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Head - Customer Service Senior Group Manager

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

This role is a member of the Senior Management Team reporting to the Head and leads Operations Business Unit Managers and Operations Managers depending on the business portfolio and size. 

  • Manages business-planning initiatives for multiple businesses/programs
  • Establishes, develops, and strengthens business/client relationships and supports in growing the portfolio
  • Manages operations organization to define and implement systems that are aligned with business strategy and goals
  • Contributes to short to medium planning for broad issues affecting the business
  • Exercises control over budget, policy formulation and planning and provides significant contributions to future strategy of the business
  • Promotes and drives a culture of process ownership and best practice sharing amongst the different programs in region
  • Ensures cascade and implementation of company policies and essential procedures are followed
  • Manages resource supply and demand which may include but not limited to hiring, staffing, and maintaining a diverse and effective workforce
  • Conducts direct reports performance evaluation and makes recommendations for pay increases, hiring, terminations, and other personnel actions
  • Develops talent and helps build talent pipeline for the company by actively participating in talent reviews and development activities for self, direct reports, and next level employees
  • Directs multiple programs supported through responsibility for ensuring delivery of end results and shared responsibility for budget management and accountability for resource planning
  • Ensures risk management controls and processes are in place and aligned to the company standards and is adhered to by the group
  • Represents the group to company and client meetings, events and corporate affairs, as needed

 Education: College degree or higher education in business management or related course


Experience: minimum of 10 years’ experience in similar role and business environment (contact center operations of sizable population) with commensurate experience in people management


PHP 7M – 7.9M