About the Role
As the Operations Lead, you will oversee end‑to‑end operations for the Philippines delivery center, with full accountability for service performance, people leadership, financial outcomes, and continuous improvement.
This role is suited for a proven centre lead, someone who has run operations end to end, led managers, owned performance outcomes, and successfully navigated operational and/or transformation change. You will play a critical role in ensuring the centre consistently delivers against business expectations while evolving to meet future needs.
This is a hands‑on senior leadership role with a strong focus on service quality, performance management, stakeholder engagement, and operational transformation.
Key Responsibilities
Centre Leadership & End‑to‑End Operations Ownership
- Act as the overall Centre Lead, with end‑to‑end responsibility for operations, people, performance, and service outcomes
- Lead centre operations holistically, ensuring alignment across functions and consistency in service delivery
- Own operational performance, service quality, engagement, and scalability of the centre
- Drive a strong culture of accountability, ownership, and continuous improvement
Operations & Strategic Delivery
- Develop and execute operational strategies aligned with broader business objectives
- Identify opportunities to streamline processes, improve efficiency, and manage costs
- Partner closely with Finance and senior stakeholders to drive operational and financial effectiveness
- Conduct regular performance reviews and recommend service delivery and operating model enhancements
Leadership & People Management
- Lead, coach, and develop leadership teams and people managers across the centre
- Set clear goals and expectations, manage SLAs, and hold teams accountable for outcomes
- Drive performance management discipline across all levels of the organisation
- Build high‑performing teams through capability building, succession planning, and engagement initiatives
- Foster a collaborative, inclusive, and results‑driven culture
Service Delivery & Performance Management
- Drive consistent service quality and operational excellence across all services
- Define, track, and manage KPIs, SLAs, and service metrics
- Produce dashboards and insights that enable data‑driven decision‑making
- Lead quality assurance initiatives to continuously improve customer and stakeholder satisfaction
Governance, Transformation & Continuous Improvement
- Manage budgets, headcount planning, and resource allocation
- Maintain strong service governance and senior stakeholder relationships
- Lead or contribute to operational transformation, change, or optimisation initiatives
- Champion continuous improvement, standardisation, and best‑practice adoption across the centre
What We're Looking For
- Bachelor's degree in Business, HR, or a related discipline (preferred)
- 8–10+ years experience leading service delivery or operations functions
- Proven experience as a Centre Lead or in a role owning centre operations end to end, including people leadership and performance management
- Strong background in operational leadership, service performance, and financial oversight
- Prior transformation or significant change experience is a strong advantage
- Demonstrated ability to lead teams through change and drive sustainable improvement
- Strong analytical, problem‑solving, and decision‑making skills
- Excellent communication and senior stakeholder management capability
