BPO Global Operations Manager (McKinley, Taguig)

About the job : Global Operations Manager (McKinley) | Onsite

Work Setup up and Shift Schedule : Flexible schedule

Location : McKinley West

Requirements : Minimum of 4 years of experience

Responsibilities :

Client Escalation & Communication : Act as the single point of contact for all client escalations and communications related to global operations delivery.

Global Performance Oversight : Support and collaborate closely with local leaders worldwide to ensure all Key Performance Indicators (KPIs) are consistently met and exceeded.

Unified Client Voice : Drive and maintain a cohesive "one global team" communication strategy towards the client, ensuring clarity, consistency, and a unified front.

Partnership Management : Foster strong, collaborative partnerships with both internal stakeholders and external clients to achieve shared goals.

Proactive Project & Process Enhancement : Identify, develop, and implement proactive projects and process enhancements to optimize global operations, improve efficiency, and reduce costs.

Strategic Alignment : Align site strategies and operational structures across all global locations to ensure consistency in performance, quality, and client experience.

Exceptional Communication : Superior verbal and written communication skills, with the ability to articulate complex information clearly and concisely to diverse audiences, including senior leadership and clients.

Strategic Thinking : Proven ability to develop and execute strategic operational plans that align with business objectives and client needs.

Problem-Solving : Strong analytical and problem-solving skills, with a track record of resolving complex operational challenges effectively and efficiently.

Leadership & Influence : Demonstrated ability to lead, mentor, and motivate global teams, influencing outcomes without direct authority.

Client Relationship Management : Expert-level client-facing skills, including conflict resolution, negotiation, and building long-term, trust-based relationships.

Process Improvement : Solid understanding of process improvement methodologies (e.g., Lean, Six Sigma) and their practical application in a global operational context.

Adaptability : Ability to thrive in a fast-paced, dynamic global environment and adapt to evolving business needs and client demands.