Senior Operations Manager

Main Objective:

The Senior Operations Manager is responsible for the overall success of the Alabang site. This role ensures operations efficiently deliver high-quality service, exceptional customer experiences, and an empowering and purpose driven work culture. To succeed in this role, it is critical to have the right people in the right role and to provide them with the right support, the right tools and guidance . In short, you love helping people grow and deliver value while having a strategic and analytical approach to getting the job done.

The role requires strategic thinking, proactive performance management, and a process optimization mindset.

You will work directly with the Head of Operations to drive profitability and operational efficiency through well-established industry best practices (i.e. LEAN and AGILE)

Key Responsibilities:

Operational Performance & Efficiency

• Ensure Operations has measurable goals that drive towards increased efficiency, customer satisfaction and a purpose driven work culture. 
• Coach and mentor leaders to enable them to meet or exceed these goals 
• Identify and implement workflow improvements and process optimizations to increase efficiency, accuracy, and scalability. 
• Monitor daily production metrics and proactively address operational challenges to maintain consistent performance and client experiences. 
• Review client contracts and make sure that teams have the right staffing and tools to meet indicated service levels 
• Ensure all team members, down to the Specialist level, have the right skills and mindset to get the job done
• Conduct data-driven decision-making to improve productivity, reduce costs, and drive continuous improvement.

Leadership & Team Management

• Directly manage and develop managers within your site to ensure effective, proactive and respectful oversight of their teams. 
• Coach, mentor, and upskill operations staff, developing future leaders and fostering a high-performance culture. 
• Hold people accountable through systemic reviews and evaluation programs.
• Foster and develop a growth mindset with proactive team members always looking for ways in which we can improve the service, the workflow or the deliverables. 
• Implement succession planning strategies to ensure operational continuity and talent growth.
• Establish trust and credibility across all levels of the organization, fostering collaborative relationships and a positive work environment. 

Client & Stakeholder Management

• Act as an escalation point for client concerns, ensuring high levels of customer satisfaction and service delivery. 
• Collaborate with clients, when necessary, to discuss operational performance, areas for improvement, and process innovations. 
• Work closely with the Customer Success Team to ensure smooth client interactions and alignment on business goals. 
• Represent the site in client reviews, business presentations, and performance meetings.

Collaboration with Support Teams

• Work closely with Technology Support Group (TSG), IT, InfoSec, and Facilities to ensure employees have the tools, security, and environment needed for optimal performance. 
• Partner with Workforce Management (WFM) to ensure proper staffing levels based on projected workloads. 
• Ensure compliance with company security policies, operational procedures, and client requirements.

Key Performance Indicators (KPIs):

• Operational KPIs: Maintain and exceed service levels, quality benchmarks, and efficiency targets.
• Leadership & Team Development: Success in coaching, upskilling, and succession planning.
• Client Satisfaction: Positive client feedback and successful service delivery alignment.
• Cost & Resource Management: Effective budget control and operational cost reduction strategies.
• Process Improvement: Measurable improvements in workflow efficiency and performance optimization. 
• Labor Output: Measures the amount of work or products completed by employees within a specific time period

Required Qualifications & Skills

Experience & Expertise

• Proven ability to translate business strategy into operational execution (e.g., business improvements, cost savings, revenue generation). 
• Extensive knowledge of operations management best practices and the ability to adapt them to evolving business needs. 
• Experience in leading large teams in high-volume, process-driven environments.
• Good project management and data analytics skills to drive decision-making.
• Ability to track and analyze operational reports and KPIs 

Leadership & Communication 

• Strong leadership, team management, and mentoring skills 
• Excellent English communication skills, with confidence in engaging with the U.S.-based clients and stakeholders. 
• Ability to influence and collaborate with internal and external partners at all levels. 
• Strong conflict resolution abilities in fast-paced environments. 

Technical Proficiency 

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and/or other relevant business tools.

Find out more about Civicom Pacific at www.civi.com and our Feathers Project at www.feathersproject.org.