5,644 IT Operations jobs in the Philippines

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The Team

The Launch Operations team in the Content Platform Operations & Publishing (CPOP) org houses several work streams and helps deliver quality operational work for Netflix at scale. The team at large is responsible for delivering high quality content launches on our service. This requires thorough and meticulous audits across a variety of setups.

If you are analytically minded, your attention to detail is unmatched, you excel at challenging the status quo and influencing change, you thrive in a global team, possess a high level of intellectual curiosity and demonstrate strong judgment in the face of ambiguity, then this role is for you.

The Role

The Launch Operations Specialist will be responsible for auditing complex tool setups involving data validation to ensure seamless title launches on Netflix. They will also be responsible for troubleshooting escalated issues in a timely manner.

This role is primarily tactical and does not have any direct reports.

Key Responsibilities:

• Conduct thorough audits of title setups to ensure launches are seamless
• Regularly update dashboards/task management queues to ensure that audit tasks are flowing seamlessly and on-time
• Be operational masters ensuring tasks are completed with established SLAs while maintaining high quality standards
• Become well-versed in the Netflix tooling ecosystem in order to flag issues to be actioned on by others
• Create, maintain and contribute to workflow documentation (e.g. specs, training documentation, tooling guides) for broader use
• Action on high volume of ad-hoc, complex or high-context tasks in a timely manner
• Develop operational and technical expertise as it relates to title launches

Required Experience/Skills:

• 5+ years in asset and/or project coordination
• Ability to thrive in a fast-paced environment
• Experience in fast-paced operational setup where SLA adherence is critical
• Excellent project management skills and the ability to keep multiple priorities moving at the same time
• Strong attention to detail and ability to quickly adapt to in-flight project changes and XFN stakeholder requests
• Adept in project tracking and task management systems such as Airtable and
• Adept in effectively prioritizing high volume of concurrent tasks with expedited timelines
• Ability to grasp technical workflows quickly
• Adaptability to switch across different work streams or projects, depending on business needs
• Experience in working on global teams with diverse backgrounds and perspectives
• Clear, concise, and flexible communicator
• Japanese/Korean language skills are a plus, but not required
• Must be amenable to working hybrid, 2-3 times onsite per week in our Makati office

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job Description: Key Responsibilities:

Quality Assurance & Monitoring

• Develop and implement quality assurance policies, procedures, and standards.
• Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.
• Ensure compliance with client-specific and internal quality benchmarks.
  Conduct regular audits and provide actionable feedback to agents and team leaders.

Team Management

• Lead, mentor, and manage a team of Quality Analysts.
• Conduct regular cadence with internal stakeholders and clients .
  Set performance goals and conduct performance reviews for QA team.

Reporting & Analysis

• Analyze quality data and trends to identify areas of improvement.
• Prepare and present quality reports to senior management and clients.
  Track and report on key quality metrics such as CSAT, FCR, AHT, and QA scores.

Process Improvement

• Identify process gaps and recommend improvements to enhance service delivery.
• Collaborate with training and operations to address performance gaps.
  Drive initiatives for continuous improvement and best practices.

Client Interaction

• Act as a point of contact for client quality discussions and audits.
  Ensure client expectations are met or exceeded in terms of quality standards.

Qualifications:

• Bachelor's degree in any discipline (preferred: Business, Management, or related field).
• A minimum of 10+ years of experience in Quality Assurance within a BPO environment.

At least 2 years in a managerial or supervisory role

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The Team

The Launch Operations team in the Product Discovery & Promotion org houses several work streams and helps deliver quality operational work for Netflix at scale. The team at large is responsible for delivering high quality content launches on our service. This requires thorough and meticulous audits across a variety of setups.

If you are analytically minded, your attention to detail is unmatched, you excel at challenging the status quo and influencing change, you thrive in a global team, possess a high level of intellectual curiosity and demonstrate strong judgment in the face of ambiguity, then this role is for you.

The Role

The Operations Specialist will be responsible for auditing complex tool setups involving data validation to ensure seamless title launches on Netflix. They will also be responsible for troubleshooting escalated issues in a timely manner.

This role is primarily tactical and does not have any direct reports.

