Operations Manager (Leadership Team)

Operations Manager

Department: Operations
Reports To: General Manager / Executive Leadership
Direct Reports: Operations Supervisors, Team Leaders, Operations Coordinators, and assigned Operations personnel

Employment Type: Full-Time
Work Setup: Remote
Schedule: U.S. Business Hours (Graveyard Shift – PH Time)
Compensation: Competitive compensation based on experience and leadership scope

Role Overview

The Operations Manager leads the daily operations of Ascension Business Solutions and ensures that Virtual Assistant teams meet company standards, client expectations, and performance goals.

This role oversees team leadership, service delivery, workforce performance, client account stability, escalations, reporting, and process improvement. The Operations Manager works closely with Client Relations, the Success Team, Human Resources, Recruitment, Training and Development, and executive leadership to maintain operational efficiency and accountability.

Key Responsibilities

1. Operations Leadership

• Lead daily Operations activities in alignment with company goals and service standards.
• Manage and support Operations Supervisors, Team Leaders, and assigned personnel.
• Establish clear priorities, expectations, and accountability across teams.
• Conduct leadership meetings, performance reviews, and operational discussions.
• Promote a professional culture aligned with ABS’s values of Love, Support, and Excellence.
  

2. Client Account and Service Delivery

• Oversee service delivery and operational performance across client accounts.
• Ensure VAs follow client workflows, schedules, responsibilities, and quality standards.
• Coordinate with Client Relations and the Success Team to address client concerns.
• Identify accounts at risk due to attendance, performance, communication, or process issues.
• Implement corrective action plans to improve client satisfaction and account stability.
  

3. Team Performance Management

• Monitor KPIs, productivity, attendance, schedule adherence, and work quality.
• Ensure Team Leaders provide regular coaching, feedback, and performance follow-ups.
• Determine when coaching, retraining, corrective action, or escalation is necessary.
• Identify recurring performance concerns and implement preventive solutions.
• Recognize high-performing employees and recommend development opportunities.

4. Workforce and Coverage Management

• Monitor attendance, PTO, absences, schedule changes, and workforce availability.
• Ensure adequate staffing and coverage across client accounts.
• Address recurring attendance, dependability, and schedule adherence concerns.
• Coordinate staffing, replacement, and retraining needs with the appropriate departments.
• Support continuity planning during emergencies, shortages, or unexpected absences.

5. Escalation and Incident Management

• Manage serious performance, attendance, conduct, and service delivery concerns.
• Review escalations submitted by Team Leaders and other departments.
• Conduct or oversee operational investigations and document findings objectively.
• Coordinate corrective actions with Human Resources and executive leadership.
• Ensure escalations and corrective actions are properly documented and resolved.

6. Cross-Department Coordination

• Coordinate operational matters with Client Relations, Success, HR, Recruitment, and Training.
• Ensure updates are communicated to the appropriate leaders and departments.
• Support onboarding, account transitions, staffing concerns, and offboarding activities.
• Assign clear ownership and timelines for cross-department action items.
• Resolve communication gaps or workflow delays affecting clients, VAs, or internal teams.

7. Reporting and Data Analysis

• Prepare regular Operations reports and summaries for executive leadership.
• Monitor attendance, productivity, KPIs, escalations, and account performance.
• Analyze data to identify operational risks, trends, and improvement opportunities.
• Ensure reports are accurate, timely, and supported by proper documentation.
• Convert findings into clear recommendations and measurable action plans.

8. Process Improvement and Compliance

• Review workflows, procedures, and operational practices for gaps or inefficiencies.
• Develop improvements that strengthen service quality, consistency, and accountability.
• Ensure Operations procedures and SOPs are current and properly implemented.
• Improve trackers, monitoring tools, reporting systems, and communication workflows.
• Ensure compliance with company policies, client requirements, and confidentiality standards.

9. Training and Leadership Development

• Coordinate with Training and Development to assess VA readiness before deployment.
• Review onboarding concerns and training risks that may affect client accounts.
• Support the onboarding and development of Team Leaders and Operations personnel.
• Identify skill gaps and recommend coaching, retraining, or development programs.
• Ensure leaders understand ABS policies, reporting requirements, and escalation procedures.

Key Competencies

• Leadership and people management
• Operational and strategic decision-making
• Client service and account management
• Performance and escalation management
• Data analysis and reporting
• Process improvement
• Organization and prioritization
• Communication and collaboration
• Problem-solving
• Adaptability in a fast-paced remote environment

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Human Resources, or a related field is preferred.
• Three to five years of experience in Operations, workforce management, or client service delivery.
• At least two years of supervisory or management experience.
• Experience managing remote teams, Virtual Assistants, BPO operations, or healthcare support services is preferred.
• Demonstrated experience in performance management, coaching, reporting, and escalation handling.
• Proficiency in Google Workspace, Microsoft Office, productivity tools, and communication platforms.
• Strong written and verbal English communication skills.
• Ability to work during U.S. business hours or graveyard shifts in the Philippines.
• Ability to manage confidential information professionally and discreetly.

Performance Expectations

Success in this role will be measured through:

• Client satisfaction and account retention
• Operational stability and service quality
• VA attendance, productivity, and performance
• Timely resolution of escalations
• Team Leader and Supervisor accountability
• Accurate and timely operational reporting
• Effective process improvements
• Strong cross-department coordination

Compensation and Benefits

• Competitive compensation aligned with leadership experience
• Paid training and structured onboarding
• Fully remote work setup
• Company-issued laptop and headset
• HMO health coverage, subject to eligibility
• Paid Time Off
• Performance-based annual salary increases
• Retention and performance bonuses after six months
• Leadership development and advancement opportunities

ABS provides structured, long-term employment and is committed to developing leaders who support the company, its clients, and its Virtual Assistants.