Deskripsi Pekerjaan
Architect the Future. Launch the Philippines Hub.
Expounder Corp is proud to partner with a dynamic, global leader in the BPO and Shared Services sector to recruit a seasoned operational executive for a career-defining role. Our client is seeking a Director of Operations & Shared Services (Philippines Launch Lead) to build and scale a strategic operations center from the ground up in Ormoc City, Leyte. This greenfield project demands a visionary leader who can translate a strategic vision into a fully operational, high-performing hub.
As the senior operational leader on the ground, you will own the entire launch lifecycle. Your immediate focus will be on establishing the legal entity, securing a facility, and navigating local regulations. Concurrently, you will develop the operational roadmap, design workflows for call center and back-office support, and recruit the founding team. This role requires a unique blend of entrepreneurial grit and corporate discipline, as you will build the processes and culture from scratch while aligning with global standards.
We are seeking a leader with a proven track record in the Philippine BPO industry who understands the nuances of the local talent market and regulatory landscape. You will be instrumental in positioning Ormoc City as a premier destination for high-value business services. The role offers high visibility with global stakeholders and the autonomy to make decisive, impactful choices daily. Your expertise in contact center technologies, workforce management, quality assurance, and P&L management will be fully utilized as you scale the hub from concept to a multi-hundred seat operation.
Key Challenges & Rewards in This Role:
- Greenfield Launch: Design the operational blueprint, culture, and strategy.
- Executive Impact: Direct reporting line to senior global leadership with significant autonomy.
- Cultural Architect: Define the employee value proposition and build a high-performance culture.
- Strategic Growth: Manage a dynamic scale-up from a small team to a major operations hub.
- Community Impact: Lead the creation of significant employment opportunities in Ormoc City.
The ideal candidate is an inspirational leader who excels in ambiguity and has the operational depth to ensure executional excellence from day one. If you are a visionary Director of Operations ready to leave a lasting legacy in the Philippine Shared Services sector, we invite you to apply and build the future with us.
Tanggung Jawab
- Lead the end-to-end launch and setup of the Philippines operational hub, including site selection, legal entity registration, and infrastructure setup in Ormoc City, Leyte.
- Design and implement the strategic roadmap for Shared Services and Contact Center operations, ensuring alignment with global business goals and quality standards.
- Recruit, train, mentor, and lead a high-performing leadership team and operational staff, fostering a culture of excellence, accountability, and continuous improvement.
- Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) across all operational departments to drive efficiency, cost-effectiveness, and customer satisfaction.
- Develop and manage the operational budget, ensuring cost control while delivering on aggressive growth and service targets.
- Collaborate closely with global stakeholders (USA, APAC) to ensure seamless process migration, knowledge transfer, and integration of new business lines.
- Serve as the primary point of contact for local regulatory compliance, labor law adherence, and maintaining a safe, secure, and engaging work environment.
- Drive innovation through the adoption of best-in-class technologies, automation, and process re-engineering to optimize the shared services model.
Kualifikasi
- 15+ years of progressive experience in Operations Management within the BPO, Shared Services, or Contact Center industry, with at least 5 years in a senior leadership role.
- Proven track record of successfully launching and scaling a new operations site or hub from the ground up (experience in the Philippines or Asia-Pacific is highly preferred).
- Strong business acumen with experience managing P&L, budgets exceeding $5M, and driving revenue growth or cost optimization.
- Exceptional leadership, communication, and stakeholder management skills, comfortable reporting directly to C-level executives.
- Deep understanding of contact center technologies (CRM, WFM, Dialers, IVR, QA platforms) and shared service best practices (Lean, Six Sigma, ITIL).
- Bachelor's degree in Business Administration, Management, or a related field; an MBA or relevant master's degree is highly advantageous.
- Demonstrated ability to attract, develop, and retain top talent in a competitive labor market, building high morale and low attrition teams.
- Willingness to work on-site in Ormoc City, Leyte, and travel internationally as needed for stakeholder alignment.