Operations Manager

About the role

Ang Operations Manager ang senior accountable owner ng isa o higit pang client programs ng Corpshore Philippines. Mananagot kayo sa buong delivery ng inyong assigned engagement o engagements kasama ang client relationship, SLA attainment, financial performance, people leadership at growth strategy. Ito ay isang client-facing role na pinagsasama ang strategic account management at hands-on operational discipline. Kayo ang magiging primary point of contact para sa client operational leadership, mamamahala ng weekly performance reviews at monthly business reviews, mananagot sa kontribusyon ng pod sa client CSAT at retention, at kakatawan sa inyong programa sa mga internal leadership forums ng Corpshore Philippines. Ang mga high-performing Operations Manager ay umuunlad tungo sa Senior Operations Manager, Country Director at Regional Head positions sa buong global network ng Corpshore Solutions Corporation. Ang role na ito ay Corpshore-managed at non-billable, nasa loob ng aming senior leadership overhead. Inaalok ito bilang fixed-term contract engagement, renewable base sa program performance at continuity, may conversion pathway para sa sustained high performers.

Responsibilities

• Mananagot sa end-to-end delivery ng assigned client program o programs kasama ang SLA attainment, CSAT, financial performance, retention at growth
• Magsisilbing primary point of contact para sa client operational leadership kasama ang weekly one-on-ones sa client CX o Operations counterparts
• Mamamahala ng weekly performance reviews kasama ang client, sumasaklaw sa lahat ng contractual KPIs, incidents, escalations at forward-looking plan
• Magsusulat at magpapresent ng Monthly Business Review (MBR) na sumasaklaw sa full-month performance, executive summary, achievements, risks at action items
• Magsusulat at magpapresent ng Quarterly Business Review (QBR) na sumasaklaw sa trend analysis, benchmarking, strategic recommendations at growth roadmap
• Mananagot sa kontribusyon ng programa sa client Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) at iba pang client-facing quality metrics
• Direktang people leadership ng mga Team Leaders at Support Services Analysts kasama ang performance management, career development at succession planning
• Indirect leadership sa buong CSA population sa loob ng programa (karaniwang 40 hanggang 80 CSA depende sa scale ng programa)
• Mananagot sa talent acquisition ng programa, malapit na makikipagtulungan sa HR sa hiring plan, candidate profile, interview panels at offer approvals
• Mananagot sa attrition performance ng programa kasama ang root cause analysis ng departures at proactive retention interventions
• Mananagot sa P&L ng programa kasama ang cost management, margin performance at financial forecasting kasabay ng Finance
• Magsusulat ng program capacity plans kasabay ng WFM function ng Support Services Analyst team
• Magsusulat ng program surge plans para sa peak season, marketing campaign at event-driven volume increases
• Mananagot sa program-level compliance kasama ang ISO 27001, SOC 2 Type II, HIPAA, PCI DSS at Data Privacy Act ayon sa applicable sa client
• Mananagot sa client contract compliance kasama ang scope adherence, contractual SLA obligations, MSA terms at change order processes
• Mananagot sa client scope change management kasama ang impact assessment, commercial implications at change order documentation
• Kakatawanin ang Corpshore Philippines externally kasama ang client site visits, client executive dinners, industry events at reference calls
• Mananagot sa growth strategy ng programa kasama ang scope expansion opportunities, new language additions at adjacent workstream capture
• Iko-coordinate kasama ang Corpshore Solutions Corporation Global Operations ang cross-hub coordination kapag ang programa ay sumasaklaw sa maraming delivery geographies
• Mag-aambag sa internal leadership ng Corpshore Philippines kasama ang strategy sessions, hiring panels, culture initiatives at country-level planning
• Gagabayan at paunlarin ang mga Team Leaders bilang bahagi ng leadership pipeline ng Corpshore Philippines
• Mananagot sa program-level incident management kasama ang escalation sa executive leadership ng Corpshore Solutions Corporation kung kinakailangan
• Magsusulat at papanatilihin ang Standard Operating Procedures (SOPs) ng programa kasabay ng QA at client stakeholders
• Mananagot sa Business Continuity Plan (BCP) at Disaster Recovery (DR) protocols ng programa kasabay ng IT at Facilities
• Panatilihin ang cultural standards ng Corpshore Philippines at katawanin ang kumpanya externally nang may propesyonalismo at integridad

