Executive General Manager

2 weeks ago


Quezon City, National Capital Region, Philippines Probe CX Full time

Role Overview:

As the Executive General Manager - Probe CX Philippines, you will be pivotal in leading our Philippines operations. Your primary objective is consistently delivering on our promises to clients, employees, and the business.

Responsibilities:

Client Satisfaction:

  • Ensure the delivery of client KPIs and SLAs across all operations in the country.
  • Maintain regular communication with key client contacts to understand their objectives and identify improvement opportunities.
  • Uphold ProbeCX standards in all client interactions and communications.

Team Empowerment:

  • Support the success and development of direct reports and their teams.
  • Actively participate in client visits, pre-sales activities, and related preparations.
  • Foster collaboration with support/enabling groups to optimize overall performance.

Operational Excellence:

  • Implement and uphold the Probe Modus Operandi (Probe MO) to achieve operational excellence.
  • Lead initiatives to improve service delivery and efficiency across operations.
  • Ensure compliance with workplace health and safety regulations and mandatory training.

Leadership and Growth:

  • Facilitate regular communication channels to keep all employees informed and engaged.
  • Support opportunities for professional development and succession planning.
  • Serve as a role model for Probe's values (NEXT) and behaviors.

Continuous Improvement:

  • Encourage a culture of innovation and constant improvement.
  • Collaborate with cross-functional teams to develop and execute transformation programs.
  • Provide support for new client pricing and operational sales strategies.

Essential Skills and Attributes:

  • Data-driven decision-making
  • Adaptability and resilience in ambiguous situations
  • Commitment to service excellence
  • Pragmatic problem-solving
  • Strong communication skills
  • Relationship-building and Collaboration
  • Autonomy and discretion in decision-making

Qualifications and Experience:

  • Relevant tertiary and/or post-graduate qualifications
  • 15+ years of experience in BPO operational leadership or similar roles, with a focus on Philippines teams
  • Direct experience working with clients

Position Requirements:

  • Willingness to travel domestically and internationally as required
  • Flexibility to work additional hours based on business needs
  • Ability to work across multiple sites as necessary

This role offers a unique opportunity to lead and shape the future of ProbeCX operations in the Philippines. Join us in driving excellence, innovation, and growth in a dynamic and collaborative environment.


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