Philippines Operations Leader

Overview

Job Type: Full-Time

Reports To: Managing Director, Head of Philippines

NOTE: This role will be an expatriate assignment in our new site in the Philippines for 3-4 years. Candidates must be willing to relocate during the assignment.

The Operations Lead for the Philippines site is responsible for developing and executing a comprehensive operations strategy that aligns with enterprise-wide objectives. This role involves formulating and implementing policies and outcomes, developing new operational procedures, and continuously enhancing existing processes to achieve optimal efficiency. The Operations Lead will also translate objectives into actionable plans with a medium- to long-term view, ensuring that the operations function is streamlined and effective.

Additionally, this role includes monitoring key performance indicators, preparing regular reports for senior management, and using data-driven insights to inform decision-making and strategic planning.

The Operations Lead for the Philippines site is responsible for developing and executing a comprehensive operations strategy that aligns with enterprise-wide objectives. This includes formulating policies, implementing outcomes, developing new procedures, and enhancing existing processes for optimal efficiency. The role involves translating objectives into actionable plans with a medium- to long-term view, monitoring key performance indicators, preparing regular reports for senior management, and using data-driven insights for strategic planning.

Collaboration with stakeholders and business owners in the US is crucial for effective strategy implementation across regions. The Operations Lead will engage with cross-functional teams, foster productive relationships, and facilitate timely and effective communications between the Philippines site and US counterparts. This position requires strong leadership to manage the operations team, a focus on continuous improvement, and the ability to optimize resource allocation.

Additionally, the Lead will identify potential risks, develop strategies, and ensure compliance with regulatory requirements and industry standards.

Operations Strategy and Execution:

• Formulate and implement a comprehensive operations strategy for the Philippines site, ensuring alignment with enterprise-wide objectives and integration with US organization goals.
• Develop and administer goals, objectives, plans, and policies to drive operational efficiency and effectiveness.
• Oversee the ongoing setup and operationalization of the new operation, ensuring necessary infrastructure, technology, and processes are in place.

Process Improvement And Quality Management

• Develop new operational procedures and systems to enhance efficiency and productivity, continuously assessing and refining existing processes.
• Ensure quality and service standards are maintained, along with client-specific contractual requirements, focusing on quality and customer service best practices.
• Implement best practices for call center and coverage review operations, including workforce management, call routing, and customer interaction protocols.

Stakeholder And Client Collaboration

• Engage with stakeholders and business owners in the US to ensure alignment and collaboration, facilitating communication and coordination between the Philippines site and US counterparts.
• Foster ongoing client relationships by troubleshooting escalated issues and providing timely updates on progress.

Leadership And Team Development

• Lead the operations function for the Philippines site, including the enablement teams (training, quality, workforce planning), providing direction and support to managers and their teams.
• Develop and build leadership talent and capability within the team, providing stretch learning and development assignments to leaders.
• Develop and execute a robust talent acquisition strategy to attract and hire skilled call center professionals, and implement retention strategies to maintain a motivated and high-performing workforce.

Performance Monitoring And Reporting

• Monitor key performance indicators (KPIs) to track progress and identify areas for improvement, preparing and presenting regular reports on operational performance to senior management.
• Use data-driven insights to inform decision-making and strategic planning, capacity, ensuring follow-through on operational commitments and creating efficiencies.

Risk And Resource Management

• Identify potential risks and develop mitigation strategies to ensure operational continuity, implementing policies and procedures to maintain compliance with regulatory requirements and industry standards.
• Optimize resource allocation to ensure efficient and effective use of personnel, technology, and budget, managing operational budgets and financial performance to meet organizational goals.
• Develop and maintain a comprehensive business continuity plan to ensure the site can operate effectively during disruptions,…