Job Description
Key Accountabilities
1. Financial Performance & Commercial Discipline
- Drive cost optimization across recruitment, operations, and shared services
- Monitor cost per FTE, operational cost ratios, and budget vs actual variance
- Align pricing, salary benchmarking, and market competitiveness
- Mitigate cash flow risks through alignment of payroll, billing, and collections
2. Client Management and Relationship
- Act as executive owner of client relationships, particularly VIP and high-risk accounts
- Drive high NPS, CSAT, renewals, and account growth
- Oversee full client lifecycle: onboarding to retention
- Lead escalations and ensure accountability across teams
- Drive proactive engagement and structured client communication
3. Service Delivery Excellence
- Oversee recruitment, HR lifecycle, payroll, timekeeping, compliance, and IT onboarding
- Ensure SLA adherence, time-to-fill, quality of hire, and payroll accuracy
- Maintain high standards of delivery quality and issue resolution
4. Workforce Strategy & Performance Management
- Own full workforce lifecycle from hiring to disengagement
- Drive retention, performance, and engagement
- Ensure alignment of workforce planning with business growth
- Establish accountability frameworks across teams
5. Operational Excellence & Scalability
- Design scalable workflows and systems
- Drive process standardization, efficiency, and continuous improvement
- Optimize productivity, cost per resource, and utilization rates
- Ensure strong reporting and operational visibility
6. Cross-Functional Leadership & Alignment
- Lead Talent Fulfillment, Operations, IT, and People & Culture
- Break silos and drive collaboration
- Build accountability for outcomes across functions
- Coach leaders to improve ownership, communication, and performance
7. Leadership, Culture & Engagement
- Champion company culture and values
- Drive employee engagement and leadership development
- Build succession pipelines and high-performing teams
8. Risk Management & Compliance
- Ensure compliance with Philippine labor laws and regulations
- Manage legal, financial, and operational risks
- Oversee onboarding compliance, data security, and governance
- Maintain audit readiness and compliance with accreditations (e.g., ISO, DOLE)
Qualifications & Experience
- 20+ years of leadership experience, with 10-15 years in senior roles
- Experience managing large-scale operations (1,000+ workforce)
- Strong client management and stakeholder engagement background
- Expertise in end-to-end Philippines operations (recruitment, HR, payroll, IT, compliance)
- Experience in shared services environments
- Proven ability to scale and optimize operations
- Exposure to global clients (AU, US, UK)
- Strong financial and commercial acumen
- Experience leading cross-functional teams
- Ability to operate at both strategic and execution levels
- High resilience and decision-making capability in fast-paced environments
