Chief Operating Officer (Coo) - Bpo Industry

Job Title : Chief Operating OfficerLocation : Clark, PhilippinesDepartment : OperationsReports To : Chief Executive OfficerEmployment Type : Full-timePosition SummaryWe are seeking a strategic and operationally driven Chief Operating Officer (COO) to oversee and optimize day-to-day business process outsourcing (BPO) operations.

The COO will lead performance management, service delivery, client satisfaction, and team development across multiple accounts and service lines.

The ideal candidate brings deep BPO expertise—preferably in accounting, finance, or other professional services—combined with strong leadership, analytical, and relationship management skills.Key Responsibilities1.

Strategic LeadershipDrive long-term business strategy in alignment with corporate goals.Lead market research and competitive analysis to identify growth opportunities.Develop and implement localized go-to-market and operational plans.2.

Financial Oversight & P&L ResponsibilityPrepare and manage divisional budgets and financial forecasts.Monitor revenue, expenses, and profitability, ensuring cost efficiency.Develop pricing strategies and oversee financial compliance and cash flow.3.

Risk Management & ComplianceIdentify and mitigate operational, legal, financial, and reputational risks.Ensure compliance with ISO standards, data privacy regulations (e.g., GDPR, APPs), and client-specific protocols.Oversee audits, internal controls, and incident response planning.4.

Operational ManagementLead service delivery teams to achieve KPIs, SLAs, and quality benchmarks.Optimize workforce planning, staffing levels, and resource allocation.Drive continuous operational reporting and performance reviews.5.

Client Relationship ManagementServe as the executive escalation point for operational issues.Conduct regular client business reviews and ensure account satisfaction.Support onboarding and transition of new client engagements.6.

Team Leadership & Talent DevelopmentSupervise Managers and Team Leaders, providing coaching and performance feedback.Collaborate with HR on training and career development programs.Promote a culture of accountability, collaboration, and continuous improvement.7.

Process Optimization & InnovationEvaluate workflows for automation and process improvement opportunities.Deploy Lean, Six Sigma, or other quality frameworks to enhance service delivery.Collaborate across teams to implement operational best practices.QualificationsEducationBachelor's degree in Business Administration, Operations Management, or a related field required.Master's degree or MBA preferred.ExperienceMinimum 8 years of progressive BPO leadership experience, including 3+ years at the executive or senior management level.Experience managing multi-client environments and cross-functional teams.Industry background in accounting, finance, legal, healthcare, or similar professional services is highly desirable.Strong experience in international market or clientsSkillsStrong leadership, organizational, and team-building capabilities.Exceptional communication, negotiation, and client relationship skills.Data-driven decision-making with proficiency in operations analytics.Working knowledge of Excel, Google Workspace, project management platforms, CRMs, and BPO-specific tools.Experience with workforce and quality management systems.Key Performance Indicators (KPIs)Achievement of SLA and KPI targetsClient satisfaction and Net Promoter Score (NPS)Employee engagement and retentionOperational efficiency and cost optimizationImplementation of process improvementsWork EnvironmentPrimarily on-site with flexibility where appropriate.

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