About this role
Operations Director, Government Services
Lead a High-Impact Government Services Operation
We are seeking an experienced and dynamic Operations Director to lead our Government Services operations in Manila. This is a strategic leadership role responsible for overseeing multiple programs supporting key government clients, including the U.S. Department of Defense (DoD) and the U.S. Department of Veterans Affairs (VA) .
As the senior on-site leader, you will drive operational excellence, workforce engagement, compliance, governance, and service delivery performance across our Manila-based Government Services organization. You will play a critical role in ensuring consistent execution, achievement of contractual commitments, and the continued growth of Manila as a trusted and scalable delivery hub.
If you are a proven operations leader with experience managing large teams, driving accountability, and delivering results in highly regulated environments, we would like to hear from you.
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What You'll Do
Site Leadership & Governance
- Provide visible leadership and operational oversight for all Government Services teams in Manila.
- Establish strong governance practices, operating rhythms, and accountability frameworks.
- Align site objectives with regional and global business strategies.
- Lead initiatives that enhance operational effectiveness, employee engagement, and performance culture.
Operational Excellence
- Ensure delivery of contract KPIs, SLAs, and business objectives across multiple programs.
- Oversee workforce planning, staffing strategies, scheduling, and capacity management.
- Support program leaders in resolving operational challenges and escalations.
- Drive consistency and standardization across service delivery operations.
Compliance & Quality
- Ensure adherence to corporate policies, contractual obligations, and operational procedures.
- Lead quality assurance and continuous improvement initiatives.
- Maintain audit readiness and compliance with relevant regulatory requirements.
- Monitor performance data and implement corrective actions where necessary.
People Leadership
- Lead, coach, and develop a team of operational leaders and managers.
- Partner with HR to strengthen recruitment, onboarding, succession planning, and talent development.
- Foster a culture of accountability, collaboration, and high performance.
Stakeholder Management
- Act as the primary liaison between Manila operations and global Government Services leadership.
- Partner closely with HR, Finance, IT, Facilities, and other support functions.
- Provide regular executive-level reporting on operational performance, risks, and opportunities.
Business Continuity & Crisis Management
- Support business continuity and disaster recovery planning.
- Lead site-level emergency preparedness and response activities.
- Ensure operational resilience across all Government Services programs.
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What We're Looking For
Experience
- Significant experience in senior operations leadership, site management, or service delivery leadership roles.
- Proven success managing large, multi-functional teams in KPI-driven environments.
- Demonstrated ability to improve operational performance, workforce discipline, and policy adherence.
- Experience leading managers and developing leadership capability across teams.
- Strong track record of implementing operational change and driving continuous improvement.
- Experience working within global organizations and matrix structures.
- Exposure to government services, military programs, healthcare operations, BPO/shared services, or other highly regulated environments is highly desirable.
Skills & Competencies
- Strong strategic and operational leadership capabilities.
- Excellent stakeholder engagement and influencing skills.
- Ability to drive accountability and performance at all organizational levels.
- Quality management and continuous improvement expertise.
- Strong analytical and problem-solving skills.
- Deep understanding of Philippine workplace practices and employment standards.
- Exceptional communication and leadership presence.
Qualifications
- Bachelor's degree required.
- Advanced degree or relevant professional certifications are advantageous.
- Excellent written and spoken English.
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Why Join Us?
This is a unique opportunity to:
- Lead a critical Government Services operation supporting high-profile government programs.
- Shape the culture, governance, and future direction of a growing Manila delivery hub.
- Work alongside global leaders in a highly collaborative environment.
- Influence meaningful operational improvements that directly impact service excellence and client outcomes.