The posting
Position Summary
The Operations Manager is accountable for the day-to-day delivery, performance, and people leadership of an assigned operations portfolio at SummitNext Philippines, starting with a health supplements account. This role owns client service-level commitments, drives operational efficiency and quality, and builds a strong leadership bench. The Operations Manager manages a multi-tiered team structure and may be rotated across lines of business based on organizational needs, so the role calls for strong, transferable management capability rather than deep expertise in a single account.
Key Responsibilities
Operations and Performance Management
- Own end-to-end delivery of assigned programs and consistently meet or exceed contractual KPIs and SLAs (e.g., quality, productivity, CSAT/NPS, AHT, attendance, utilization, and cost targets).
- Monitor real-time and historical performance; identify trends and root causes, and implement corrective and preventive action plans.
- Partner with Workforce Management to ensure accurate forecasting, scheduling, staffing, and capacity planning.
- Manage operating budgets, headcount plans, and cost-to-serve in line with financial targets.
People Leadership and Talent Development
- Lead, coach, and develop Team Leaders and Trainers; set clear goals, conduct performance reviews, and hold leaders accountable for results.
- Build succession plans and a leadership pipeline; support promotions, lateral moves, and cross-account talent mobility.
- Drive employee engagement and retention; manage attrition, absenteeism, and employee relations matters in coordination with HR.
- Uphold company policies, labor standards, and a culture of accountability, integrity, and respect.
Client and Stakeholder Management
- Serve as the primary operational point of contact for client stakeholders; lead regular business reviews, performance reporting, and escalation management.
- Translate client requirements into clear operational plans and ensure timely, transparent communication of risks and issues.
- Collaborate with internal partners (HR, Training, Quality, WFM, IT, Finance, Recruitment, Facilities) to deliver seamless service.
Process Improvement and Quality
- Identify and lead continuous improvement initiatives (Lean, Six Sigma, or equivalent) to improve efficiency, quality, and customer experience.
- Ensure adherence to quality standards, audit requirements, and internal controls.
- Drive adoption of new tools, automation, and AI-enabled solutions where they add value.
Compliance, Risk and Business Continuity
- Ensure compliance with client contractual requirements, data privacy and information security standards (including the Philippine Data Privacy Act), and applicable regulatory requirements for the programs managed.
- Maintain and test business continuity and contingency plans.
- Escalate and manage incidents, complaints, and risk events promptly and appropriately.
Qualifications
Education
- Bachelor's degree in business administration, Management, Industrial Engineering, or a related field. A master's degree is an advantage.
Experience
- Minimum of 7–10 years of experience in BPO, customer experience, or shared services operations, including at least 3–5 years in a managerial role leading team leader.
- Proven track record managing large teams (span of 100+ headcount) and delivering against client SLAs and financial targets.
- Demonstrated experience handling client-facing responsibilities, including business reviews and escalations.
- Experience managing multiple lines of business or transitioning across accounts is a plus.
Knowledge, Skills and Competencies
- Strong leadership, coaching, and people management skills, with the ability to lead through team leaders.
- Strong analytical and problem-solving skills; proficient with operational metrics, dashboards, and reporting.
- Sound financial acumen, including P&L, budgeting, and cost management.
- Excellent written and verbal communication, negotiation, and stakeholder management skills.
- Change-management and adaptability, with the ability to operate effectively across different client programs and industries.
- Working knowledge of CRM, workforce management, and reporting tools; proficiency in Microsoft Excel and PowerPoint.
- Certifications in Lean, Six Sigma, PMP, or similar are an advantage.
Key Performance Indicators
- Client SLA and KPI attainment
- Quality and customer satisfaction scores
- Revenue, margin, and cost-to-serve targets
- Attrition, absenteeism, and engagement metrics
- Leadership bench strength and internal promotion rate
- Audit, compliance, and security results
Working Conditions
- Ability to work flexible schedules, including night shifts, weekends, and holidays, depending on client coverage.
- Willingness to be assigned or reassigned across accounts or business lines as required.
- This is a strictly on-site role at our San Simon, Pampanga site; remote and hybrid arrangements are not available.
About SummitNext
SummitNext Philippines is a business process and customer experience partner that helps clients deliver reliable, high-quality service at scale. We invest in our people, promote from within, and offer clear career paths for leaders who deliver results.
SummitNext is an equal opportunity employer. We do not discriminate on the basis of race, religion, gender, age, disability, sexual orientation, or any other protected characteristic.
