Country Manager
Location: Quezon City, Philippines
Status: Confidential Search
Note: Only candidates currently residing in the Philippines will be considered.
We are seeking an experienced Country Manager to join a growing Business Process Outsourcing (BPO) organization supporting global clients. This role will oversee large-scale contact center operations in Quezon City and play a key leadership role in building operational excellence, client satisfaction, and long-term growth in the Philippine market.
The ideal candidate is a dynamic operational leader with deep BPO experience, strong client management skills, and a proven track record of managing large teams in high-performance environments.
Key Responsibilities:
Operational Leadership:
- Provide strategic direction and leadership to ensure operational excellence and consistent achievement of key performance indicators (KPIs) across all programs.
Client Management:
- Develop and maintain strong relationships with key clients, ensuring alignment between operational delivery and client expectations while driving high levels of satisfaction and retention.
Team Leadership:
- Lead, mentor, and develop a high-performing operations team while fostering a culture of accountability, collaboration, and continuous improvement.
Performance Optimization:
- Implement operational best practices and process improvements to increase efficiency, enhance service quality, and improve overall client outcomes.
Financial Management:
- Oversee budgeting, forecasting, and cost management to drive strong financial performance and operational profitability.
Compliance & Risk Management:
- Ensure adherence to internal policies, regulatory requirements, and operational risk management standards.
Technology & Innovation:
- Leverage operational technologies, workforce tools, and data analytics to improve service delivery and operational scalability.
Strategic Planning:
- Partner with executive leadership to develop and execute strategic initiatives that support business growth and expansion in the Philippine market.
Reporting & Analytics:
- Use data-driven insights and performance analytics to monitor operations, identify improvement opportunities, and support informed decision-making.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field required; MBA preferred.
- 10+ years of progressive leadership experience in the BPO industry, including experience managing large-scale contact center operations.
- Strong understanding of customer service, technical support, sales, and back-office operations in a BPO environment.
- Demonstrated success leading large operational teams and consistently delivering against KPIs and service level targets.
- Excellent communication, negotiation, and stakeholder management skills.
- Strategic thinker with strong problem-solving ability and data-driven decision-making skills.
Additional Requirement
- Candidates must currently reside in the Philippines, with preference given to those located in Quezon City or the greater Metro Manila area.
