Job description
Join HCLTech as a Senior Operations Manager (SOM) and lead a high-performing customer care delivery team at our McKinley Hill location in Taguig. This senior leadership role is responsible for shaping service excellence across multiple client programs, driving operational performance, and delivering world-class customer experiences. You will partner with cross-functional leaders to translate business goals into operational strategies, optimize staffing and workflows, and drive measurable improvements in SLAs, quality, and cost efficiency.
As the SOM, you will mentor and develop a diverse team of managers and supervisors, set clear expectations, and foster a culture of accountability and continuous improvement. You will manage client relationships at the executive level, provide insightful reporting, and align operations with client expectations, commercial targets, and regulatory requirements. Your focus on data-driven decision making, process optimization, and risk management will be central to sustaining service delivery excellence.
In this role, you will leverage advanced contact center technologies and analytics to monitor performance, implement quality assurance programs, and drive Voice of the Customer initiatives. If you are a strategic, hands-on leader who thrives in a fast-paced BPO environment and is passionate about developing people and enhancing the customer journey, this is a compelling opportunity to contribute to HCLTech's growth and client success.
Responsibility
- Lead end-to-end customer care delivery for multiple client programs, ensuring SLA attainment and superior CSAT scores.
- Develop and execute strategic operations plans, including capacity planning, staffing, scheduling, and workload balancing to optimize cost and service quality.
- Coach and develop a high-performing team of managers and supervisors; implement performance management, career development, and succession planning.
- Drive continuous improvement through data-driven analysis, KPI tracking (CSAT, NPS, FCR, AHT, Abandonment), and process optimization using Lean Six Sigma principles.
- Manage client relationships at the executive level; provide regular, insightful reporting and collaborate with cross-functional partners (Sales, Quality, Training, IT) to align on goals.
- Ensure compliance with regulatory, data privacy, and corporate policies; lead risk management, quality assurance, and internal controls to protect service integrity.
- Oversee budgets, cost control, vendor relationships (where applicable), and tool adoption (CRM, WFM, QA systems) to sustain operational excellence.
Qualification
- Bachelor's degree required; MBA or advanced degree preferred; international work experience a plus.
- Minimum 8 years of operations management experience in a call center or BPO environment; at least 3 years in a senior leadership role.
- Proven track record of delivering improvements in service levels, customer satisfaction, and operational efficiency (CSAT, SLA, FCR, AHT).
- Strong leadership and people development skills with ability to coach, mentor, and build a high-performance culture.
- Excellent communication and stakeholder management; capable of influencing at the executive level and cross-functional teams.
- Proficiency with contact center technologies (WFM, CRM, QA tools) and data analysis; familiarity with BI tools and basic SQL is a plus.
- Knowledge of Lean Six Sigma or other process improvement methodologies; change management experience preferred.
- Willingness to work in Taguig, Philippines; adaptability to a fast-paced, global BPO environment.