We are seeking an experienced and results-driven Operations Director to lead our service delivery operations in Manila, Philippines. In this strategic leadership role, you will oversee the end-to-end service delivery function, ensuring exceptional service quality, operational excellence, and customer satisfaction. You will be responsible for managing cross-functional teams, optimizing processes, and driving continuous improvement initiatives to meet organizational objectives and exceed client expectations.
Responsibilities:
- Develop and execute comprehensive service delivery strategies aligned with organizational goals and client requirements
- Lead, mentor, and manage service delivery teams, fostering a culture of accountability, excellence, and professional development
- Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure consistent service quality and operational efficiency
- Analyze service delivery metrics and performance data to identify trends, gaps, and opportunities for improvement
- Implement process optimization initiatives using methodologies such as Lean or Six Sigma to enhance operational efficiency and reduce costs
- Manage vendor and supplier relationships to ensure quality service delivery and cost-effectiveness
- Oversee budget planning, resource allocation, and financial management for the service delivery function
- Coordinate with stakeholders, including clients, internal departments, and senior leadership, to ensure alignment and satisfaction
- Develop and implement risk management strategies to mitigate service delivery disruptions
- Conduct regular quality assurance reviews and audits to maintain compliance with organizational standards and industry best practices
- Drive continuous improvement through regular team feedback, training programs, and knowledge sharing initiatives
Qualifications
- Minimum 15 years of overall experience of which 8 years are of progressive experience in service delivery management or related operations management roles
- Proven track record of leading and managing large, diverse teams in a corporate environment
- Excellent people management skills, developing leaders and managing large teams.
- Strong expertise in process optimization, performance management, and operational excellence
- Demonstrated ability to analyze complex data, develop actionable insights, and make data-driven decisions
- Excellent project management skills with experience managing multiple concurrent initiatives
- Proficiency in budget management, financial analysis, and cost optimization
- Strong communication and interpersonal skills with the ability to engage effectively with stakeholders at all levels
- Solid understanding of quality assurance principles and continuous improvement methodologies
- Proficiency with business intelligence tools, CRM systems, and data analysis software
- Preferred: Experience with multi-site or regional service delivery operations
- Preferred: Familiarity with risk management frameworks and business continuity planning
