BPO Operations Senior Manager (Ilocos Site)

About the Role

We are seeking a BPO Operations Senior Manager to lead large‑scale service delivery operations across one or more clients or portfolios. This is a senior leadership role responsible for end‑to‑end operational performance, client relationship management, financial outcomes, and people leadership within a complex BPO environment.

The role requires a strategic and execution‑focused leader who can drive delivery excellence, optimize cost‑to‑serve, and ensure consistent achievement of SLAs and commercial targets while managing large, multi‑layered teams.

Location: San Nicolas Valdez Center, Building A – Ilocos

• Lead and mobilize appropriate delivery resources to support operational requirements across accounts and portfolios.
• Support sales and solutioning activities, ensuring feasibility and successful delivery by leveraging full organizational capabilities.
• Strengthen and manage client and customer relationships in close partnership with Client Account and Account Management leadership.
• Plan, deliver, and execute complex projects and programs, ensuring alignment with contractual and business objectives.
• Own service delivery strategy across multiple locations (client site and/or delivery centers).
• Drive resolution of performance and delivery issues, implementing structured continuous improvement initiatives.
• Establish and manage SLA commitments, operational KPIs, and financial metrics across accounts.
• Ensure achievement of Contract Controllable Income (CCI) and cost‑to‑serve targets through process standardization and efficiency initiatives.
• Lead workforce and people management, including recruiting, staffing, pyramid management, utilization, capacity planning, engagement, and cost optimization.
• Act as a senior leader and role model with clear, precise, and effective communication across all levels.

• Minimum 12 years of experience in BPO Operations, managing large‑scale, multi‑team service delivery environments.
• At least 10 years of leadership experience, managing managers and/or senior leaders.
• Proven track record in operations leadership, delivery governance, and financial management within a BPO or shared services setting.
• Strong communication, influencing, and negotiation skills, with the ability to engage senior clients and internal stakeholders.
• Proactive, analytical, and inquisitive leadership style with strong problem‑solving capability.
• US Wireless and Telecom domain experience is a strong advantage.
• Open to graduate and undergraduate candidates with substantial and relevant BPO operations experience.
• Amenable to work in San Nicolas, Ilocos Norte

• Opportunity to lead large delivery organizations and complex client portfolios.
• Exposure to enterprise‑scale operations and transformation initiatives.

How to Apply

Please provide all required information within 24 hours to ensure smooth processing.

• Terms and conditions apply.