Powering One of the World's Most Influential Media Networks
Our client is a leading Australian information and services company, connecting with millions of customers each month through an extensive portfolio of digital platforms, apps and brands. With decades of industry leadership and a strong presence across print, digital, and broadcast platforms, they continue to innovate in how audiences access news and information.
Joining their team means contributing to a company that shapes public conversation, invests heavily in digital transformation, and empowers leaders to build high-performing teams that support global audiences.
Job Description
As Head of Operations, you will lead the Manila contact centre that supports a global audience, ensuring operational excellence, strong culture, and high-performing teams that deliver consistent customer outcomes. This role places you at the center of strategic execution for a globally recognized media organization.
Job Overview
Employment type: Full time
Shift: Shifting (AU shift; must be flexible and open to weekends, holidays, and overtime)
Work setup: Onsite, Megatower, Ortigas
Exciting Perks Await!
- Competitive Salary Package
- Day shift schedule
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati)
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
- Minimum 7+ years of senior operational leadership experience (Site Director, Head of Operations, or General Manager level) within a large-scale BPO, captive, or vendor-partnered offshore environment
- Proven experience managing third-party vendor relationships (similar BPO facility providers), including SLAs, facility governance, and joint HR initiatives
- Demonstrated success in a highly complex environment, excelling at executing strategies designed by peer functional leaders (WFM, QA, Training) rather than operating in a silo
- Exceptional cultural leadership skills with a proven track record of reducing attrition, driving high employee engagement scores, and building a unified site identity
- Deep understanding of contact centre floor management, real-time operational execution, and bridging the gap between offshore execution and onshore expectations
- Experience supporting Australian customers and partnering directly with Australian onshore executives is highly regarded
Ideal Leader Profile
- May Malayong Pananaw - Visionary leader and strategic pioneer who anticipates challenges, identifies opportunities, and guides operational strategy
- May Malasakit - Fiercely customer-obsessed and deeply invested in creating a supportive workplace culture
- Sandigan - A resilient anchor who thrives under pressure and provides stability and leadership when challenges arise
- Palaban at Matatag - A bold outcome-driver who partners seamlessly with offshore teams to deliver results and maintain operational excellence
Your Daily Tasks
Strategic Leadership & Vision
- Act as the senior site leader for the Manila operation, translating strategic roadmaps from Australian leadership into effective daily operational execution
- Manage the vendor relationship with Emapta to ensure facilities, IT infrastructure, and HR partnerships support uninterrupted premium service delivery
- Serve as the executive operational voice on the ground, providing insights on site performance, implementation challenges, and cultural alignment
- Drive site-wide initiatives that unify teams across service functions into a cohesive Manila site identity aligned with Australian business goals
Operational Excellence & Performance Management
- Oversee end-to-end operational performance of the Manila site, ensuring all teams meet SLAs, productivity targets, and QA standards
- Partner with the Head of Insights & WFM to optimize schedule adherence, real-time utilization, and queue management
- Partner with the Head of Retention and Head of Service to achieve performance targets including saves, resolution, and customer effort reduction
- Identify operational or facility bottlenecks and implement corrective actions to maintain high service standards
Culture, Engagement & People Leadership
- Champion a high-performance culture built on psychological safety, strong engagement, and customer-centric outcomes
- Act as the cultural bridge between the Manila site and Australian headquarters to maintain a unified one team mindset
- Work closely with Emapta and internal HR teams to implement engagement initiatives, recognition programs, and site events
- Provide mentorship and leadership to the operational management team to strengthen resilience and capability
- Foster a culture of Madiskarte (resourcefulness), empowering teams to solve problems creatively and take ownership
Stakeholder Management & Cross-Functional Partnership
- Act as the central connector across Manila operations and the Heads of Service, Retention, WFM, and Service Delivery
- Partner closely with the Australian Head of Service Delivery & Capability to ensure training, QA frameworks, and continuous improvement initiatives are effectively implemented
- Lead site-level business reviews with Australian leadership and Emapta stakeholders to ensure transparency in vendor performance and operational results
- Host onshore stakeholders during site visits, showcasing operational excellence and cultural alignment
Compliance, Risk & Governance
- Ensure compliance with Australian regulatory standards, data privacy laws, and internal policies within the Emapta facility
- Own the Business Continuity Plan (BCP) for the Manila site, coordinating with IT and facilities to mitigate operational risks
- Maintain strict standards for ethical conduct, data security, and operational transparency
- Support incident management by partnering with functional leaders to resolve major service disruptions and implement improvements
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!
