Operations Manager

We are looking for an experienced and results-driven Operations Manager to oversee daily business operations, optimize processes, manage resources, and ensure operational efficiency across the organization. The ideal candidate will have strong leadership skills, a strategic mindset, and the ability to improve workflows, manage budgets, monitor performance, and ensure compliance with company policies and industry standards.
Experience in a Business Process Outsourcing (BPO) environment is highly preferred, along with the ability to lead teams, implement process improvements, and collaborate effectively with different departments to achieve organizational goals.
Key Responsibilities
1. Operations Management & Process Improvement
Oversee daily operations to ensure efficiency, productivity, and alignment with organizational objectives.
Evaluate existing workflows, procedures, and operational systems to identify inefficiencies and opportunities for improvement.
Develop, implement, and maintain Standard Operating Procedures (SOPs) to standardize processes and improve operational consistency.
Lead initiatives to streamline workflows, reduce operational waste, optimize resource utilization, and improve overall performance.
Monitor operational metrics and implement strategies to achieve continuous improvement.
2. Budgeting & Financial Management
Develop, monitor, and manage departmental budgets to ensure effective allocation of financial resources.
Track operating expenses, analyze financial reports, and identify opportunities to reduce costs without compromising quality.
Evaluate financial and operational performance to support profitability and business growth.
Forecast operational expenses and provide recommendations to management regarding resource allocation and cost optimization.
Ensure financial accountability and adherence to approved budgets.
3. Staff Management & Team Leadership
Lead, supervise, train, and mentor employees to promote professional development and high performance.
Participate in recruitment, onboarding, and workforce planning to ensure appropriate staffing levels.
Establish clear performance expectations and monitor employee productivity through Key Performance Indicators (KPIs) and other performance metrics.
Conduct performance reviews, provide constructive feedback, and implement development plans when necessary.
Foster a positive, accountable, and collaborative work environment.
Address performance issues and operational challenges promptly and effectively.
4. Quality Control & Assurance
Establish and maintain quality standards to ensure consistent service delivery and operational excellence.
Monitor quality metrics, identify recurring issues, and implement corrective and preventive actions.
Investigate customer complaints, operational errors, and service delivery concerns, ensuring timely and effective resolution.
Develop quality assurance procedures and collaborate with relevant teams to improve customer satisfaction.
Ensure compliance with internal quality standards and client expectations.
5. Supply Chain, Procurement & Inventory Management
Oversee purchasing activities, supplier relationships, and vendor performance, as applicable to the business.
Monitor inventory levels and ensure the timely availability of necessary supplies and resources.
Coordinate procurement processes and identify opportunities to improve purchasing efficiency and control costs.
Review inventory movement, warehouse workflows, and stock management procedures to minimize waste and prevent shortages.
Maintain effective communication with vendors and internal stakeholders to support uninterrupted operations.
6. Compliance & Risk Management
Ensure operational activities comply with applicable local laws, regulations, company policies, and industry standards.
Identify potential operational risks and implement preventive measures to minimize disruptions and maintain business continuity.
Maintain and update operational policies and procedures to reflect regulatory requirements and organizational changes.
Promote workplace safety and adherence to relevant safety standards, including OSHA guidelines or ISO standards where applicable.
Support internal audits, compliance reviews, and the implementation of corrective actions.
7. Cross-Functional Coordination & Reporting
Serve as a key liaison between frontline employees, department heads, senior management, and other relevant stakeholders.
Coordinate with cross-functional teams to align operational priorities with overall business objectives.
Prepare and present operational reports covering productivity, costs, quality, staffing, and performance against KPIs.
Communicate operational updates, challenges, and improvement recommendations to senior leadership.
Support strategic planning and organizational initiatives by providing operational insights and data-driven recommendations.
Ensure effective communication and accountability across departments.
Qualifications
Education: Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field.
Experience: Proven experience in Operations Management, preferably within a Business Process Outsourcing (BPO) environment.
English Proficiency: C2 level or near-native English proficiency, with excellent verbal and written communication skills.
Strong leadership and people management skills, including experience supervising teams and monitoring performance.
Demonstrated experience in process improvement, workflow optimization, and SOP development and implementation.
Experience managing operational budgets, monitoring expenses, and analyzing performance data.
Strong understanding of KPIs, productivity metrics, quality assurance, and performance management.
Knowledge of risk management, regulatory compliance, and operational policies and procedures.
Excellent organizational, analytical, and problem-solving abilities.
Ability to manage multiple priorities, make data-driven decisions, and work effectively under pressure.
Strong communication, interpersonal, and cross-functional collaboration skills.
Proficiency in Microsoft Office or Google Workspace, particularly Excel or Google Sheets, for reporting and data analysis.
Preferred Qualifications
Previous experience managing operations in a BPO, outsourcing, customer service, or shared services environment.
Experience managing multiple teams, departments, or operational functions.
Familiarity with Lean Management, Six Sigma, or other continuous improvement methodologies.
Experience with workforce planning, performance dashboards, and operational reporting tools.
Knowledge of project management and process automation tools.
Experience implementing operational strategies that improve efficiency, service quality, and cost-effectiveness.
Core Competencies
Strategic thinking and decision-making.
Leadership and team development.
Operational planning and execution.
Process optimization and continuous improvement.
Financial and analytical skills.
Problem-solving and conflict resolution.
Accountability and results orientation.
Adaptability and change management.
Effective communication and stakeholder management.

Work arrangement
No