Head of PH Operations - #33927

This is a fantastic opportunity for an experienced Head of Operations to be part of a growing BPO, where professionalism, energy, and teamwork drive success.

Company Profile:

Our client is one of the rapidly expanding BPO centers in Pampanga, recognized for their dedication to providing top-notch service with a focus on professionalism, energy, and enthusiasm. They consistently strive to exceed customer expectations and maintain high standards in every aspect of their work.

The company’s work environment is built on a foundation of dedication, stability, and teamwork. They cultivate a culture where employees are encouraged to collaborate, support one another, and contribute to the overall success of the team.

Overall purpose and responsibilities of the role:

The Head of PH Operations will be responsible for overseeing the overall operations, strategic direction, and profitability of the company’s Philippine operations. The role requires strong leadership, operational excellence, and a deep understanding of the BPO industry.

The ideal candidate will drive business growth, ensure operational efficiency, and foster a positive work culture.

Duties and Responsibilities:

Strategic Planning & Execution:

• Develop and implement strategic plans to drive operational growth and efficiency.
• Align the Philippine operations with global company goals and objectives.
• Identify market trends and business opportunities to expand service offerings.

Operational Management:

• Collaborate on day-to-day operations with US counterparts ensuring adherence to company policies, industry regulations, and client expectations.
• Collaborate on Implementation of process improvements to enhance service delivery, efficiency, and client satisfaction.
• Monitor and analyze operational performance metrics to drive continuous improvement.

Client Relationship Management:

• Collaborate on the maintenance and enhancement of relationships with key clients to ensure satisfaction and business retention.
• Serve as the primary point of contact for escalations, ensuring timely and effective resolution of client issues.

Financial Management:

• Manage the operational budget, ensuring cost-effective operations while maintaining high-quality service.
• Drive profitability by managing expenses and optimizing resource allocation.
• Present financial reports to the executive leadership team.

Leadership & Team Development:

• Lead and mentor a team of department heads and managers, fostering a high- performance culture.
• Oversee recruitment, training, and development programs to ensure the team is skilled and motivated.
• Implement initiatives to improve employee engagement, retention, and satisfaction.

Compliance & Risk Management:

• Ensure compliance with all local laws, regulations, and company policies.
• Identify and mitigate operational risks, ensuring business continuity.
• Maintain a safe and secure working environment for all employees.
• Develop and maintain proper checks and balances within and throughout the various working departments to ensure adequate transparency and proper accounting of financial and operational objectives maintain visibility.

Business Development:

• Identify and pursue new business opportunities to expand the company’s market presence.
• Collaborate with the sales and marketing teams to develop strategies for client acquisition and retention.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or related field (MBA preferred).
• Minimum of 3 to 8 years of experience in the BPO industry, with at least 2 years in a senior management role.
• Proven track record of successfully managing large-scale operations and driving business growth.
• Strong financial acumen with experience in budgeting, forecasting, and financial analysis.
• Excellent leadership, communication, and interpersonal skills.
• Ability to develop and maintain strong client relationships.
• Knowledge of local labor laws and industry regulations in the Philippines.
• Ability to work in a fast-paced and dynamic environment.

Key Competencies:

• Strategic thinking and problem-solving.
• Operational excellence and attention to detail.
• Strong decision-making abilities.
• Excellent client management skills.
• Ability to lead, inspire, and develop a diverse team; Ability to identify and support the unique requirements of various teams for overall organizational success.
• Works alongside team members to address challenges, fostering a culture of teamwork and shared ownership of results.

Job type: Permanent

Emp type: Full time / Direct hire

Schedule: Monday to Friday; Standard Schedule: 3:00am to 12:00pm Philippine Time; The candidate should be flexible in adjusting their shift schedule when needed.

Location: Clark Freeport Zone, Pampanga

Industry: BPO

Expertise: Senior Operations Management, Leadership Skills