PH Director [Shared Services/BPO]

About the role

The PH Director will lead the Philippine operations, ensuring service delivery excellence, compliance with global standards, and alignment with the organization's business goals. This role is pivotal in driving performance, enhancing customer and internal client experience, and leading continuous improvement initiatives. The PH Director will report directly to the Director of Operations and the Chief Operating Officer (COO) in the United States, ensuring that country-level execution aligns with regional and global strategies.

Key responsibilities

• Define and implement the country-level strategy for shared services and contact center operations in line with global objectives
• Collaborate with global leaders to drive operational efficiency and business alignment
• Develop and manage the country business plan, budgets, and forecasts
• Oversee day-to-day operations of the shared services and/or contact center
• Ensure SLAs, KPIs, and compliance standards are consistently met or exceeded
• Coordinate workforce management, including staffing levels, scheduling, and resource allocation
• Lead, mentor, and develop department heads, team leaders, and operational staff
• Foster a high-performance culture and employee engagement
• Oversee talent acquisition, retention strategies, and succession planning
• Champion continuous improvement through Agile/Scrum, Six Sigma, or similar methodologies

About you

• Minimum of 8 years' experience in C-Level position
• Preferably in a BPO setting