What are the responsibilities and job description for the Operations Manager position at acquireai?
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! OPERATIONS MANAGER Onsite | Ortigas | Night Shift Lead complex operations with a strong focus on performance, accountability, client outcomes, and continuous improvement. As an Operations Manager, you will oversee operational execution, translate performance data into business decisions, and partner with leaders across the business to drive sustainable results. COMPANY OVERVIEW At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career. WHY JOIN THE A-TEAM? Come for a career, stay for the fun! Here’s what’s waiting for you: HMO coverage for you and your family Epic Yearly Kick-Off Parties with major giveaways Recognition through our Value Awards — we celebrate your wins Real career growth with opportunities for internal promotions Meaningful work with talented and supportive teams Your future matters: 900 internal promotions every year Access to 2,700 leadership training courses Extra rewards along the way: 14th Month Pay after 5 years of continuous service Employee Referral Program — earn up to ₱42,000 per successful hire Enjoy work-life balance: 24 Paid Time-Off Credits annually, with leave credits convertible to cash Paid Birthday Leave — celebrate your day your way ROLE SNAPSHOT As an Operations Manager, you will lead complex BPO, back-office, logistics, insurance, or process-driven operations with accountability for service delivery, performance, productivity, quality, staffing, and client outcomes. You will use data, business insight, and strong stakeholder management to identify risks, drive action plans, and improve operational results. WHAT YOU’LL DO Operations Leadership and Execution Lead day-to-day operational performance across complex, process-driven programs. Manage attendance, attrition, staffing, productivity, quality, and customer experience metrics simultaneously. Drive accountability and performance management across managers, team leaders, and support groups. Operate independently with strong ownership, urgency, and minimal need for follow-up or handholding. Make effective decisions in ambiguous situations with limited guidance. Business Performance and KPI Management Connect operational performance to financial results, client satisfaction, and broader business outcomes. Manage programs with contractual KPIs, service levels, productivity targets, and staffing commitments. Identify risks and opportunities before they become operational issues. Translate performance trends into clear action plans that support sustainable results. Analytics, Reporting, and Root Cause Analysis Conduct root cause analysis to identify performance drivers, gaps, and improvement opportunities. Use operational data to make actionable business decisions. Create executive-level reports, insights, and business reviews. Analyze performance across workforce, quality, productivity, customer experience, and operational metrics. Client and Stakeholder Management Present performance, insights, risks, and action plans to Directors, Clients, and Executive Leadership. Lead client-facing business reviews, operational reviews, and strategic planning sessions. Partner effectively with WFM, QA, Training, Recruitment, HR, IT, Client Leadership, and other support functions. Influence managers, team leaders, support groups, and clients to align on priorities and drive execution. Continuous Improvement and Operational Excellence Challenge the status quo and identify opportunities for automation, efficiency, and scalability. Drive operational excellence, workforce optimization, productivity improvement, and process simplification. Develop and execute improvement plans that support client commitments and business goals. Promote a culture of accountability, proactive problem-solving, and continuous improvement. A BIT ABOUT YOU Proven Operations Manager with experience leading complex BPO, back-office, logistics, insurance, or process-driven operations. Highly proactive and naturally curious, with the ability to identify risks and opportunities before they become operational issues. Able to operate independently without constant direction, follow-up, or handholding. Strong business acumen with the ability to connect operational performance to financial results, client satisfaction, and business outcomes. Focused on operational excellence, workforce optimization, productivity improvement, and process simplification. Demonstrated experience managing attendance, attrition, staffing, productivity, quality, and customer experience metrics simultaneously. Expert in root cause analysis and able to translate data into actionable business decisions. Strong analytical skills with advanced Excel proficiency, including Pivot Tables, XLOOKUP or VLOOKUP, Index Match, and Power Query preferred. Experienced in creating executive-level reports and business reviews. Comfortable presenting performance, insights, risks, and action plans directly to Directors, Clients, and Executive Leadership. Able to challenge the status quo and identify opportunities for automation, efficiency, and scalability. Strong leadership presence with the ability to influence managers, team leaders, support groups, and clients. Able to drive accountability and performance management at all organizational levels. Excellent stakeholder management skills, with the ability to partner effectively with WFM, QA, Training, Recruitment, HR, IT, and Client Leadership. Strong decision-maker who can operate effectively in ambiguous situations with limited guidance. Sense of urgency with a bias for action and execution. Experience managing programs with contractual KPIs, service levels, productivity targets, and staffing commitments is highly preferred. Experience leading client-facing business reviews, operational reviews, and strategic planning sessions is strongly preferred. CORE VALUES We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: Curious and Clever: Smart questions spark smart solutions Entrepreneurial Energy: Think like an owner. Solve like a founder Fast with Intent: We move fast and deliver real results Laugh and Learn: We don’t take ourselves too seriously, just our results What are you waiting for? Come for a career, stay for the fun! Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/