Vice President Operations

SYSGEN RPO Makati, National Capital Region, Philippines

Location: Makati, National Capital Region, Philippines

Key Responsibilities

• Oversee daily operations to ensure quality, efficiency, and compliance with SLAs, KPIs, and client contracts.
• Lead and support client and campaign implementations, including U.S. daytime hours (graveyard PH shift) when required.
• Act as the primary liaison between Philippine operations and U.S. leadership, ensuring effective communication and alignment across time zones (may involve split shifts).
• Direct cross-functional teams—Operations, Training, QA, HR, Finance, and Facilities—to deliver seamless service to U.S.-based clients.
• Drive operational excellence through automation, technology adoption, and process optimization.
• Manage revenue growth by balancing exceptional service delivery with disciplined margin control.
• Develop and execute strategies to strengthen and scale Philippine operations.
• Identify and capitalize on opportunities for business expansion, efficiency, and value creation.
• Ensure alignment with global strategic objectives and directives.

Administrative & Office Management

• Oversee smooth site operations in Makati, including facilities, supplies, correspondence, and office services.
• Manage administrative, HR, finance, and operations support teams.
• Maintain strong relationships with vendors, landlords, and service providers.
• Enforce organizational policies, workplace standards, and office protocols.
• Ensure compliance with Philippine labor regulations, workplace safety standards, and corporate policies.
• Build, mentor, and retain a high-performing leadership team.
• Partner with HR on recruitment, employee relations, and compliance with Philippine labor law.
• Foster a culture of collaboration, accountability, client focus, and continuous improvement.
• Promote employee engagement, retention, and leadership development at all levels.
• Ensure adherence to HIPAA, HITRUST, and other U.S. healthcare regulatory requirements, along with Philippine labor and business laws.
• Oversee audits, certifications, and business continuity planning.
• Serve as the executive point of contact for client escalations, audits, and site visits.
• Collaborate with U.S. executives on escalations, negotiations, and client relationship management.

Qualifications

Education: Bachelor’s degree in Business Administration, Management, Operations, or related field (MBA preferred).

Experience:

• 10+ years of leadership experience in BPO, outsourcing, healthcare operations, or office administration, with at least 5 years in a senior role managing large teams.
• Proven record of delivering revenue and margin targets.
• Strong experience in U.S.-based client servicing, ideally in healthcare or managed care, with emphasis on claims processing and understanding claims adjudication.
• Solid background in office management, HR, finance, and facilities oversight.

Skills:

• Strong strategic, analytical, and financial management capabilities.
• Excellent leadership, communication, and stakeholder management skills.
• Proficiency with HRIS, payroll, accounting, and productivity systems.
• Tech-savvy, adaptable, and able to drive automation in processes.

Details

• Seniority level: Executive
• Employment type: Full-time
• Job function: Business Development, Consulting, and Other
• Industries: Outsourcing and Offshoring Consulting, Staffing and Recruiting, and Operations Consulting

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