Manager-Operations - Muntinlupa City - IGT Solutions

    IGT Solutions
    IGT Solutions Muntinlupa City

    11 oras ang nakalipas

    ₱900,000 - ₱1,800,000 (PHP) bawat taon *
    Paglalarawan

    Role: Manager - Operations

    Location; Alabang, Muntinlupa City

    Mode: Work from office

    JOB PURPOSE:

    The Manager – Operations is responsible for leading and managing large-scale voice operations (up to 200 FTEs) for a pioneer US based airline to ensure delivery excellence, client satisfaction, and achievement of business objectives. This role focuses on building a high-performing, collaborative team culture while driving operational efficiency, productivity, quality, and employee engagement.

    The incumbent will oversee Team Leaders, set clear daily objectives, monitor performance metrics, resolve operational challenges, and maintain strong client relationships to ensure consistent service excellence across Voice and/or Case/Ticketing environments.

    Operations Management

    • Lead end-to-end day-to-day operations for up to 200 FTEs.
    • Drive better/stronger NPS and CSAT results
    • Ensure delivery of SLAs, KPIs, productivity, and quality targets.
    • Monitor real-time and historical performance metrics and drive corrective actions.
    • Optimize workforce utilization, scheduling, and capacity planning.
    • Identify process improvement opportunities to enhance efficiency and service quality.
    • Ensure compliance with company policies, client guidelines, and regulatory standards.

    Team Leadership & Performance Management

    • Build, develop, and maintain a high-performing team culture.
    • Set clear daily, weekly, and monthly objectives for Team Leaders.
    • Conduct regular performance reviews and coaching sessions.
    • Drive accountability across all leadership levels.
    • Support succession planning and leadership development initiatives.

    Client Management

    • Serve as a key point of contact for client stakeholders.
    • Maintain strong working relationships and ensure client expectations are met or exceeded.
    • Participate in governance meetings, business reviews, and performance discussions.
    • Proactively identify and communicate risks, mitigation plans, and improvement opportunities.

    Operational Excellence & Continuous Improvement

    • Analyze performance data and implement action plans to close gaps.
    • Lead quality and productivity improvement initiatives.
    • Ensure best practices are shared and implemented across teams.
    • Support process transitions, ramp-ups, and stabilization phases as required.

    Required Qualifications & Experience:

    • Minimum 10+ years of experience in Operations Management.
    • Proven experience managing Voice and/or Case/Ticketing processes.

    If you're driven, passionate, confident, and known for solid operational delivery and customer relationship skills, please share your resume at

    It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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