Operations Manager
Keywords Studios
Pasig, Metro Manila, Philippines
6d ago


  • Manage and take control of multiple projects concurrently. Oversee projects in other service lines if and when needed, for example if a client requires it.
  • This will be decided on a case by case basis.

  • Assume full ownership on assigned projects and make sure clients expectations are met, assigning a team accordingly and if needed by reasonably adjusting processes and setups.
  • If needed and in cooperation with the Business Development Management Team, assess scope for new projects and prepare estimates and quotes for clients.
  • Advise clients on best practices and agree on project processes and timelines.
  • Prepare schedules and liaise with the Team Leads and facilities based on availability and suitability for the project.
  • Organize and lead kick off meetings for assigned projects.
  • Manage day-to-day client interaction in conjunction with Leads and assigned team.
  • Act as client contact at a management, workflow and strategy level on assigned projects.
  • Participate in designing and improving processes, methodologies and tools.
  • Define test strategy in accordance with project schedule and budget requirements.
  • Define and take part in pre-test workflow and division of team responsibility.
  • Plan project activities in order to maximize the use of specific resources (either specialized staff or equipment).
  • Assign roles and coordinate workflow within the project team.
  • Communicate department software and hardware requirements to the Line Manager.
  • Set up and maintain projects in internal financial database system.
  • Track and manage project budgets and operational profitability and ensure timely and accurate billing.
  • Provide relevant and thorough briefings to the Team Leads and agents, and ensure that the overall project strategy and client expectations are understood by all members of the teams.
  • Track and manage performance and KPIs of the project.
  • Proactively manage changes in project scope, identify potential risks, and devise contingency plans.
  • Ensure correct quality control procedures are carried out on all projects.
  • Ensure project documents are complete, current, and stored appropriately.
  • Report project statuses and information to management team on a regular basis.
  • Initiate milestone reviews and post project reviews and action any process changes / improvements accordingly.
  • Develop and foster lasting relationships with client personnel.
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships.
  • Facilitate team and client meetings effectively.
  • Resolve and / or escalate issues in a timely fashion.
  • Maintain and communicate Team Leads’ and agents’ performance records, including providing feedback and mentoring on an ongoing basis.
  • Adhere to and provide input into all Keywords policies, processes and security.
  • Requirements

    Skills, Knowledge and Ability


  • Agility, versatility, capacity to embrace change
  • Minimum 2 years’ experience in a Project Management, or Client support management in the Video Games or BPO industry
  • Must possess can-do’ attitude
  • Client-facing and negotiation skills
  • Ability to work effectively and decisively under pressure
  • Ability to handle multiple projects and multiple project types concurrently
  • Ability to effectively manage a team and act as a role model to team members
  • Highly organized with the ability to prioritize tasks
  • Ability to prepare and control a work schedule and deliver to budget
  • Ability to prepare, interpret, and effectively utilize management information reports
  • Ability to analyze problems, recommend and implement effective solutions
  • Is a leader, capable of rallying teams to achieve common goals together and inspire success in others
  • Awareness of the bigger picture, considers the project, client, company, and team when making decisions
  • Actively approaches others for their ideas and suggestions
  • Resolves conflicts with tact and maturity
  • Provides team direction and clarity and timely, clear and actionable performance feedback
  • Demonstrates a keen eye for errors / inconsistencies in both their own and others contribution, highlighting or amending these as appropriate
  • Understanding of games development process
  • Advanced skills with MS Excel and Google Sheets
  • Experience with working in an international environment.
  • Excellent verbal and written communication skills in English
  • Desirable

  • 5+ years of Game industry experience
  • Formal Project Management techniques or training such as PMP
  • Experience with Project Management tools such as MS Project
  • Benefits

  • Competitive salary and benefits
  • Fun working environment
  • All about Video Games!
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