Drive innovation and operational excellence in a fast-paced environment, shaping the future of business solutions.

As the Operations Manager in Document and Business Solutions, you will own day-to-day back-office operations to meet SLA, quality, and risk-control targets across all Philippine legal entities; promote service delivery improvements by partnering with product and technology to deploy secure, scalable AI, scan-as-a-service, and automation; lead and develop a high-performing team with clear goals and coaching; manage vendor partners to contracted outcomes, including performance, spend, and remediation; report operational performance and risks to the Country Lead with timely escalation and resolution; and champion a culture of accountability, continuous improvement, and inclusion.

Job Responsibilities

• Own daily back-office operations across Philippine legal entities; meet SLAs, quality, and customer experience targets; proactively flag risks and issues to the Country Lead.
• Enforce firm policies and SOPs; maintain a safe, compliant, audit-ready environment; drive remediation and preventive controls.
• Collaborate across all Philippine legal entities to deliver a seamless employee experience; act as operational liaison and escalation point.
• Partner with product and engineering to pilot and scale enhancements (e.g., AI, scan-as-a-service) aligned to employee needs and control requirements.
• Support financial targets through workforce planning, contractor utilization, vendor spend optimization, and expense management; contribute to budgets and variance analysis.
• Prepare KPI dashboards, operating reviews, and deep dives for senior stakeholders; track outcomes and ensure follow-through.
• Lead adoption of process improvements and new tools; run root-cause analyses, pilots, standardization, and documentation.
• Coach and develop employees and set goals, run regular 1:1s, and provide timely feedback and recognition.
• Align staffing and skills to demand; manage shifts, capacity, and succession; implement performance cycles and IDPs; partner with recruiting to attract, onboard, and retain diverse talent.
• Act as the Assignment Sponsor for contractors.

Required Qualifications, Capabilities, and Skills

• Bachelor’s degree or equivalent practical experience.
• 4+ years managing teams with a strong record of coaching and performance management.
• Strong supplier management, vendor management, and vendor relationship
• Strong organizational skills with outstanding attention to detail, time management, and planning.
• Ability to think strategically and execute tactically on transformational initiatives.
• Proactive problem solver able to identify critical issues and take corrective action quickly.
• Expertise in process improvement, design, and automation; fluency with metrics, SOPs, and control frameworks.
• Clear communicator capable of articulating vision and priorities to motivate and influence teams and partners.
• Demonstrated collaboration and relationship-building across functions and levels.