Operations Manager (for Pooling)

Department: Operations Reports To: Director of Operations Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines Position Summary: The Operations Manager at Pinnacle Intelligence plays a critical leadership role within our BPO operations. This position is responsible for overseeing the daily activities of multiple teams or a significant operational segment, ensuring the efficient delivery of services, consistent achievement of client Service Level Agreements (SLAs), and continuous improvement of operational processes. The Operations Manager will lead, mentor, and develop a team of Team Leaders and frontline staff, drive performance excellence, foster a positive work environment, and ensure alignment with both company and client strategic objectives. Key Responsibilities: 1. Operational Leadership & Performance Management: Oversee daily operations, ensuring the consistent delivery of high-quality services and the achievement of all client SLAs and internal KPIs (e.g., productivity, quality, adherence, customer satisfaction). Develop, implement, and monitor operational strategies to optimize efficiency, reduce costs, and enhance service delivery. Conduct regular performance reviews with Team Leaders and analyze team performance data to identify trends, areas for improvement, and training needs. Implement performance improvement plans for individuals and teams to ensure targets are met or exceeded. 2. Team Management & Development: Lead, mentor, and coach Team Leaders and other direct reports, fostering their professional growth and leadership capabilities. Manage staffing levels, including recruitment, onboarding, training, retention, and performance management processes. Foster a positive, collaborative, and high-performing work environment that encourages employee engagement and development. Conduct regular team meetings and one-on-one sessions to communicate goals, provide feedback, and address concerns. 3. Process Optimization & Quality Assurance: Continuously review and analyze operational workflows and processes to identify bottlenecks, inefficiencies, and opportunities for automation or improvement. Implement best practices and process enhancements to streamline operations and elevate service quality. Ensure adherence to established quality standards, operational procedures (SOPs), and client-specific guidelines. Collaborate with Quality Assurance and Training teams to identify gaps and implement corrective actions. 4. Client Relationship & Stakeholder Management: Serve as a key point of contact for client operational matters, ensuring client satisfaction and proactive issue resolution. Participate in client business reviews, presenting operational performance, insights, and improvement initiatives. Collaborate effectively with cross-functional departments (e.g., HR, IT, Finance, Training, Client Services) to ensure seamless operations and support. 5. Reporting, Analysis & Compliance: Prepare and present comprehensive operational reports, including performance metrics, financial data, and strategic insights, to senior management and clients. Analyze complex data to identify root causes of performance issues and formulate actionable solutions. Ensure all operational activities comply with company policies, client agreements, and relevant industry regulations. Manage operational budgets, resource allocation, and forecasting to meet business objectives. Skills & Qualifications: Required: Experience: Minimum of 5+ years of progressive experience in BPO operations management, with at least 2-3 years in a managerial role overseeing multiple teams or significant operational segments. Client Management Experience: Proven track record of managing client relationships, understanding client needs, and ensuring high levels of client satisfaction within a BPO environment. Leadership & People Management: Proven ability to lead, motivate, develop, and manage large teams, including experience with performance management, coaching, and conflict resolution. Operational Excellence: Strong understanding of BPO metrics, operational drivers, and best practices for achieving efficiency, quality, and productivity. Analytical & Problem-Solving: Exceptional analytical skills with the ability to interpret complex data, identify trends, and develop data-driven solutions. Communication & Presentation: Excellent verbal, written, and interpersonal communication skills, capable of interacting effectively with clients, senior management, and all levels of staff. Process Improvement: Demonstrated experience in process optimization methodologies (e.g., Lean, Six Sigma principles) and a commitment to continuous improvement. Client Relationship Management: Proven ability to build and maintain strong client relationships, understanding client needs and ensuring satisfaction. Technical Proficiency: Proficient in using CRM systems, WFM (Workforce Management) tools, performance dashboards, and Microsoft Office Suite (especially Excel and PowerPoint). Amenability: Willing to work full onsite in Alabang, Muntinlupa. Available for a night shift work schedule from 10:00 PM to 7:00 AM (or adjusted based on operational requirement). Preferred: Bachelor's degree in Business Administration, Operations Management, or a related field. Experience in the automotive industry or supporting automotive clients. Certifications in Lean, Six Sigma, or Project Management. Why Join Pinnacle Intelligence? Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success. If you are a results-oriented leader with a passion for operational excellence, team development, and driving strategic outcomes, we encourage you to apply!