[Hiring] Operations Manager @Exclusive Networks

Role Description

As an Operations Manager, you will lead an operations team of approximately 40 to 50 associates supporting the business of Exclusive Networks North America. You will intervene at every step of the employee life cycle, ensuring operational excellence and a positive employee experience in support of the development of the North American business. This role reports to the Senior Director, Sales Operations in North America and plays a critical part in driving performance, engagement, and compliance within the team.

• Support the day-to-day operations of the team, working with the employees and their functional managers to ensure KPIs and SLAs are met.
• Work with the local HR team and functional managers to screen and hire the right candidates for open positions.
• Assess the competitiveness of the labor market and suggest changes to retain employees.
• Build relationships and engage with other leaders having employees in the Philippines.
• Provide coaching, mentoring, and performance management to team members to foster personal growth and development.
• Work with functional managers to understand expectations for each position, analyze competencies and skill sets required, and develop strategies to cover potential gaps.
• Be a proponent of the culture of Exclusive and make it an integral part of the employee experience.
• Lead teams through organizational changes with clear communication and support.
• Optimize productivity and align team objectives with organizational goals and long-term vision.
• Drive employee engagement initiatives and maintain a positive, inclusive work environment.
• Monitor and report on team performance metrics, identifying areas for improvement and implementing corrective actions.
• Ensure compliance with company policies, labor laws, and regulatory requirements with connection and education for North America based managers.

Qualifications

• Bachelor’s degree in Business Administration, Human Resources, or related field (or equivalent experience).
• Minimum 5 years of experience in people management, preferably in a shared services or contact center environment.
• Proven track record of managing large teams (30+ members) and delivering operational results.
• Strong knowledge of labor laws and HR best practices in the Philippines.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to analyze data, generate insights, and make data-driven decisions.
• High level of adaptability and resilience in a fast-paced environment.

Benefits

• Leave credits (Annual, Sick, Well-being, Birthday)
• HMO
• Employee Assistance Program