Head of Corporate Quality and Operational Compliance

Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

The Head of Corporate Quality and Operational Compliance will lead the enterprise quality, operational compliance, risk, assurance, and governance agenda for TP Philippines. Working through a matrix structure, this leader will set common standards, independently assess performance and control effectiveness, and partner with operational and functional leaders to strengthen service quality, regulatory and contractual compliance, audit readiness, incident prevention, and sustainable business improvement.

The role combines strategic oversight with execution discipline across corporate quality, process governance, second-line compliance, client audits, security risk assessments, incident governance, and continuous improvement. The leader will provide clear risk and quality insights to Philippines and global executives while driving accountability for remediation, standardization, and measurable operational outcomes.

This leader operates as the Philippines enterprise authority for corporate quality and operational compliance while partnering closely with business and functional owners who retain day-to-day execution accountability. Success requires balancing independence and constructive challenge with strong partnership, ensuring that standards are practical, risks are transparent, and remediation is owned by the appropriate operational leaders.

The Responsibilities & Duties

• Enterprise quality and operational compliance strategy: Define and govern the Philippines corporate quality and operational compliance framework, aligned with global policies, client commitments, applicable regulations, ISO standards, COPC principles, and business priorities.

• Matrix leadership: Influence Operations, Training & Quality, Workforce Management, Information Security, Technology, HR, Legal, Client Services, and other functions without relying solely on direct authority; establish clear decision rights, governance forums, escalation paths, and shared accountabilities.

• Quality governance and standardization: Establish common operating standards, SOPs, control requirements, quality audit mechanisms, and a Common Minimum Standards assessment framework across sites and programs.

• End-to-end process effectiveness: Assess critical operational journeys across transactional quality, training, workforce management, service delivery, and support functions; use process mapping, FMEA, VSM, RCA, and statistical analysis to remove systemic gaps, duplication, and failure points.

• Second-line compliance and risk oversight: Lead independent compliance monitoring, risk assessments, control testing, and challenge activities; identify material exposures, recurring findings, and emerging threats, and escalate when remediation is delayed or ineffective.

• Client assurance and audits: Govern client audits, due diligence reviews, control walkthroughs, evidence readiness, contractual assessments, and executive responses. Maintain centralized oversight of client commitments and corrective action plans through closure.

• Security risk and incident governance: Oversee security risk assessments for new and existing programs; partner with Information Security and incident-management teams on root-cause analysis, corrective and preventive actions, recurring-event trends, and control enhancements.

• Continuous improvement and transformation: Sponsor Lean Six Sigma, waste-reduction, automation, and AI-enabled quality initiatives that improve customer outcomes, productivity, control effectiveness, and audit accuracy.

• Performance and executive reporting: Establish objectives, KPIs, KRIs, dashboards, and governance cadences covering quality performance, compliance exposure, audit findings, aged actions, incident trends, and business impact. Present insights and recommendations to country, regional, global, and client stakeholders.

• Remediation and accountability: Drive timely, sustainable closure of audit findings, compliance gaps, risk actions, and contractual commitments; validate that corrective actions address root causes and remain effective.

• Functional leadership: Lead and develop corporate quality, compliance, client audit, security risk assessment, and related assurance teams; manage workforce planning, capability building, budgets, and succession.

The Qualifications

• 15+ years of progressive leadership experience across corporate quality, operational excellence, risk, compliance, audit, client assurance, information-security governance, or operational risk within a large-scale BPO, shared-services, or similarly complex regulated environment.

• Mandatory Certifications: Must hold Lean Six Sigma Master Black Belt certification and experience in Corporate Quality, Certified CQA, COPC Implementation Leader/Auditor certification, and ISO 9001:2015 Lead Auditor certification. CISA, CIA, ISO 27001 Lead Auditor, ISO 31000, CCEP, or a comparable risk, compliance, audit, security, or quality credential

• Proven success designing and governing enterprise quality, compliance, and assurance frameworks across multi-site operations supporting significant client portfolios and large employee populations.

• Strong command of process governance, Lean Six Sigma, quality management systems, regulatory and contractual compliance, audit methodology, risk assessment, incident governance, and corrective-action management.

• Demonstrated ability to lead through influence in a matrix organization, align senior stakeholders, preserve independent oversight, and convert risk and quality insights into operational action.

• Executive-level communication, governance facilitation, strategic planning, program management, analytical judgment, confidentiality, and team-building capability.

• Experience using digital tools, automation, analytics, and AI-enabled monitoring to improve quality assurance and compliance effectiveness.

• Willingness to travel across Philippines sites and key global delivery locations as required.

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.