SR. OPERATIONS MANAGER
Make your next big career move by applying as KMC Solutions' next SR. OPERATIONS MANAGER
We are seeking an experienced and adaptable Senior Operations Manager to oversee a critical portfolio of multiple small-to-mid-sized accounts (or contracts) with varying business requirements and Lines of Business (LOBs). This role is ideal for a leader who excels at juggling diverse priorities, implementing standardized operational excellence across highly varied client deliverables, and driving high-impact results with lean teams. You will be directly responsible for the operational stability, financial health, and client satisfaction of your entire account portfolio.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a SR. OPERATIONS MANAGER include:
Operational Oversight & Efficiency
- Manage Diverse Operations: Own the end-to-end operations for a portfolio of X to Y accounts, ensuring consistent service delivery across different LOBs (e.g., Finance, HR Support, Creative Services, Customer Service, etc.).
- Standardize Processes: Design, document, and implement standardized best practices, reporting templates, and risk mitigation strategies that can be efficiently adapted and deployed across all managed accounts, regardless of their specific LOB.
- Performance Management: Establish and monitor all relevant Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and operational targets for each account. Analyze performance trends and execute targeted action plans to ensure continuous improvement.
Account Management & Financial Health
- Client Relationship Management: Serve as the primary operational point of contact for client stakeholders across your portfolio. Conduct regular business reviews to ensure transparency, manage expectations, and identify opportunities for account growth.
- Financial Accountability: Oversee the operational budgets, resource allocation, and profitability for each account. Drive cost efficiencies and ensure high utilization and billability of small account teams.
- Risk & Compliance: Ensure all operational activities within the portfolio adhere to client contractual terms, company policies, and relevant regulatory requirements.
Team Leadership & People Management
- Small Team Leadership: Directly manage and mentor a team of supervisors or team leads who oversee the small, dedicated account teams.
- Resource Optimization: Proactively manage cross-training and resource allocation across the portfolio to handle volume fluctuations, manage succession planning, and prevent single points of failure within the small-headcount environments.
- Culture & Engagement: Foster a culture of accountability, innovation, and client-centricity within all account teams, ensuring high employee engagement despite the disparate nature of the work.
To apply, you must be an expert on the following requirements:
Required Qualifications
- Experience: Minimum of 5+ years in Operations Management, with at least 3 years in a Senior or leadership capacity managing a multi-client or multi-LOB portfolio.
- Portfolio Management: Proven experience successfully managing multiple operational units or accounts simultaneously, specifically those with smaller team sizes (e.g., <20 FTE per account).
- Adaptability: Demonstrated ability to quickly understand and manage operational complexities in varied LOBs without requiring deep prior experience in every area.
- Communication: Exceptional written and verbal communication, negotiation, and presentation skills for high-level client and internal stakeholder management.
- Analytical Skills: High proficiency in data analysis, budgeting, forecasting, and reporting to make data-driven decisions that impact both efficiency and profitability.
- Education: Bachelor’s degree in Business Administration, Operations Management, or a related field.
It will also be favorable if you are knowledgeable in:
Desired Qualifications
- Experience in the Business Process Outsourcing (BPO) or shared services industry.
- Certification in Lean Six Sigma, PMP, or other continuous improvement methodologies.
- Experience with relevant operations management software, CRM systems, or Workforce Management (WFM) tools.
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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