Operations Manager

About the role

WNS, part of Capgemini, is an agentic AI-powered provider of intelligent operations and transformation services, with operations in 13 countries and 65 delivery centers. It is hiring an Operations Manager in Iloilo City to lead a team of 15 to 20 Service Associates, keeping performance, productivity and compliance high while supporting client needs.

Key responsibilities

• Lead and manage a team of 15-20 Service Associates, ensuring performance, productivity and compliance with company policies.
• Hold team meetings, coaching sessions and performance reviews, and give regular 1-on-1 coaching and feedback.
• Maintain optimal floor coverage and smooth daily operations, and communicate process updates, client requirements and company announcements.
• Ensure service levels, targets and client requirements are met, and manage client relationships with regular performance updates.
• Analyze performance, implement process improvements and action plans, and monitor trends, financial performance and account profitability.
• Ensure compliance with client and company policies and procedures, and coordinate with cross-functional teams to resolve operational issues.
• Partner with Operations and Client Leadership on business reviews and operational concerns, and recommend engagement and incentive initiatives.
• Support recruitment by interviewing and assessing candidates for agent-level positions, and assist the Group Manager with operational duties and take over during their absence.
• Lead, mentor and develop Assistant Managers and Supervisors; prepare performance dashboards, capacity reports and other reports.
• Drive team engagement through coaching, team-building and recognition activities.

Required profile

• Minimum of 8+ years of experience, including BPO, particularly in domain accounts.

What we offer

• Structured career path and growing team with more internal progression opportunities.
• Safe work environment.
• Free HMO coverage from day 1, including your domestic partner.
• Skills training opportunities and paid leaves.