Service Operations Leadership Supporting Global Journalism and Digital Platforms
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 a strong focus on digital transformation, data-driven insights, and customer engagement, they continue to evolve how audiences consume news and information.
Joining their team means contributing to an organization that values innovation, leadership, and customer experience while operating at global scale.
Job Description
As Head of Service, you'll lead a high-performing Manila contact centre responsible for delivering exceptional support experiences that strengthen customer trust, loyalty, and brand reputation across global audiences.
This leadership role places you at the center of operational strategy, people development, and service innovation.
Job Overview
Employment type: Full time
Shift: Day Shift, Shifting Rest Days (AU shift; must be flexible and available for weekends, holidays, and occasional extended hours as needed)
Work setup: Onsite, Megatower, Ortigas
Exciting Perks Await!
- Competitive Salary Package
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- HMO coverage with free dependent upon regularization
- Day shift schedule
- 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
Skills and Experience
- Minimum 7+ years in customer management leadership experience (Head of or Director level)
- At least 5 years experience supporting Australian customers across various demographics and locations
- Strong background in home-delivery service and product offering strategy design and execution (e.g., fibre internet/telecom services, home delivery services such as Uber Eats, Deliveroo, etc.)
- Proven experience managing multi-tiered teams (e.g., managing Team Leaders or Managers, not just frontline staff) and scaling a service function
- Deep comfort with CX analytics and operational data, with expert capability to interpret insights, identify bottlenecks, and forecast improvements
- Solid proven history of pioneering a startup at scale or successfully rolling out systemic transformations
Ideal Leader Profile
- Tagapanguna - A strategic pioneer and startup builder who will do what's needed to deliver the vision
- May Malasakit - A fiercely customer-obsessed leader who drives best-in-class CX outcomes
- Tagapagtaguyod - An engaging people leader and culture champion who fosters a highly engaged environment
- Mapanuri - A relentlessly curious leader passionate about change and continuous improvement
Your Daily Tasks
Strategic Leadership & Vision
- Define and execute the strategic roadmap for the Manila contact centre, aligning operational priorities with Australian business objectives and customer experience goals
- Set clear performance expectations for Team Leaders and Team Coaches, ensuring accountability across operational functions
- Lead long-term workforce planning, capability frameworks, and succession strategies for sustainable growth
- Champion innovation and digital transformation initiatives using technologies such as Genesys, Salesforce, PowerBI, and knowledge management platforms
- Serve as the Voice of the Manila operation in strategic forums, influencing company-wide service delivery strategy
Operational Excellence & Performance Management
- Own end-to-end accountability for contact centre KPIs including CX, QA, Productivity (AHT/ACW/ASA), Performance (ATS/Utilisation/Occupancy), and SLA/GOS
- Identify operational risks and opportunities and implement corrective actions to maintain or exceed performance targets
- Drive cost efficiency and budget management while maintaining service quality and team well-being
Culture, Engagement & People Leadership
- Build a high-performance culture centered on psychological safety, accountability, learning, and customer outcomes
- Lead recruitment, onboarding, and talent development strategies with HR and Training teams
- Drive engagement initiatives supporting agent well-being, recognition, and career progression
- Provide mentorship and coaching to Team Leaders and Team Coaches
- Foster a culture of Madiskarte (resourcefulness), encouraging teams to challenge the status quo and take ownership
Stakeholder Management & Cross-Functional Partnership
- Build strong partnerships with stakeholders across Australia and the Philippines including executives and functional leaders
- Facilitate business reviews presenting performance insights and strategic recommendations
- Partner with Training and Development teams to align capability programs with business needs
- Represent the Manila operation in cross-functional projects and strategic planning initiatives
Compliance, Risk & Governance
- Ensure compliance with Australian regulatory requirements, industry standards, and internal policies
- Identify and mitigate operational, reputational, and compliance risks
- Maintain governance frameworks across QA, data privacy, workforce management, and incident management
- Lead investigations and root cause analysis for major service incidents
- Champion ethical conduct, transparency, and accountability across the operation
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!
