Operations Manager

Job Description

Infinit-O isn’t just about business process optimization, we’re about people. For over 20 years, we’ve been helping some of the world’s fastest-growing companies in Financial Services, Healthcare, and Technology achieve multiple strategic advantages through data-driven solutions, high-performance teams, and cutting-edge technology. Our world-class Net Promoter Score of 75 reflects our commitment to excellence and client satisfaction.

But what truly sets us apart is our culture. At Infinit-O, we believe that diversity, equity, and inclusion are the foundation of innovation and sustainable growth. We embrace differences, empower perspectives, and create equal opportunities for everyone. Our people-first approach has earned us the Great Place To Work Certification three times, and as a B Corp Certified company, we’re dedicated to making a positive impact not just in business, but in the communities we serve.

With a highly engaged and innovative team, we don’t just optimize processes, we also create meaningful change.

What is the role that we need?

Specific Duties and Responsibilities :

I. As a Performance Driver :

Is a Subject Matter Expert on his / her team / s’s Service Level, Key Performance Indicators,

Key Results Areas and Scope of Work.

Effectively communicate operations matters to clients, stakeholders and teammates in a

timely manner.

Capable of resolving performance driven issues and challenges in a timely manner.

Monitors team / s and individual performances by means of timely reports generation,

utilization of the performance diary and discussion logs, proactive performance auditing and

performance feedback solicitation from client / s.

Will advocate and support performance driven activities by team, clients and company.

Should be goal and results oriented in all tasks and responsibilities assigned.

Is proactive in stepping forward in creating and reviewing processes and objectives that are

necessary to promoting performance outcomes and results.

Proactively discusses value-add services to clients that will promote productivity and quality.

II. As a Business Operator :

Is responsible in the selection and onboarding of qualified candidates in coordination with

HR-Recruitment.

Must show extreme sensitivity in activity budgets and cost-containment initiatives.

Understands the value of investment returns and funding allocations.

Will support VP – CSG / Director of Operations in managing revenue impacting activities

such as effective staffing and scheduling Proactively manages and functions as a custodian of official equipment and tools provided for

by the clients, stakeholder and company to prevent information and asset losses.

Completes reimbursements and expense liquidations in a timely manner.

III. As a People Manager :

Will advocate and support continuous learning initiatives brought by the client / s’ and the

company by attending, participating and sending a delegate when required.

Initiates internal activities that will hone his / her direct report’s leadership and management

capabilities

Will show full accountability for a direct report’s lack or poor judgment over a critical situation.

Will ensure that Coaching and Mentoring sessions (1 : 1’s) are carried out weekly with full

documentation of the direct report’s Area’s For Improvement (AFI’s).

Able to carryout monthly skip-level meetings with team members needing guidance and

support above the team leader’s level.

Will resolve employee administrative disputes with HR, Finance and SSG.

IV. As a Project Manager :

Able to organize an initiative utilizing project charters and project timetables.

Will handle the success of a group composed of project-supporters and support members

who are non-direct reports.

Ensures the completion of projects and tasks within budget and within schedule.

Results oriented and Project Metrics driven resulting in completion of milestones as

scheduled.

Responsible for timely communication and sharing of updates to project sponsors – all

concerned.

Facilitates project status meetings.

V. As a Peer, Team Member and a Direct Report :

Will demonstrate sense of teamness and cooperation across the team.

Is expected to efficiently support and assist fellow managers in initiatives and projects.

Will observe timely submissions of deliverables to team members, to clients, to stakeholders,

to line manager and to support departments.

Is expected to report on time, on schedule and whenever the team, clients and line manager

reasonably requires his / her presence onsite and on conference calls.

Will demonstrate the below traits and characteristics.

Sense of urgency to any situations that requires managerial intervention and visibility.

Sense of responsibility and accountability in ensuring that operations is in it’s best “running

condition”

Loyalty and commitment to the company, to team members and to line manager that will

result to advocating employee engagement, excellent service delivery and profitable

business operations.

Personal discipline emulated by keeping to commitments such as delivery schedules,

attendance and schedule adherence.

High level of professionalism demonstrated by untarnished integrity, businesslike manners

and behavior.

Qualifications :

1. Must possess excellent leadership as well as written and verbal English communication skills.

2. Should have a sharp analytical mind and must be results-oriented.

3. Highly analytical and has the drive to achieve objectives.

4. Highly organized, well motivated and proactive in order to lead the teams.

5. Has project-management, customer service and audit skills.

Education and Experience :

Preferably with a degree that will compliment the requirements of the account to be managed -

from a reputable college or university and was exposed in numerous trainings and seminars on

advanced leadership and mentoring activities.

Is trained or self-learned – very comfortable in the utilization of MS Office tools.

Must be flexible in learning new processes and concepts required by the role and task at hand

With at least 3 years experience in successfully managing and leading a diverse set of individuals

in a BPO / KPO environment. Can contribute and execute projects and activities either as a team

member or a leader. Have proven successes in coaching, mentoring and training a team or an

individual.

Have dealt and worked closely with a foreign client, line manager or direct report.

Requirements

Qualifications :

• Must possess excellent leadership as well as written and verbal English communication skills.
• Should have a sharp analytical mind and must be results-oriented.
• Highly analytical and has the drive to achieve objectives.
• Highly organized, well motivated and proactive in order to lead the teams.
• Has project-management, customer service and audit skills.

Education and Experience :

Preferably with a degree that will compliment the requirements of the account to be managed -

from a reputable college or university and was exposed in numerous trainings and seminars on

advanced leadership and mentoring activities.

Is trained or self-learned – very comfortable in the utilization of MS Office tools.

Must be flexible in learning new processes and concepts required by the role and task at hand

With at least 3 years experience in successfully managing and leading a diverse set of individuals

in a BPO / KPO environment. Can contribute and execute projects and activities either as a team

member or a leader. Have proven successes in coaching, mentoring and training a team or an

individual.

Have dealt and worked closely with a foreign client, line manager or direct report.

Requirements

Fund Management, Investor Relations