Country Leader - Philippines

Our client is a global customer experience consulting service provider disrupting the industry with solutions that enable businesses to scale globally while achieving top customer satisfaction. They are focused on the industries of Travel & Hospitality, Logistics, Insurance, Healthcare, Financial Services, and other Tech Businesses. Our client offers delivery in 10 different countries, in 32 languages, with over 29,000 agents. They believe that great customer experiences begin with great human experiences and put their team first to ensure this is achieved.

The successful candidate will connect business strategy with operational execution, build strong client relationships, and ensure consistent achievement of service delivery and financial objectives. The role also provides strategic oversight and cross-functional alignment across Talent Acquisition, Training, Workforce Management (WFM), and Quality Assurance (QA).

This opportunity requires a strategic and commercially minded leader who brings clarity, collaborates effectively, and takes accountability for results in a complex, fast-paced environment.

Key Responsibilities

Operational Leadership

- Lead and develop a multicultural team of Operations Heads, aligning teams around operational and business objectives.
- Ensure consistent achievement of Service Level Agreements (SLAs) and key operational performance targets.
- Review operational performance, identify the root causes of performance gaps, and drive timely corrective action.
- Establish systems and governance for measuring, managing, and improving operational performance.
- Resolve internal and client-related issues that affect operational efficiency and service delivery.
- Ensure Business Continuity Plans are in place and operational risks are appropriately managed.

Business Strategy and Growth

- Develop strategic and tactical plans that address client needs, emerging trends, and industry best practices.
- Build and execute account growth plans to achieve revenue and profitability objectives.
- Establish short- and long-term business goals and translate them into actionable plans.
- Develop strategies that strengthen operational growth, profitability, and client satisfaction.
- Partner with functional and department heads to align operational priorities with broader business objectives.

Client and Stakeholder Management

- Build and maintain strong client relationships to support business performance and account growth.
- Engage clients in regular reviews of operational results, opportunities, and improvement plans.
- Balance client requirements with operational capabilities, business growth, and profitability.
- Collaborate with senior stakeholders across the organization to resolve challenges and deliver shared business goals.

Shared Services and People Leadership

- Provide strategic oversight and cross-functional alignment across Talent Acquisition, Training, WFM, and QA.
- Partner with Shared Services leaders to ensure workforce, capability, quality, and talent strategies support current and future business needs.
- Develop senior operations leaders and strengthen collaboration across multicultural teams.
- Promote a culture of accountability, clear communication, and results.

Continuous Improvement and Innovation

- Lead Lean/Six Sigma and other continuous improvement initiatives across operations.
- Identify and implement opportunities to incorporate AI and automation into business processes and service delivery.
- Drive improvements that strengthen operational efficiency, quality, and the client experience.

Requirements

- 15–20+ years of progressive leadership experience in the BPO/CX industry.
- Significant experience leading large-scale operations teams, preferably across multiple sites and/or clients.
- A strong track record of delivering operational, financial, business growth, and client satisfaction results.
- Experience working with and providing strategic oversight across Talent Acquisition, Training, WFM, and QA within a BPO/CX environment.
- Strong business acumen, including budgeting, financial management, profitability, and business performance.
- Ability to understand financial statements and perform basic financial analysis.
- Strong client relationship, stakeholder management, and influencing skills.
- Demonstrated ability to lead multicultural teams and manage multiple complex priorities.
- Strong strategic thinking and execution skills, with the ability to translate business objectives into actionable plans.
- Lean/Six Sigma knowledge and experience driving continuous improvement.
- Understanding of AI and automation opportunities within business processes and operations.