Operations & Performance Manager

Location: Remote (International)

Job Type: Full-Time

About the Role

We're looking for an experienced Operations & Performance Manager to lead, coach, and develop a high-performing remote team.

This is not a traditional management role. We're looking for someone who can identify performance gaps, build effective processes, coach employees to succeed, and create systems that drive measurable results.

While this role supports our Accounts Receivable & Collections operation, we're not specifically looking for someone from a collections background. We're looking for an exceptional people leader with strong operational management experience.

If you've successfully managed teams in customer service, contact centres, operations, insurance, claims, BPO, collections, or another performance-driven environment, we'd love to hear from you.

Key Responsibilities

- Lead, coach, and develop a remote team.
- Build a culture of accountability and continuous improvement.
- Identify performance gaps and implement practical solutions.
- Train and coach employees on objection handling and customer communication.
- Develop onboarding and ongoing training programmes.
- Monitor KPIs and team performance using data and reporting.
- Improve workflows, processes, and operational efficiency.
- Conduct regular coaching sessions and performance reviews.
- Address underperformance through structured coaching and development plans.
- Allocate workload effectively to maximise team performance.
- Support escalated customer situations when required.

Requirements We're looking for someone with proven leadership experience rather than a specific industry background.

Essential

- Experience leading and developing high-performing teams.




- Strong coaching and people management skills.
- Experience identifying performance gaps and implementing improvements.
- Excellent problem-solving and decision-making abilities.
- Experience managing KPIs, productivity, and performance metrics.
- Outstanding verbal and written English communication skills.
- Excellent organisational and time management skills.
- Strong Excel or Google Sheets skills.
- Comfortable working in a fully remote environment.

Preferred Experience in one or more of the following:
- Operations Management
- Contact Centre Management
- Customer Service Leadership
- Business Process Outsourcing (BPO)
- Insurance or Claims
- Accounts Receivable or Collections
- Performance Management
- Process Improvement

What Success Looks Like Within your first few months, you'll:
- Improve team performance and consistency.
- Strengthen coaching and employee development.
- Implement new processes that improve efficiency.
- Increase accountability across the team.
- Improve objection handling and communication skills.
- Deliver measurable operational improvements.

What We Offer
- Fully remote position.
- Competitive salary based on experience.
- Career growth opportunities.
- An international, collaborative team.
- The opportunity to make a real impact by improving people, processes, and performance.

Our Core Values
- Tenacious
- Communicative
- Innovative
- We Are a Team

Apply Now If you're a strong people leader who enjoys developing teams, improving operations, solving problems, and driving performance, we'd love to hear from you.

Please submit your CV along with a brief introduction outlining your leadership experience and why you'd be a great fit for this role.

Job Type: Full-time

Work Location: Remote

📌 Operations & Performance Manager (Colombia)
🏢 Your Virtual Adjuster
📍 Colombia