Senior Business Process & Operations Manager

About the RoleLocation: BGC, TaguigEmployment Type: Full-timeSalary: To be discussedReports to: Head of OperationsWe are looking for an experienced Senior Business Process & Operations Manager to lead operational delivery, service performance, and process optimization within a shared services and offshoring environment.This role is responsible for managing operational performance across multiple service portfolios, ensuring high-quality delivery, driving continuous improvement, and building strong relationships with internal stakeholders and clients.The ideal candidate has strong BPO or offshoring leadership experience, a strategic mindset, and the ability to balance operational efficiency, service quality, and client satisfaction.Key ResponsibilitiesOperational LeadershipOversee day-to-day operational performance across the shared services portfolioLead service delivery strategy to ensure operational excellence and efficiencyAct as a primary operational contact for stakeholders and shared services leadersConduct business reviews and drive performance improvements across service linesProgram & Service Delivery ManagementPlan and execute offshore build-operate-transfer (BOT) programs to support global delivery operationsEnsure the successful delivery of services aligned with operational targets and client expectationsAddress quality, productivity, and performance issues through structured operational strategiesPerformance & Process OptimizationImplement and manage Service Level Agreements (SLAs), KPIs, and operational metricsMonitor utilization, cost-to-serve, and capacity planning to optimize service deliveryLead continuous improvement initiatives across operational workflowsStakeholder & Client ManagementMaintain strong relationships with internal teams, leadership, and business partnersSupport sales initiatives by ensuring the operational feasibility of proposed solutionsManage escalations and service disruptions with structured problem-solving approachesWhat Were Looking ForExperienceAt least 10 years of operational management experienceStrong background in BPO, shared services, or offshoring environmentsProven experience in operations leadership, service delivery, and process improvementDemonstrated ability to manage cross-functional teams and stakeholder relationshipsSkills & CompetenciesStrong leadership and project management capabilitiesExcellent communication and stakeholder management skillsExperience implementing KPIs, SLAs, and operational performance frameworksAbility to manage teams and workloads in fast-paced operational environmentsStrong analytical, problem-solving, and process improvement mindsetAdditional QualificationsProficiency in Microsoft Office tools (Excel, PowerPoint, Word) and project management platformsAbility to travel internationally when requiredStrong commitment to service quality, operational excellence, and continuous improvement