The Senior Operations Manager (BPO) is responsible for driving operational excellence in a dynamic, fast-paced environment. This role oversees daily operations, optimizes workflows, and ensures adherence to service level agreements while implementing strategic process improvements. The manager leads cross-functional teams, manages resources efficiently, and collaborates with stakeholders to align operational strategies with business objectives. Strong leadership, analytical skills, and effective communication are essential to foster a culture of continuous improvement, maintain high-quality service delivery, and achieve overall operational success.
Work setup:
Onsite - Cebu
Salary:
220,000 - 230,000
Qualifications:
College Graduate in any discipline.
Comfortable working in a 24/7 shift environment.
14+ years of experience in the BPO industry.
Proven experience in managing call center operations, with a preference for candidates with banking customer service experience.
Demonstrated experience in managing contact centers with a workforce of 250+ FTE.
Strong ability to build and motivate teams.
Solid understanding of regulatory guidelines and laws applicable in the banking industry.
Proven capability to manage client escalations and maintain strong client relationships.
General working knowledge of accounting, financial spreading, and credit risk analysis.
Excellent oral and written communication, listening, and interpersonal skills.
Strong people management and problem-solving skills.
10-12 years of customer experience in non-financial services, fintech CX, or international banking CX.
Minimum of 9 years of experience in banking contact center operations.
