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Open nowFirst seen 5 days ago

Senior Operations Manager

Q2 HR Solutions - Group of Companies328 open roles

Where
Quezon City, Metro Manila, Philippines
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Your applicationOpen nowSenior Operations ManagerQ2 HR Solutions - Group of Companies · Quezon City, Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Q2 HR Solutions - Group of Companies's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 5 days ago

The posting

About the Role

We are seeking experienced and results-driven leaders to manage end-to-end operations within a dynamic BPO/shared services environment. This role is responsible for driving service delivery excellence, achieving client KPIs, leading high-performing teams, and ensuring operational efficiency across processes. The ideal candidate has strong exposure to outsourcing environments and a proven track record in stakeholder management and performance optimization.

Key Responsibilities

Operational Leadership

  • Lead and oversee daily operations to ensure delivery of SLAs and KPIs
  • Drive productivity, efficiency, and continuous improvement initiatives
  • Manage P&L, cost optimization, and resource allocation
  • Ensure compliance with internal policies, client requirements, and regulatory standards

People Management

  • Lead, coach, and develop team leaders and frontline employees
  • Build a high-performance culture through engagement, coaching, and succession planning
  • Manage attrition, attendance, and overall team performance metrics
  • Conduct performance reviews and implement development plans

Client & Stakeholder Management

  • Act as the primary point of contact for clients and internal stakeholders
  • Build strong client relationships and ensure high satisfaction (CSAT/NPS)
  • Provide regular business reviews, reports, and insights
  • Identify opportunities for account growth and expansion

Process Improvement & Strategy

  • Drive Lean/Six Sigma initiatives and automation projects
  • Analyze data to identify gaps and recommend solutions
  • Lead transformation projects and process re-engineering efforts
  • Support digital initiatives and innovation within operations

Performance & Reporting

  • Monitor and report on KPIs such as AHT, CSAT, FCR, Quality, and Productivity
  • Ensure accurate and timely reporting to leadership and clients
  • Use analytics to drive decision-making and performance improvements

Qualifications

  • Bachelor's degree required (Business, Management, or related field preferred)
  • 5–12+ years of experience in BPO, shared services, or outsourcing industry
  • At least 3–5 years in a leadership role (Team Lead / Manager / Senior Manager)
  • Strong knowledge of operations management, service delivery, and client engagement
  • Experience handling international accounts (US, UK, AU) is an advantage
  • Exposure to Lean Six Sigma or process improvement methodologies is preferred

Skills & Competencies

  • Strong leadership and people management skills
  • Excellent communication and stakeholder management abilities
  • Data-driven decision-making and analytical thinking
  • Strategic mindset with execution capability
  • High adaptability in fast-paced environments
  • Strong problem-solving and conflict resolution skills

Benefits

  • HMO coverage (with dependents upon regularization)
  • Life and accident insurance
  • Competitive salary with performance incentives
  • Paid leaves and holiday pay
  • Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
  • Career growth and leadership development programs

Why Join Us

  • Exposure to global clients and diverse industries
  • Opportunities to lead large-scale operations and transformation projects
  • Strong focus on continuous improvement and innovation
  • Clear career progression and leadership development pathways
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    Written against Q2 HR Solutions - Group of Companies's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

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    The review screen in CV Rocket: how each CV was read, round by round.

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    An application in CV Rocket: every answer filled in on the employer's form.

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