The Opportunity | Vice President of Operations (Telco Vertical)
The Vice President of Operations (Telco Vertical) is accountable for end-to-end delivery, client satisfaction, financial performance, and people leadership across TP Philippines telecommunications programs. This role leads multi-site, multi-account operations, ensures contractual and regulatory compliance, drives continuous improvement, and partners with Sales, Solutions, Workforce Management, Quality, Training, IT, HR, and Finance to scale profitable growth while delivering a consistently high customer experience.
Reports to: Senior Vice President. Work setup: Philippines-based, with regular on-site presence across delivery locations and periodic client visits as required. This role may support business needs across shifts and peak events.
The Responsibilities & Duties
- Own overall operational performance for Telco accounts (voice, chat, email, social, and back-office), ensuring achievement of SLAs/KPIs including CSAT/NPS, quality, productivity, AHT, FCR, and compliance metrics.
- Lead and develop a high-performing leadership team (Directors/Senior Directors, site leaders, functional partners); build succession plans and strengthen leadership bench across locations.
- Drive client governance: executive business reviews, QBRs/MBRs, stakeholder management, escalation leadership, and proactive risk/opportunity identification.
- Ensure strong financial stewardship: revenue protection, margin delivery, cost management, forecasting accuracy, and capital/business case support for growth initiatives.
- Partner with Solutions and Transition teams to support RFP responses, due diligence, pricing assumptions, and seamless transitions/migrations (new logos, expansions, and transformation programs).
- Establish and run a continuous improvement operating system (Lean/Six Sigma mindset): root-cause analysis, defect reduction, automation enablement, and process standardization across sites.
- Oversee workforce strategy with WFM: capacity planning, hiring plans, scheduling, shrinkage management, attrition mitigation, and seasonality/event readiness.
- Champion quality and training excellence: calibration rigor, coaching effectiveness, learning roadmap, nesting/gradual proficiency, and knowledge management.
- Ensure compliance with contracts, information security, data privacy, and client/regulatory requirements relevant to telecom programs; maintain audit readiness.
- Own employee experience, engagement, and retention initiatives; drive a culture of accountability, inclusion, and performance recognition.
- Manage cross-functional alignment with IT, Security, Facilities, HR, Legal, and Finance to ensure operational resilience and business continuity.
- Identify and execute growth levers (upsell/cross-sell support, new channels, digitization) and deliver measurable transformation outcomes.
The Qualifications
- 15+ years overall experience in customer operations/contact center/BPO/ITO-enabled services, including large-scale people and P&L leadership.
- 8+ years leading multi-site and/or multi-program operations at Director level or above, with proven delivery across complex metrics and contractual obligations.
- 5+ years supporting Telecommunications (wireless, broadband, cable, or telco tech support/care) in a BPO or in-house environment.
- Demonstrated experience leading large organizations (typically 1,000+ FTE total span) through managers and senior leaders.
- Proven track record driving performance improvement and transformation (digital, automation, analytics, channel shift, or process re-engineering).
- Operational leadership: Deep expertise in KPI management, performance rhythms, and running predictable operations across sites and channels.
- Telco domain: Familiarity with common telco journeys (billing, disputes, plan changes, device/handset, provisioning, network troubleshooting, retention/loyalty, collections where applicable).
- Financial acumen: Strong command of P&L levers (revenue, cost per contact, productivity, utilization, shrinkage, attrition cost), forecasting, and margin improvement.
- Client management: Executive presence, negotiation, and influence; ability to translate operational data into strategic recommendations and value narratives.
- Transformation & continuous improvement: Structured problem-solving, RCA, Lean concepts; experience delivering measurable improvements (quality uplift, cost takeout, automation, deflection).
- People leadership: Coaching senior leaders, talent development, succession planning, and building strong accountability culture.
- Workforce strategy: Understanding of WFM planning, scheduling, shrinkage controls, event readiness, and capacity/ramp management.
- Quality & training governance: Calibration discipline, coaching frameworks, learning effectiveness, and knowledge management.
- Data & analytics: Comfort with dashboards and insights (Excel/BI tools), statistical thinking, and decision-making based on trends and leading indicators.
- Risk, compliance & security: Knowledge of data privacy, information security practices, and audit readiness in a BPO environment.
- Communication: Concise written and verbal communication suitable for internal and external executive audiences
