Operations Manager – BPO | Financial Services Client - Taguig - ref. n0921619

Make your next big career move by applying as KMC Solutions' next OPERATIONS MANAGER!

The successful candidate will be responsible for ensuring operational excellence, team performance, and client satisfaction through data-driven decision-making and effective leadership.

On top of your salary, here are the exciting benefits you can look forward to:

• Competitive salary and performance-based incentives.
• Opportunity to work with a growing client in the financial services sector.
• Professional development and career advancement opportunities

The main responsibilities of a OPERATIONS MANAGER include:

• Operational Oversight: Manage the end-to-end delivery of outsourced tax rebate services, ensuring SLAs, KPIs, and quality standards are consistently met.
• Team Leadership: Lead, mentor, and develop a team of supervisors and agents to drive performance, engagement, and continuous improvement.
• Client Relationship Management: Serve as the primary operational point of contact for the client, ensuring alignment on goals, expectations, and service delivery.
• Process Optimization: Identify and implement process improvements to enhance efficiency, accuracy, and customer satisfaction.
• Compliance & Risk Management: Ensure adherence to all regulatory, data protection, and compliance requirements relevant to tax rebate processing.
• Reporting & Analytics: Monitor performance metrics, generate operational reports, and provide actionable insights to internal and client stakeholders.
• Training & Development: Collaborate with training teams to ensure staff are well-equipped with the knowledge and tools to perform their roles effectively.
• Issue Resolution: Proactively manage escalations and resolve operational issues in a timely and professional manner.

To apply, you must be an expert on the following requirements:

• Proven experience (5+ years) in operations management, preferably within an outsourcing or BPO environment.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Analytical mindset with a focus on data-driven decision-making.
• Familiarity with Microsoft Dynamics CRM system, workflow tools, and reporting platforms.
• Knowledge of Irish tax systems or similar jurisdictions is a plus.

Cyber Sigma, Mckinley, Taguig, Metro Manila