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Sr. Operations Manager (Manila)

Help us shape the future.  Elevate is changing the way legal support services are delivered and we are looking for creative, innovative people who can help.  If you are a client-focused professional who wants your creative and innovative ideas to make a difference, Elevate's team of legal service experts could be the right fit for you.

As a Senior Operations Manager you will manage service delivery for Elevate’s multiple accounts serviced from our Manila office.  You will act as a key liaison between the client and Elevate and ensure the client’s expectations are met.  You will manage a team of professionals to operate at its efficient best.  You will create an operational framework to deliver on service line expectations. You will be working closely with a client’s in-house counsel teams globally including in the Americas, EMEA and APAC. You will be responsible for developing training and mentoring programs. You will work with other teams in different geographies supporting this client and you will interact with Elevate Management.


You might be the right person if you:

  • Have strong operations and people management skills
  • Are looking for a service-orientated role with great growth potential
  • Are passionate about delivering excellent quality and service
  • Are a creative and process orientated thinker who is able to solve problems systematically
  • Have experience or interest in compliance processes, due diligence or financial institutions
  • Are a natural leader who can motivate, mentor and train a team to excellence
  • A good communicator ready to interact with our client directly


Specifically you will:

  • Manage the daily operations of the 12 x 5 team of 70+ people
  • Serve as the main point of contact for client representative(s) and participate in the governance model
  • Identify and monitor all KPIs and SLAs for the service line
  • Define and document workflow processes, SOPs, metrics, and policies
  • Serve as the point of escalation for issue resolution and queries
  • Drive efforts for data collection, analysis and reporting required to manage the operation
  • Manage employee lifecycle (including hiring, performance reviews, development, corrective actions, etc.), supported by our HR team
  • Be responsible for the daily allocation and completion of the work-flow to the team
  • Oversee the internal Quality Assurance process to ensure that team members have the appropriate understanding of the work at hand and action accordingly
  • Provide appropriate oversight, guidance and support to senior, intermediate and junior team members that develops understanding, improves knowledge and promotes an effective operation, including devising suitable training programs
  • Report into the Program Manager regularly, and to other relevant areas in the business (internally or externally) as appropriate to ensure operational effectiveness



  • 10+ years relevant industry experience working in a financial or professional services enterprise or its offshore operations
  • Ability to demonstrate affinity with the regulatory climate governing the financial industry
  • 5+ years of experience managing a team in an operational setting
  • Previous experience supporting individual’s personal development – to support individual learning and knowledge gaps


Skills for Success:

  • Strong leadership skills to effectively support team members
  • Excellent communication skills (verbal and written)
  • Works well in high volume environment
  • High level of attention to detail and strong problem solving skills
  • Proactive approach, effective with minimal guidance
  • Good understanding of reporting (creation, development)
  • Excellent team player, and ability to work collaboratively


Technical Skills:

  • Excellent reporting skills
  • Advanced MS Excel and PowerPoint skills to support and develop all internal and client trackers 



  • MBA or equivalent experience
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