Campaign profitability and cost control
• Training effectiveness
• Compliance and audit performance
• Continuous improvement initiatives
• Business continuity and operational stability

Candidate Essential Requirements

• Bachelor's degree or equivalent professional experience.
• Minimum 5 years of BPO/contact centre experience, preferably with experience in a senior operations management role.
• Proven experience managing multiple campaigns/accounts simultaneously.
• Experience overseeing 24/7 BPO operations.
• Strong understanding of BPO operational KPIs, including SLA, CSAT, QA, AHT, productivity, occupancy, attrition and staffing.
• Demonstrated experience working closely with Training and Quality functions.
• Strong experience in data analysis and performance management, preferably working directly with Data Analysts or Business Intelligence teams.
• Strong client-facing and stakeholder-management experience.
• Excellent analytical, problem-solving and decision-making skills.
• Strong understanding of operational governance, SOPs and continuous improvement.
• Strong written and verbal communication skills.
• Proven ability to lead managers and develop high-performing teams.

Preferred Qualifications

• Experience managing Singapore-based clients or regional BPO operations.
• Experience in multilingual customer service operations.
• Experience with CRM, WFM, QA, BI/dashboarding and contact-centre technologies.
• Exposure to AI, automation and digital transformation within BPO operations.
• Experience with ISO 9001, ISO 27001, COPC or similar quality/compliance frameworks.
• Experience managing both customer-facing and back-office operations.

---

Working Arrangement

Regular Working Hours: Monday–Friday, 9:00 AM–6:00 PM

Location: Office-Based

Holiday Schedule: Singapore Public Holidays

Operational Coverage: The role oversees multiple campaigns operating on a 24/7 basis. While the regular working schedule is Monday–Friday, 9:00 AM–6:00 PM, the incumbent is expected to maintain overall management oversight of the operation and provide support for