Operations Director

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.

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.

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.

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.