Qualifications

• Hindi bababa sa 5 taong Operations Management experience sa isang BPO o contact centre environment na may client-facing accountability
• Hindi bababa sa 2 taong direktang experience sa pagpapatakbo ng mga programa na 40 o higit pang CSA na may maraming Team Leader reporting lines
• Bilingual fluency sa English at Tagalog para sa internal team communication at cross-cultural client relationship management
• Bachelor's degree sa Business Administration, Operations Management, Industrial Engineering, Communication, Psychology o kaugnay na larangan
• Documented track record ng pagtupad o paglampas sa contractual SLAs, CSAT targets at financial performance metrics sa buong program lifecycles
• Experience sa pagpapatakbo ng weekly, monthly at quarterly business reviews kasama ang client executive stakeholders
• Experience sa pamamahala ng client escalations kasama ang root cause analysis, corrective action planning at executive communication
• Experience sa pananagot sa P&L ng programa kasama ang margin management, cost forecasting at financial reporting
• Malakas na people leadership na may documented career development ng direct reports tungo sa Team Leader, Manager at Director positions
• Experience sa attrition management kasama ang RCA ng departures, retention programs at proactive intervention strategies
• Komportable sa contact centre technology stack (dialers, CRM, WFM, quality monitoring, BI platforms)
• Kakayahang magtrabaho sa rotating hours kung kinakailangan para i-accommodate ang client timezone reviews at 24/7 operational escalations
• Handang magtrabaho nang buong onsite sa assigned Corpshore Philippines delivery centre na may flexibility para sa client visits at internal travel
• Legal right to work sa Pilipinas at valid government-issued identification para sa pre-employment requirements

Nice to have

• Prior experience bilang Senior Operations Manager, Assistant Country Director o katumbas na multi-program leadership role
• MBA o advanced degree sa Business Administration, Operations Management o kaugnay na larangan
• COPC Registered Coordinator, COPC-certified Implementation Leader o COPC HPMT certification
• Six Sigma Green Belt o Black Belt certification na may documented process improvement portfolio
• Project Management Professional (PMP) o PRINCE2 certification
• Prior experience sa iba't ibang client verticals kasama ang e-commerce, SaaS, healthcare, fintech, insurance, real estate, hospitality o EdTech
• Prior experience sa pagsuporta sa global clients (US, UK, Australia, Japan) na may pag-unawa sa cross-cultural nuances at regional operational norms
• Prior experience sa client transitions kasama ang new program go-live, vendor migration at program shutdown scenarios
• Prior experience sa scope expansion, new language addition at cross-sell ng adjacent workstreams mula sa isang existing client relationship
• Prior experience sa multi-hub program delivery na nagko-coordinate sa maraming geographies
• Prior experience sa sales-supporting Operations roles kasama ang proposal reviews, client site tours at reference call participation
• Key Skills and Competencies
• Strategic thinking na may kakayahang makita ang programa sa buong commercial at operational context nito
• Client relationship management kasama ang trust-building, expectation-setting at pag-navigate ng mahihirap na usapan
• Executive presence para katawanin ang Corpshore Philippines sa client leadership forums at executive escalations
• P&L ownership kasama ang revenue, cost at margin management
• People leadership sa malaking scale kasama ang hiring, developing, pag-hold accountable at mahihirap na people decisions
• Coaching methodology para paunlarin ang mga Team Leaders at analysts tungo sa hinaharap na Manager positions
• Presentation at facilitation skill para sa client business reviews, executive briefings at internal leadership forums
• Written communication para sa MBR at QBR decks, contract addendums, incident reports at executive summaries
• Analytical reasoning para sa performance analysis, RCA, financial modelling at strategic decision-making
• Change management para sa pag-cascade ng program changes, scope expansions at workflow updates
• Negotiation para sa client contract discussions, scope change conversations at internal resource conversations
• Cross-functional coordination sa HR, Finance, IT, Facilities, Compliance at Corpshore Global Operations
• Cultural fluency sa Filipino, American, British at Australian workplace at business norms
• Resilience at equanimity sa ilalim ng pressure kasama ang client escalations, missed SLAs at komplikadong people situations
• Performance Expectations
• Susukatin kayo batay sa mga sumusunod na performance metric:
• Performance Metric :: Target
• Program SLA Attainment :: ≥ 98% sa lahat ng contractual metrics
• Program CSAT :: ≥ 90% average
• Program Retention (client renewal) :: 100%
• Program Attrition (annualised) :: ≤ 22%
• Program Gross Margin Performance :: Sa o higit 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 na naka-benchmark sa Philippine BPO Operations Manager market, sinusuri sa bawat renewal
• Performance incentive na naka-link sa program SLA attainment, retention, financial performance at growth
• Statutory contributions at 13th month pay, ibinibigay alinsunod sa batas Pilipino para sa uri ng engagement na ito
• Company-provided workstation at IT setup, may flexibility para sa client visits at internal travel
• Sponsored certification pathway (COPC Implementation Leader, Six Sigma Black Belt, PMP o katumbas) para sa mga malakas ang performance
• Access sa global leadership network ng Corpshore Solutions Corporation sa buong multi-hub footprint
• Meal at transportation support sa management tier sa mga qualifying shift
• Referral incentives para sa matagumpay na senior hire recommendations
• Fixed-term engagement, renewable base sa program performance at continuity
• Conversion pathway patungo sa regular na leadership role sa Corpshore Philippines, at progression tungo sa Senior Operations Manager, Country Director at Regional Head, para sa sustained high performers
• Ang role na ito ay inaalok bilang fixed-term contract, hindi permanent employment. Ang eksaktong mga tuntunin ay ikukumpirma sa inyong individual na 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.