Operations Leader
Metro Manila, Philippines
1d ago

About the Position :

Delivery Head is accountable for the overall cross-domain delivery of services of our clients across Philippine region. As a Global Lead he is expected to manage and Lead 100+ workforce in Philippines

Delivery Head reports to the Operations Leader - Asia and will be responsible for Operations delivery in Philippine.

Occasional travel on the basis of business need.

Responsibilities : Inward facing -

Inward facing -

  • Leading, Growing & Mentoring an enthusiastic team of high energy Professionals and making then successful leaders
  • Business Planning Work with Leadership team and cross functional team in defining and implementation
  • Being a Change Agent for all Org wide Change Management initiatives
  • Maintain High level of Data Privacy relating to Internal and External Client data
  • Drive compliance with legal and internal financial processes.
  • Responsible for Internal Audits
  • Create an effective working environment focused on associate development, satisfying work experiences and accountability for results.
  • Operations Management

  • Overall accountability for delivery of services to the client across Global location
  • Drive Innovation, Efficiency and Productivity elements
  • Accountable for ensuring that, at a minimum, client-specific Service Levels (SLAs) and Key Performance Indicators (KPIs) are met.
  • Drive standardization, continuous process improvement, and integration across domains and market.
  • Develop and maintain a collaborative relationship with the Information Technology (IT) in order to communicate client priorities, provide education on the contractual, financial and governance models, and actively resolve resource constraints and prioritization issues.
  • Ultimate escalation point for service delivery issues in the markets.
  • Financial Management

  • Directly responsible for Revenue and Growth P&L Management across Philippines region
  • Align managers and associates within the team to client and market P&L plans
  • Accountable for the sizing process (receipt, assignment, costing, submission, sizing tracking and billing initiation) of all Change Requests (CRs).
  • Monitor and identify areas where requests for services are not included in baseline and collaborate with client to recover revenue.
  • Educate teams on contract and performance incentives and penalties.
  • Identify and pursue revenue opportunities and discuss in coordination with the BD / Sales for pursuit.
  • Outward facing

  • Developing deep rooted relationship with existing and new customers / vendors across Philippines
  • Owner and Responsible for CSAT (Customer Satisfaction) Survey
  • Providing them Overall Account Management as Business Consulting, as required
  • Striking a good balance between Client and Team needs
  • Align with Sales / BD and provide the required support for aggressive growth
  • Qualifications :

  • Bachelor’s degree in related field or equivalent professional level work experience.
  • Certified Payroll Management and / or Certified Human Resources designations considered an asset.
  • 15+ years of professional experience (At least 12+ years in BPO environment
  • Must have led cross cultural teams spread across the globe (Multi Country)
  • Delivered in a variety of challenges and multiple experiences in operations and / or IT management including P&L ownership.
  • Proven track record on executing on client deliverables at leadership level.
  • Demonstrated experience in leading and creating strategy for a client and organization
  • Led commercial operations at scale.
  • Strategic Thinker & Results driver
  • Excellent Client facing and People management skills
  • Should exhibit high customer sensitivity and service orientation
  • Presentation & Influencing skills
  • Good Financial Acumen and Eye for Detail
  • Lead Team Achievement
  • Innovation and Change Management
  • Adaptable Work across boundaries
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