The Site Lead is responsible for overseeing the day-to-day operations, strategic direction, and performance of the site. This role ensures service excellence, operational efficiency, and effective stakeholder engagement across geographies, while fostering a strong leadership culture and continuous improvement mindset.
The position will be the company's most senior position in country and will report directly to a senior stakeholder based outside of the Philippines. Direct staff management responsibilities are relatively minimal given the fact the business operates with a matrix reporting structure; thus the vast majority of staff have functional reporting lines to managers located in a variety of global locations.
Job Summary
- Position Title: Manila Site Lead & G&A Leader
- Reporting The role will report to a senior G&A stakeholder based outside the Philippines
- Location One Ayala, Makati, NCR, Philippines
- Work Schedule: Primarily Mid shift with flexibility needed to meet the global scope/demands of the role (including weekends and holidays if/when necessary).
- Work Relationships: Senior Leader outside of PH, Global Stakeholders, Visiting Leaders and Local Teams
The main responsibilities of a SITE LEAD include:
- Manage day-to-day operations of the Manila operation liaising with global leadership and support functions to ensure smooth operations, whilst adhering to the various company global policies on codes of conduct, ethics, cyber security etc.
- Oversee the activities of a multidisciplinary team who provide a range of activities to support both internal processes and a global customer base
- Working alongside global counterparts, ensure SLAs, KPIs, and compliance standards are consistently met or exceeded
- Optimize workflows, resource utilization, and process efficiencies across functional teams.
- Provide overall direction and leadership for site operations in alignment with global business goals and service delivery standards.
- Develop and implement operational plans, performance targets, and growth strategies.
- Represent the site in senior leadership meetings and cross-regional forums.
- Develop and drive a high-performing Manila leadership council, with responsibility for selection, mentoring, coaching, team building
- Provide leadership and guidance to the operations team, fostering a culture of collaboration, innovation, and continuous improvement.
- Foster a culture of accountability, engagement, inclusivity, and continuous learning.
- Lead talent planning, employee engagement initiatives, and succession strategies.
- Work with senior leaders and global stakeholders to build the employer brand and strengthen retention.
- Build and maintain strong relationships with internal and external stakeholders across multiple regions/geographies.
- Collaborate with global service delivery and functional leaders to align on goals, capacity planning, and improvement initiatives ultimately ensuring best practices in the delivery of the company's services/products globally
- Ensure site operations are in compliance with local laws, industry regulations, data security protocols, and company policies.
- Identify potential risks and develop strategies to mitigate them, ensuring business continuity and compliance with relevant regulations and standards.
- Identify areas for improvement in operational processes and workflows to enhance efficiency, quality, and scalability.
- Implement and monitor internal controls and quality assurance processes.
- Champion digital transformation and automation efforts in collaboration with the relevant teams/functions.
- Embrace and promote knowledge management across the operation.
- Stay abreast of industry trends, best practices, and emerging technologies relevant to operational management, fostering a culture of learning and professional development within the Manila site.
To apply, you must be an expert on the following requirements:
- Strong leadership and people management capabilities
- Cross-cultural communication and global stakeholder management
- Operational excellence and service delivery expertise
- Strategic thinking with a hands-on execution mindset
- Experience in shared services or BPO environments
- Knowledge of compliance, risk, and regulatory frameworks
- Excellent verbal, written communication skills with an emphasis on tact, diplomacy and professionalism
- A track record of demonstrating a strong work ethic, integrity and personal accountability
Education and Experience:
- Bachelor's degree in any business-related course; postgraduate studies considered an advantage.
- A minimum of 15 years of professional working experience, with 10 years of senior management experience.
- A minimum of 5 years of in-country or in-region experience in a people management role for a multinational organization based in the Philippines or Asia region.
- Previous experience in a similar role, with responsibility for a site and/or operation of a multinational organization based in the Philippines or Asia region.
- Previous experience in a fast paced, start-up environment is preferred.
- US work experience a plus
- Previous experience establishing and driving strategic initiatives across a business providing services to clients and customers from multiple geographies.
- Demonstrated ability managing and leading teams, driving performance, consistently producing superior results, and cultivating ownership while enforcing company policies and applicable law, someone leads by example and inspires.
- Excellent analytical and problem-solving abilities to identify operational challenges, develop innovative solutions, and drive continuous improvement initiatives
- Proven track record of effectively collaborating cross functionally with both internal and external teams and all key stakeholders (from the very bottom to the very top, aka c-level executives).
- A creative and flexible individual with the ability to thrive in a fast-paced and changing environment.
- Hands on/roll the sleeves up operator, doing whatever is necessary to meet targets, fostering a culture of collaboration and inclusivity while driving innovation and achieving organizational goals.
