The Operations Manager will serve as a key bridge between our shared services team and our international school partners. This role is responsible for managing client relationships, ensuring operational excellence, and positioning our organization as a trusted and preferred offshoring partner.
You will oversee a growing team of 40+ employees, drive performance through structured goal setting, and champion continuous improvement initiatives that enhance both client satisfaction and internal efficiency.
Client and Stakeholder Management
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Act as the primary point of contact for assigned international school partners
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Build and maintain strong, long-term client relationships
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Lead regular business reviews covering performance, goals, and service delivery
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Ensure high levels of client satisfaction and proactively address concerns
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Clearly communicate offshoring processes, capabilities, and value proposition to clients
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Align internal operations with client expectations and strategic objectives
Operations Leadership
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Oversee day-to-day operations of a shared services team (40+ FTEs and growing)
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Set, monitor, and evaluate team and departmental KPIs
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Ensure consistent delivery of high-quality outputs across all service lines
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Drive accountability and performance management across team leads and staff
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Support workforce planning and scalability as the business grows
Process Improvement and Innovation
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Identify inefficiencies and implement process improvement initiatives
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Lead or support automation and optimization projects to enhance productivity
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Establish and document best practices and standard workflows
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Promote a culture of continuous improvement across the organization
Communication and Change Management
- Translate management decisions into clear, actionable plans for operations teams
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Advocate for organizational strategies both internally and to external stakeholders
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Ensure alignment between leadership direction, operational execution, and client expectations
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Manage change effectively across teams and clients
Qualifications
- 5+ years in operational management leadership within shared services, BPO, or offshoring environments
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Strong client-facing experience, with the ability to manage senior stakeholders
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Experience managing large teams
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Excellent communication, presentation, and relationship-building skills
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Strong analytical and problem-solving capabilities
- Certifications in Lean Six Sigma, process improvement, or similar methodologies
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Exposure to automation tools, digital transformation, or workflow optimization
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Experience working with international clients, ideally within education or related sectors
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Background in scaling operations or setting up shared service functions
- Strategic thinker with a strong operational mindset
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Highly collaborative and able to influence across all levels
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Proactive, solutions-driven, and results-oriented
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Comfortable navigating ambiguity in a growing organization
Work Arrangement
- Work Schedule: 4:00 PM to 1:00 AM
- Work Location: Robinsons Zeta Tower, C5 Road, Ugong Norte, Quezon City. The area is beside Opus Mall and across Tiendesitas and IPI Pasig. It is accessible from Ortigas CBD, Eastwood, C5 Road, and Rizal areas
- Hybrid arrangement: 3x a week onsite
