Senior Operations Manager (Cebu) at Aris Amplify · Cebu City

The Senior Operations Manager will oversee Cebu operations and serve as the site leader, with full accountability for operational performance, financial results, and people leadership across all programs based in Cebu.

What You’ll Be Doing

• Take full responsibility for the operational direction and financial performance of the Cebu business.
• Act as the senior leader for Cebu operations, providing strategic direction, governance, and day-to-day leadership.
• Lead, inspire, and motivate a team of junior managers to ensure operational excellence, service improvement, and process refinement, driving effective operating models to maximize revenue and performance.
• Report directly to the Operations Director and act as a unifying force within the team, encouraging and motivating others to resolve issues, meet goals, and enhance career development.

Your Key Responsibilities

• Collaborate with the Operations Director to define the operational strategy, ensuring the long-term growth and success of the business.
• Oversee the direct management and development of the junior management team.
• Develop the operational talent pool by optimizing existing team skills through effective succession planning, ensuring key roles are filled and individual talent is recognized.
• Continuously identify and implement operational best practices and proactive solutions.
• Support the introduction of new business, ensuring long-term success and maximized revenue generation.
• Contribute to the operational aspects of new bids and services.
• Take accountability for the operational performance of the Client Area(s), exceeding targets for all required metrics and Key Performance Indicators (KPIs).
• Foster a culture where employees view themselves as stakeholders in the business.
• Manage stakeholder relationships and build trust with clients, ensuring a seamless partnership.
• Oversee forecasting, planning, and real-time delivery of manpower to meet client volume and profile requirements.
• Collaborate with the Recruitment and Learning and Development teams to identify specific recruitment and training needs.

Requirements

• At least 10-15 years of experience in managing Business Process Outsourcing or in a Captive Shared Services environment.
• Experience in managing multiple customer service channels, including voice, back office and social media.
• A proven track record of promoting a performance-driven culture with a focus on achieving operational excellence.
• Ability to engage and support your team, ensuring they have the tools and systems necessary for day-to-day tasks.
• Strong mentoring and inspirational leadership skills.
• A customer-focused mindset with the ability to interpret and act on data for reporting purposes.
• Experience in process and change management, helping adapt to evolving business needs and client requirements.
• Strong in creating innovative solutions to improve processes, customer experience and employee satisfaction.
• Excellent people leadership and stakeholder management skills.
• Kaizen practitioner or Lean Certification is an advantage.

Working Conditions:

• Full-time position, with occasional overtime during peak seasons.
• Must be willing to work onsite in Cebu Business Park, Cebu City
• Must be willing to work in a rotating shift