PH Director

Summary:

The PH Director will lead the Philippine operations, ensuring service delivery excellence, compliance with global standards, and alignment with the organization’s business goals. This role is pivotal in driving performance, enhancing customer and internal client experience, and leading continuous improvement initiatives. The PH Director will report directly to the Director of Operations and the Chief Operating Officer (COO) in the United States, ensuring that country-level execution aligns with regional and global strategies.

Job Description:

1. Strategic Leadership

• Define and implement the country-level strategy for shared services and contact center operations in line with global objectives.

• Collaborate global leaders to drive operational efficiency and business alignment.

• Develop and manage the country business plan, budgets, and forecasts.

2. Operations Management

• Oversee day-to-day operations of the shared services (e.g., HR, Finance, IT support) and/or contact center (customer support, technical support, etc.).

• Ensure SLAs, KPIs, and compliance standards are consistently met or exceeded.

• Coordinate workforce management, including staffing levels, scheduling, and resource allocation.

3. People Management

• Lead, mentor, and develop department heads, team leaders, and operational staff.

• Foster a high-performance culture and employee engagement.

• Oversee talent acquisition, retention strategies, and succession planning.

4. Process Improvement & Transformation

• Champion continuous improvement through Agile/Scrum, Six Sigma, or similar methodologies.

• Implement automation, digitization, and best practices to enhance service delivery.

• Identify and mitigate risks across operational functions.

5. Stakeholder Management

• Act as the primary point of contact for country-level clients, stakeholders, and business units.

• Build strong relationships with internal and external partners.

• Represent the company in meetings with government bodies, vendors, and industry groups as required.

6. Compliance & Risk Management

• Ensure full compliance with local laws, global policies, and industry standards.

• Manage audits, controls, and quality assurance initiatives.

7. Ad hoc tasks

• Ad hoc tasks may be given from time to time.

Minimum Qualification:

• Minimum of 8 years’ experience in C-Level position

• Preferably in a BPO setting

Other information:

• Salary: OPEN

• Work-from-home with 15 days on-site per year

• Night shift (Eastern Standard Time)