Sr. Vice President of Operations

Transcom is looking for talented individuals like you to join our awesome team Be the next Sr. Vice President of Client Delivery/Operations for our Transcom Pasig site.

Join our Transcom Family as a Vice-President of Operations

The SVP of Operations, Country Manager is responsible first for managing the service delivery for all clients within their assigned portfolio. This includes all operational functions, quality, and training. This role encompasses full accountability for all aspects of business operations, including achieving or surpassing client performance expectations, meeting or exceeding financial targets and growth objectives all while ensuring strict compliance with local business permits and laws.

This pivotal role involves complete oversight of every facet of our business operations, partnering with peers across supporting functions, to deliver on objectives for all stakeholders.

• Direct management of the team responsible for delivering client performance objectives.
• Oversee all Contact Center requirements and operations.
• Manage the organizational structure and ensure its effectiveness.
• Recruit and assemble a high-caliber team.
• Develop and implement strategic plans and performance targets.
• Create and execute operational plans.

• Drive the evolution of work verticals to align with industry trends.
• Ensure training programs align with worker skill levels.
• Conduct ROI analysis and pursue relevant certifications.
• Position the company strategically within the competitive landscape.

• Meet financial and impact targets.
• Support the preparation of forecasts and budgets.
• Forecast expenditures accurately.
• Take ownership of budget variances.
• Ensure compliance with the company's recruitment, compensation, and spending practices.

• Power of attorney (signatories/financial filings/tax filings/audits)
• Directorships
• Uphold Transcom values and integrity - can speak on behalf of the country - uphold Transcom laws
• Health & Safety
• Legal representation of the company
• Membership of a country board (if required)
• General responsibilities for contracts and agreements pertaining to the country (leases/facilities/Utilities/local permits/contracts)
• Budget responsibility at the country level
• Oversight and coordination with other support groups like IT, Facilities, etc. to ensure seamless delivery of services to our clients.
• (legal) Representing the company in (external) local relations:
  • Local communities
  • Governmental bodies
  • Local vendors (landlords, utilities, etc)
  • Local financial transactions: petty cash etc
  • Employers associations

What we are looking for:

To be successful in this role you must…

• Bachelor's degree in Business Administration, Operations Management, or a related field (preferred)
• Proven experience leading process improvement initiatives using Six Sigma methodologies;
• Green Belt or Black Belt certification required
• Proven track record in senior management roles, preferably within the BPO industry.
• Exceptional strategic, analytical thinking and leadership abilities.
• Strong financial acumen with experience in budget management.
• Excellent communication, negotiation, and decision-making skills.
• In-depth knowledge of Contact Center/BPO operations, industry certifications, and market dynamics.
• Demonstrated ability to lead and inspire teams to achieve operational excellence.
• Ability to drive organizational change and foster engagement and innovation.

• English: Upper intermediate, at least C1
• Second language is an asset

What's in it for YOU?

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom's Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like
At Transcom, we're relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.