Operations Manager
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Do you have at least 5 years of experience in the BPO industry. At least 3 years of continuous experience without any gaps.*
Do you have a total of at least 2.5 years or 30 months of continuous experience as Team Supervisor / Manager?*
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Supportninja is a Philippine-based business process outsourcing company. The mission for the Operations Manager is to grow and develop the operational side of the business. The Operations Manager has the accountability of improving a healthy headcount for all accounts assigned to him and developing the skill sets of his direct reports - the team managers and team leaders. The Operations Manager will report directly to the Site Director.

Job Scope

  1. Oversee the performance of the site’s production/operations team. Ensure all of the clients’ business needs are met in a timely manner.
  2. Responsible for coaching and supervising a group of Team managers and apprentices.
  3. Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
  4. Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
  5. Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
  6. Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.

Key Functions

  • Site Leadership
  • Operations Management
  • Recruitment Management
  • Client Relationship Management
  • Organizational Excellence
  • Employee Engagement
  • Business Continuity
  • Leadership Development
  • Corporate Social Responsibility

Career Framework Role

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple account units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities

Personal Behaviors

Proactive: You display energy and initiative in solving problems, in a hands-on approach. You follow all possible avenues to get the job done. Involves anticipating future needs / gaps and quickly executing moves to address these before they actually happen.
Adaptable: You undertake an ability to be flexible in your approach to your work. You will switch from complex, strategic tasks to routine tasks when required. You adapt quickly to new technologies and products. You work effectively with a variety of personalities and work styles.asasa
Quality: You demonstrate appropriate quality and thoroughness in your work.
Integrity: You act with personal honesty at all times. You do things well. You do good things.
Collaboration: You work within your team’s process. You confront problems (even when outside your own domain), propose solutions, take ownership through to resolution or ensure a clear hand-off. You have a positive, can-do approach to work.

Critical competencies and requirements

  • Exceptional customer relationship skills including the initiative to discover the true requirements underlying operational issues, recommend leadership approaches, and collaborate with different support teams to meet aggressive timelines with optimal solutions.
  • Excellent written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business is required.
  • Be an independent problem solver that can make high quality judgments and decisions quickly with excellent organization skills.
  • Detail-oriented with a demonstrated ability to self-motivate and follow-through on projects.
  • Strong ability to influence others who are not in your reporting chain.
  • Demonstrable experience delivering projects, demonstrating excellent project management skills and appropriate leadership aptitude
  • A quick learner, able to come up to speed on any type of project and credibly lead the team


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.