Operations Manager

About the role

Ang Operations Manager mao ang senior accountable owner sa usa o labaw pa nga client programs sa Corpshore Philippines. Manubag kamo sa tibuok delivery sa inyong assigned engagement o engagements lakip ang client relationship, SLA attainment, financial performance, people leadership ug growth strategy. Kini usa ka client-facing role nga naghiusa sa strategic account management ug hands-on operational discipline. Kamo ang mahimong primary point of contact alang sa client operational leadership, magdumala og weekly performance reviews ug monthly business reviews, manubag sa kontribusyon sa pod sa client CSAT ug retention, ug magrepresentar sa inyong programa sa mga internal leadership forums sa Corpshore Philippines. Ang mga high-performing Operations Manager mouswag ngadto sa Senior Operations Manager, Country Director ug Regional Head positions sa tibuok global network sa Corpshore Solutions Corporation. Kini nga role Corpshore-managed ug non-billable, naa sulod sa among senior leadership overhead. Gitanyag kini isip fixed-term contract engagement, renewable base sa program performance ug continuity, adunay conversion pathway alang sa sustained high performers.

Responsibilities

• Manubag sa end-to-end delivery sa assigned client program o programs lakip ang SLA attainment, CSAT, financial performance, retention ug growth
• Mahimong primary point of contact alang sa client operational leadership lakip ang weekly one-on-ones sa client CX o Operations counterparts
• Dumalahan ang weekly performance reviews kauban ang client, naglangkob sa tanang contractual KPIs, incidents, escalations ug forward-looking plan
• Magsulat ug magpresentar sa Monthly Business Review (MBR) nga naglangkob sa full-month performance, executive summary, achievements, risks ug action items
• Magsulat ug magpresentar sa Quarterly Business Review (QBR) nga naglangkob sa trend analysis, benchmarking, strategic recommendations ug growth roadmap
• Manubag sa kontribusyon sa programa sa client Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) ug uban pang client-facing quality metrics
• Direkta nga people leadership sa mga Team Leaders ug Support Services Analysts lakip ang performance management, career development ug succession planning
• Indirect leadership sa tibuok CSA population sulod sa programa (kasagaran 40 hangtod 80 ka CSA depende sa scale sa programa)
• Manubag sa talent acquisition sa programa, suod nga makig-uban sa HR sa hiring plan, candidate profile, interview panels ug offer approvals
• Manubag sa attrition performance sa programa lakip ang root cause analysis sa departures ug proactive retention interventions
• Manubag sa P&L sa programa lakip ang cost management, margin performance ug financial forecasting uban sa Finance
• Magsulat og program capacity plans uban sa WFM function sa Support Services Analyst team
• Magsulat og program surge plans alang sa peak season, marketing campaign ug event-driven volume increases
• Manubag sa program-level compliance lakip ang ISO 27001, SOC 2 Type II, HIPAA, PCI DSS ug Data Privacy Act sumala sa applicable sa client
• Manubag sa client contract compliance lakip ang scope adherence, contractual SLA obligations, MSA terms ug change order processes
• Manubag sa client scope change management lakip ang impact assessment, commercial implications ug change order documentation
• Representahan ang Corpshore Philippines externally lakip ang client site visits, client executive dinners, industry events ug reference calls
• Manubag sa growth strategy sa programa lakip ang scope expansion opportunities, new language additions ug adjacent workstream capture
• I-coordinate uban sa Corpshore Solutions Corporation Global Operations ang cross-hub coordination kung ang programa naglangkob sa daghang delivery geographies
• Mag-amot sa internal leadership sa Corpshore Philippines lakip ang strategy sessions, hiring panels, culture initiatives ug country-level planning
• Giyahan ug paluyohan ang mga Team Leaders isip bahin sa leadership pipeline sa Corpshore Philippines
• Manubag sa program-level incident management lakip ang escalation sa executive leadership sa Corpshore Solutions Corporation kung gikinahanglan
• Magsulat ug magpadayon sa Standard Operating Procedures (SOPs) sa programa uban sa QA ug client stakeholders
• Manubag sa Business Continuity Plan (BCP) ug Disaster Recovery (DR) protocols sa programa uban sa IT ug Facilities
• Ipadayon ang cultural standards sa Corpshore Philippines ug representahan ang kompaniya externally nga may propesyonalismo ug integridad

Qualifications

• Dili moubos sa 5 ka tuig nga Operations Management experience sa usa ka BPO o contact centre environment nga adunay client-facing accountability
• Dili moubos sa 2 ka tuig nga direkta nga experience sa pagpadagan sa mga programa nga 40 o labaw pa nga CSA nga adunay daghang Team Leader reporting lines
• Bilingual fluency sa English ug Tagalog para sa internal team communication ug cross-cultural client relationship management
• Bachelor's degree sa Business Administration, Operations Management, Industrial Engineering, Communication, Psychology o may kalabutan nga natad
• Documented track record sa pagtuman o paglabaw sa contractual SLAs, CSAT targets ug financial performance metrics sa tibuok program lifecycles
• Experience sa pagdumala og weekly, monthly ug quarterly business reviews uban sa client executive stakeholders
• Experience sa pagdumala og client escalations lakip ang root cause analysis, corrective action planning ug executive communication
• Experience sa pagdumala sa P&L sa programa lakip ang margin management, cost forecasting ug financial reporting
• Kusog nga people leadership nga adunay documented career development sa direct reports ngadto sa Team Leader, Manager ug Director positions
• Experience sa attrition management lakip ang RCA sa departures, retention programs ug proactive intervention strategies
• Komportable sa contact centre technology stack (dialers, CRM, WFM, quality monitoring, BI platforms)
• Katakos mag-trabaho sa rotating hours kung gikinahanglan aron ma-accommodate ang client timezone reviews ug 24/7 operational escalations
• Andam mag-trabaho hingpit onsite sa assigned Corpshore Philippines delivery centre nga adunay flexibility alang sa client visits ug internal travel
• Legal right to work sa Pilipinas ug valid government-issued identification para sa pre-employment requirements

