Business Transformation Director

Location: Onsite – Sibulan, Negros Oriental, Philippines/ Must be willing to relocate
Department: Strategy / Transformation Office
Reports To: Executive Leadership
Employment Type: Full-Time | Senior Leadership Role

Position Overview:
We are seeking a strategic, innovative, and digitally-driven Business Transformation Director to lead our global transformation initiatives. This newly created role will be instrumental in building a transformation office from the ground up, while spearheading programs that drive efficiency, innovation, and enhanced service delivery across our global operations in the US, Mexico, India, and the Philippines.

The ideal candidate brings deep expertise in business transformation, digital technologies, RPA, and operational strategy within a financial services context. This individual must be comfortable navigating ambiguity and leading change in a fast-paced BPO environment.

Key Responsibilities:
- Strategize, lead, and oversee business transformation programs aligned with long-term company goals.
- Build a new transformation department, including structure, team development, and governance models.
- Lead cross-functional, global teams to identify and implement process improvements and operational enhancements.
- Drive adoption of digital technologies, including Robotic Process Automation (RPA), AI, and business intelligence.
- Establish a culture of continuous improvement by embedding Lean, Six Sigma, and Agile methodologies.
- Partner with C-suite leaders, regional heads, and functional units (e.g., Technology, Risk, Compliance, Finance) to execute transformation roadmaps.
- Monitor performance and success metrics using data analytics, KPIs, and predictive insights.
- Foster stakeholder engagement and change adoption at all organizational levels.
- Promote innovation and behavioral science strategies to support cultural and organizational transformation.
- Identify, evaluate, and mitigate risks associated with transformation initiatives.

Required Qualifications & Experience:
- Bachelor’s degree or higher in Business, Management, or a related field; equivalent experience may be considered.
- 10+ years of experience in business transformation, process improvement, or operational strategy within financial services.
- Demonstrated success in leading large-scale transformation programs in global or multi-regional settings.
- Hands-on experience with RPA platforms and digital automation technologies.
- Deep understanding of AI technologies such as machine learning, NLP, and data science.
- Strong knowledge of change management methodologies (e.g., PROSCI, ADKAR).
- Experience working in BPO or shared services environments.
- Excellent communication and stakeholder management skills with the ability to influence at C-level.

Preferred Qualifications:
- Lean Six Sigma (Black Belt) or Agile certification.
- Experience implementing emerging technologies in customer operations.
- Exposure to behavioral science, organizational psychology, or culture change initiatives.
- Track record of innovation in customer experience and service delivery.
- Experience working with global platforms and tools such as:
Northridge (Loan System)
LPC (Lease System)
NICE (Call Center Platform)
Call Miner (Quality Assurance System)
ClickUp (Work Management)
FiServ (Card Operations)

Soft Skills & Leadership Qualities:
- Strategic thinker and visionary leader
- High adaptability to change and ambiguity
- Strong decision-making and analytical skills
- Excellent mentoring, coaching, and people development abilities
- Energetic, forward-thinking, and results-oriented

Physical Requirements:
- Must be able to sit or stand for extended periods.
- Close and medium-distance vision, hearing, and verbal communication required.
- Occasionally required to lift items weighing up to 35 lbs.
- Ability to use standard office tools such as a computer, mouse, keyboard, printer, and phone.

Additional Notes:
This job description outlines the primary duties and responsibilities of the position. Responsibilities may evolve based on business needs and organizational strategy.