Operations Manager

GUS Education Philippines View all jobs

Quezon City, Metro Manila
Permanent
Full-time

1 day ago
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The Operations Manager will serve as a key bridge between our shared services team and our international school partners. This role is responsible for managing client relationships, ensuring operational excellence, and positioning our organization as a trusted and preferred offshoring partner.You will oversee a growing team of 40+ employees, drive performance through structured goal setting, and champion continuous improvement initiatives that enhance both client satisfaction and internal efficiency.Client and Stakeholder Management

Act as the primary point of contact for assigned international school partners
Build and maintain strong, long-term client relationships
Lead regular business reviews covering performance, goals, and service delivery
Ensure high levels of client satisfaction and proactively address concerns
Clearly communicate offshoring processes, capabilities, and value proposition to clients
Align internal operations with client expectations and strategic objectives

Operations Leadership

Oversee day-to-day operations of a shared services team (40+ FTEs and growing)
Set, monitor, and evaluate team and departmental KPIs
Ensure consistent delivery of high-quality outputs across all service lines
Drive accountability and performance management across team leads and staff
Support workforce planning and scalability as the business grows

Process Improvement and Innovation

Identify inefficiencies and implement process improvement initiatives
Lead or support automation and optimization projects to enhance productivity
Establish and document best practices and standard workflows
Promote a culture of continuous improvement across the organization

Communication and Change Management

Translate management decisions into clear, actionable plans for operations teams
Advocate for organizational strategies both internally and to external stakeholders
Ensure alignment between leadership direction, operational execution, and client expectations
Manage change effectively across teams and clients

Qualifications

5+ years in operational management leadership within shared services, BPO, or offshoring environments
Strong client-facing experience, with the ability to manage senior stakeholders
Experience managing large teams
Excellent communication, presentation, and relationship-building skills
Strong analytical and problem-solving capabilities
Certifications in Lean Six Sigma, process improvement, or similar methodologies
Exposure to automation tools, digital transformation, or workflow optimization
Experience working with international clients, ideally within education or related sectors
Background in scaling operations or setting up shared service functions
Strategic thinker with a strong operational mindset
Highly collaborative and able to influence across all levels
Proactive, solutions-driven, and results-oriented
Comfortable navigating ambiguity in a growing organization

Work Arrangement

Work Schedule: 4:00 PM to 1:00 AM
Work Location: Robinsons Zeta Tower, C5 Road, Ugong Norte, Quezon City. The area is beside Opus Mall and across Tiendesitas and IPI Pasig. It is accessible from Ortigas CBD, Eastwood, C5 Road, and Rizal areas
Hybrid arrangement: 3x a week onsite

GUS Education Philippines