Key Responsibilities:

• Conduct thorough audits of title setups to ensure launches are seamless
• Regularly update dashboards/task management queues to ensure that audit tasks are flowing seamlessly and on-time
• Be operational masters ensuring tasks are completed with established SLAs while maintaining high quality standards
• Become well-versed in the Netflix tooling ecosystem in order to flag issues to be actioned on by others
• Create, maintain and contribute to workflow documentation (e.g. specs, training documentation, tooling guides) for broader use
• Action on high volume of ad-hoc, complex or high-context tasks in a timely manner
• Develop operational and technical expertise as it relates to title launches

Required Experience/Skills:

• 5+ years in asset and/or project coordination
• Korean language skill is required for this role
• Ability to thrive in a fast-paced environment
• Experience in fast-paced operational setup where SLA adherence is critical
• Excellent project management skills and the ability to keep multiple priorities moving at the same time
• Strong attention to detail and ability to quickly adapt to in-flight project changes and XFN stakeholder requests
• Adept in project tracking and task management systems such as Airtable and
• Adept in effectively prioritizing high volume of concurrent tasks with expedited timelines
• Ability to grasp technical workflows quickly
• Adaptability to switch across different work streams or projects, depending on business needs
• Experience in working on global teams with diverse backgrounds and perspectives
• Clear, concise, and flexible communicator
• Must be amenable to working hybrid, 2-3 times onsite per week in our Makati office

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job Summary
The AVP of Training will lead the development and execution of training strategies for life and annuities insurance processes within a BPO environment. This role requires a seasoned leader with a proven track record in managing training functions and a deep understanding of life and annuities insurance operations. The AVP will ensure that training programs align with organizational goals, regulatory requirements, and client expectations.

Job Description

Job Summary:

The AVP of Training will lead the development and execution of training strategies for life and annuities insurance processes within a BPO environment. This role requires a seasoned leader with a proven track record in managing training functions and a deep understanding of life and annuities insurance operations. The AVP will ensure that training programs align with organizational goals, regulatory requirements, and client expectations.

Responsibilities

Key Responsibilities:

• Training Strategy & Execution:
• Develop and implement comprehensive training programs for life and annuities insurance processes.
• Collaborate with senior leadership to align training initiatives with business objectives and client requirements.
• Monitor and evaluate the effectiveness of training programs, making adjustments as necessary to ensure continuous improvement.
• Team Leadership & Development:
• Lead, mentor, and manage a team of trainers and training managers.
• Conduct regular performance evaluations and provide coaching to enhance team capabilities.
• Foster a culture of continuous learning and professional development within the training team.
• Curriculum Design & Delivery:
• Oversee the design and development of training materials, including manuals, e-learning modules, and assessments.
• Ensure training content is up-to-date, accurate, and compliant with industry standards and regulations.
• Facilitate training sessions as needed, especially for high-priority or complex topics.
• Compliance & Quality Assurance:
• Ensure all training programs comply with relevant regulatory requirements and industry best practices.
• Collaborate with compliance and quality assurance teams to integrate compliance topics into training curricula.
• Monitor training outcomes to ensure adherence to quality standards and identify areas for improvement.
• Stakeholder Engagement:
• Serve as the primary liaison between the training department and internal/external stakeholders.
• Communicate training strategies, progress, and outcomes to senior leadership and clients.
• Address and resolve any training-related issues or concerns raised by stakeholders.

Qualifications

Qualifications:

• Education:
• Bachelor's degree in Business Administration, Insurance, Education, or a related field.
• Advanced certifications in training, insurance, or related areas are a plus.
• Experience:
• Minimum of 10 years of experience in training and development, with at least 5 years in a leadership role.
• Extensive experience in life and annuities insurance operations within a BPO or similar environment.
• Proven track record of developing and implementing successful training programs.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in instructional design and adult learning principles.
• Familiarity with e-learning platforms and training software.
• In-depth knowledge of life and annuities insurance products, processes, and regulationss

Preferred Qualifications:

• Certifications such as LOMA (Life Office Management Association) or equivalent.
• Experience with digital learning tools and platforms.
• Knowledge of performance metrics and data analysis related to training effectiveness.

Job Description: Job Summary:

The AVP of Training will lead the development and execution of training strategies for life and annuities insurance processes within a BPO environment. This role requires a seasoned leader with a proven track record in managing training functions and a deep understanding of life and annuities insurance operations. The AVP will ensure that training programs align with organizational goals, regulatory requirements, and client expectations.

Responsibilities: Key Responsibilities:

• Training Strategy & Execution:
• Develop and implement comprehensive training programs for life and annuities insurance processes.
• Collaborate with senior leadership to align training initiatives with business objectives and client requirements.
• Monitor and evaluate the effectiveness of training programs, making adjustments as necessary to ensure continuous improvement.
• Team Leadership & Development:
• Lead, mentor, and manage a team of trainers and training managers.
• Conduct regular performance evaluations and provide coaching to enhance team capabilities.
• Foster a culture of continuous learning and professional development within the training team.
• Curriculum Design & Delivery:
• Oversee the design and development of training materials, including manuals, e-learning modules, and assessments.
• Ensure training content is up-to-date, accurate, and compliant with industry standards and regulations.
• Facilitate training sessions as needed, especially for high-priority or complex topics.
• Compliance & Quality Assurance:
• Ensure all training programs comply with relevant regulatory requirements and industry best practices.
• Collaborate with compliance and quality assurance teams to integrate compliance topics into training curricula.
• Monitor training outcomes to ensure adherence to quality standards and identify areas for improvement.
• Stakeholder Engagement:
• Serve as the primary liaison between the training department and internal/external stakeholders.
• Communicate training strategies, progress, and outcomes to senior leadership and clients.
• Address and resolve any training-related issues or concerns raised by stakeholders.