Nice to have

• Prior experience isip Senior Operations Manager, Assistant Country Director o katumbas nga multi-program leadership role
• MBA o advanced degree sa Business Administration, Operations Management o may kalabutan nga natad
• COPC Registered Coordinator, COPC-certified Implementation Leader o COPC HPMT certification
• Six Sigma Green Belt o Black Belt certification nga adunay documented process improvement portfolio
• Project Management Professional (PMP) o PRINCE2 certification
• Prior experience sa lain-laing client verticals lakip ang e-commerce, SaaS, healthcare, fintech, insurance, real estate, hospitality o EdTech
• Prior experience sa pagsuporta sa global clients (US, UK, Australia, Japan) nga adunay pagsabot sa cross-cultural nuances ug regional operational norms
• Prior experience sa client transitions lakip ang new program go-live, vendor migration ug program shutdown scenarios
• Prior experience sa scope expansion, new language addition ug cross-sell sa adjacent workstreams gikan sa usa ka existing client relationship
• Prior experience sa multi-hub program delivery nga nag-coordinate sa daghang geographies
• Prior experience sa sales-supporting Operations roles lakip ang proposal reviews, client site tours ug reference call participation
• Key Skills and Competencies
• Strategic thinking nga adunay katakos makita ang programa sa tibuok commercial ug operational context niini
• Client relationship management lakip ang trust-building, expectation-setting ug pag-navigate sa lisod nga mga panagsulti
• Executive presence aron representahan ang Corpshore Philippines sa client leadership forums ug executive escalations
• P&L ownership lakip ang revenue, cost ug margin management
• People leadership sa dako nga scale lakip ang hiring, developing, pag-hold accountable ug lisod nga people decisions
• Coaching methodology aron paluyohan ang mga Team Leaders ug analysts ngadto sa umaabot nga Manager positions
• Presentation ug facilitation skill alang sa client business reviews, executive briefings ug internal leadership forums
• Written communication alang sa MBR ug QBR decks, contract addendums, incident reports ug executive summaries
• Analytical reasoning alang sa performance analysis, RCA, financial modelling ug strategic decision-making
• Change management alang sa pag-cascade sa program changes, scope expansions ug workflow updates
• Negotiation alang sa client contract discussions, scope change conversations ug internal resource conversations
• Cross-functional coordination sa HR, Finance, IT, Facilities, Compliance ug Corpshore Global Operations
• Cultural fluency sa Filipino, American, British ug Australian workplace ug business norms
• Resilience ug equanimity ubos sa pressure lakip ang client escalations, missed SLAs ug komplikado nga people situations
• Performance Expectations
• Sukdon kamo base sa mosunod nga performance metric:
• Performance Metric :: Target
• Program SLA Attainment :: ≥ 98% sa tanang contractual metrics
• Program CSAT :: ≥ 90% average
• Program Retention (client renewal) :: 100%
• Program Attrition (annualised) :: ≤ 22%
• Program Gross Margin Performance :: Sa o labaw pa sa budget
• Client Executive Satisfaction :: ≥ 4.5 / 5 sa quarterly survey
• Team Leader Development Outcomes :: ≥ 20% internal promotion rate
• Scope Growth (year-over-year) :: Program-specific expansion target

What we offer

• Senior leadership contract rate nga naka-benchmark sa Philippine BPO Operations Manager market, girepaso sa matag renewal
• Performance incentive nga naka-link sa program SLA attainment, retention, financial performance ug growth
• Statutory contributions ug 13th month pay, gihatag subay sa balaod Pilipino alang niini nga matang sa engagement
• Company-provided workstation ug IT setup, adunay flexibility alang sa client visits ug internal travel
• Sponsored certification pathway (COPC Implementation Leader, Six Sigma Black Belt, PMP o katumbas) alang sa mga kusog ang performance
• Access sa global leadership network sa Corpshore Solutions Corporation sa tibuok multi-hub footprint
• Meal ug transportation support sa management tier sa mga qualifying shift
• Referral incentives alang sa malampuson nga senior hire recommendations
• Fixed-term engagement, renewable base sa program performance ug continuity
• Conversion pathway padulong sa regular nga leadership role sa Corpshore Philippines, ug progression ngadto sa Senior Operations Manager, Country Director ug Regional Head, alang sa sustained high performers
• Kini nga role gitanyag isip fixed-term contract, dili permanent employment. Ang eksaktong mga termino ikumpirma sa inyong individual nga kontrata.

How the process works

Apply below. Our talent acquisition team reviews applications and typically responds within five business days. Shortlisted candidates move to an initial screen, a role assessment, and a final interview, followed by pre-employment screening.