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General Manager - Operations

Date:  21 Oct 2025
Location: 

National Capital Region (NCR), Philippines, Philippine

Country/Region:  Ph
Category: 
  1. JOB PURPOSE:

 

GM - Operations serves as the top executive for the unit and is responsible for strategy, structure, budgets, people, financial outcomes, and scorecard metrics.

 

He / She also responsible to develop strategic plans for productivity and success with VP ; seek out opportunities for expansion and growth ; drive standards of excellence in ethics, quality, and customer satisfaction, and provide leadership, guidance and feedback to help employees achieve knowledge/skills areas.

 

  1. ORGANISATIONALCHART:

 

VP-Operations – GM-Operations –

 

Head-Operations -- Sr. Manager-Operations / Manager-Operations

 

  1. PRINCIPLE ACCOUNTABILITIES:

 

  • Meet & Exceed all BPM metrics like AHT, Staffing Adherence, Abandoned% Occupancy for Voice Business
  • Back office : Meet and Exceed all TATs for all Transactions along with desired accuracy
  • End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients
  • Attrition & Absenteeism to be below the standard BPM Industry benchmark; < 6% on a Monthly basis
  • End customer satisfaction and effectiveness scores to be above 92%
  • Process compliance to be above 99%
  • Collaborate with Sales/Account Management teams to grow the business
  • Positioning IGT Solutions & Services as a major player in the travel technology segment to become a partner of choice for travel related companies in BPM services
  • Develop, manage and execute customer delight programs
  • Accomplish the organization's goals and objectives
  • Prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goal

 

 

 

 

ROLE CHALLENGES:

 

  • Multiple Locations, Multiple Customers, Multiple Geographies to lead, Manage BPM Operations of 1200 – 1500 People
  • Manage and review ACD data on daily weekly and monthly basis. Reduce variation among agent data. Adequate staffing in all intervals as per call volumes
  • Present reviews to the Client on monthly basis. Generate additional process insights, capture end customer voice and share with client
  • People management with help of skip level meetings, TL grooming and Red Amber Green analysis
  • Agent development through strong coordination with Training
  • Manage customer SLA and expectations

 

  1. SKILLS AND KNOWLEDGE:

 

EDUCATIONAL QUALIFICATIONS –

  • Graduate of any Bachelor’s degree

RELEVANT EXPERIENCE –

  • 15 - 18 years of experience in BPM Operations at leadership level
  • 4 - 5 years specifically Travel BPM exposure
  • Independently manage the site, people and metrics related to the centre
  • Should have deep knowledge and understanding of the Travel market, Competition & Market trends in BPM

FUNCTIONAL COMPETENCIES –

  • Excellent Communication Skills
  • Strategic Planning Skills
  • Financial Planning skill (planning and budgeting)
  • Interpersonal skills
  • Leadership skills
  • Problem-Solving Aptitude

BEHAVIORAL COMPETENCIES --

  • Achieving Results
  • Serve and Delight your customer
  • Collaborate and Partner with others
  • Engage, Inspire and Develop People
  • Nurture Innovation & Lead Change
  • Think Like an Entrepreneur

KNOWLEDGE, SKILLS, OTHER ABILITIES:

  • Significant professional experience in lower and middle management.
  • Leadership ability.
  • Team building skills.
  • Work independently without direct supervision.
  • Understanding of how to develop and implement business strategies.
  • Ability to work well with all levels of management, executive leadership and support staff, as well as with employees.
  • Able to supervise a large staff of middle management and support staff.
  • Problem-solving and conflict management skills.

PERSONAL CHARACTERISTICS & BEHAVIOURS –

  • Ability to motivate and inspire teams
  • Diligence in following through Operational Parameters
  • Innovative and able to foresee market conditions
  • Build and sustain relationships with key people in the Customer Environment
  • Extrovert with a sales mind set
  • Flexible and adaptive to work schedules
  • No criminal records
  • No active violations and/or disciplinary memos
  • Has positive behaviour and background
  • High level of integrity, judgment, accountability, and follow-through

 

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