Qualifications: Qualifications:

• Education:
• Bachelor's degree in Business Administration, Insurance, Education, or a related field.
• Advanced certifications in training, insurance, or related areas are a plus.
• Experience:
• Minimum of 10 years of experience in training and development, with at least 5 years in a leadership role.
• Extensive experience in life and annuities insurance operations within a BPO or similar environment.
• Proven track record of developing and implementing successful training programs.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in instructional design and adult learning principles.
• Familiarity with e-learning platforms and training software.
• In-depth knowledge of life and annuities insurance products, processes, and regulationss

Preferred Qualifications:

• Certifications such as LOMA (Life Office Management Association) or equivalent.
• Experience with digital learning tools and platforms.
• Knowledge of performance metrics and data analysis related to training effectiveness.

• Job Description: The role requires a good understanding of the BPO industry from a cross-functional perspective, especially operations and migrations. In addition, a good understanding of technology tools/applications is required.

• Great working knowledge in MS Office applications: ability to create documents, Excel based files and Powerpoint presentations.

• Extensive understanding of the Business Travel industry and its components

• Strong people management and leadership skills.

• Capability to communicate with large teams - the role requires articulating out responses in a manner that makes the overall proposal compelling.

• Good networking capability and Client facing skills

• Ability to multitask and handle high pressure situations

• Ability to see the big picture in creating an innovative response. The role requires ability to clearly understand of client needs and finding solutions that help the client.

Responsibilities: Essential Functions

• Oversee and manage day-to-day operations to ensure all metrics are met, revenue is maximized and team performance is optimized
• Coordinate operational needs to proactively address potential service delivery concerns
• Coordinate with the Senior Leadership to revise goals and plans as necessary
• Implement company policies in all areas of the operations, establish goals for each team and monitor each team's performance against KPI targets
• Coordinate and participate in the completion of all Operations standards and/or makes recommendations for improvements in overall performance including policies and procedures
• Recommend measures that will improve team performance and communicate all client expectations clearly with peers, Assistant Managers and Travel Counselors
• Recognize Assistant Managers' needs and expectations for them to effectively carry out their tasks
• Monitor Assistant Managers' level of efficiency in handling their respective Travel Counselors, provide coaching and delegate certain tasks that will develop their leadership, problem solving and decision making skills
• Recognize performers and recommend development plan for qualified performers
• Recommend and help implement employee engagement activities that will help in retain key performers
• Prepare and recommend staff schedules based on opportunities identified and volume trend
• Develop procedures/guidelines that will improve policies and quality standards
• Ability to take on ad hoc tasks as required
• Ability to work effectively in a dynamic, fast-paced environment
• Preferably with minimum of 2 years experience managing an account with GDS tools such as Sabre, Galileo & Apollo

Qualifications: Education Requirements

Graduate

Work Experience Requirements

Extensive management / leadership experience and capability in the Travel industry (minimum of 2 yrs experience)

Job Description: Basic Function:

• Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.
• Support client's strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products

Responsibilities: Essential Functions:

• Manage teams and ensure Service Level and quality targets are met
• Collaborate with client's Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Monitor team performance and display a clear level of understanding of all performance reporting
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Provide coaching and feedback to team members to enable them to improve their performance
• Provide inputs on process and system to the team members
• Manage the team's adherence to rostered schedules through real time monitoring
• Ability to manage difficult conversations, irate customers and escalations
• Client interaction, where required at the level of supervisors
• Effectively manage queue and balancing of work loads
• Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement
• Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change

Qualifications: Skills:

• Knowledge of the function, process and systems
• Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance etc.
• Team management, Coaching and feedback ability
• Excellent written and verbal communication
• Knowledge of the Insurance industry
• Excellent comprehension skills – read and interpret business requirements
• Working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
• Planning skills - ability to prioritize tasks and deliver per deadlines
• Adherence to EXL and client policies, code of conduct
• Efficient with Time management

Education Requirements:

• Graduate with at least fifteen (15) years of education in any discipline

Work Experience Requirements:

• Minimum 2-years' experience in Leadership role in BPO voice operations; Insurance experience preferred

We're looking for a hands-on Operations Coordinator to help us with key functions in office and retail setting

Qualification:

• Candidate must possess at least a Bachelor's/College Degree in any field.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Can handle multi-tasking work and highly organized.
• Work experience is an advantage.