
Executive Director
7 days ago
We are seeking an experienced leader to drive operational effectiveness and organizational success across our Manila site.
Key Responsibilities:- Operational Leadership & Strategy:
- Oversee the day-to-day operations in Manila, ensuring high levels of efficiency and productivity.
- Develop and execute KPI frameworks that improve customer satisfaction, reduce escalations, and enhance employee engagement.
- Lead site-level planning for resource allocation, budget alignment, and growth strategies.
- Cross-Functional Alignment & Governance:
- Chair monthly cross-functional meetings to drive alignment across departments, ensuring a unified direction.
- Partner with HR to strengthen recruitment, onboarding, training, and retention processes.
- Employee Engagement & Culture:
- Foster a culture of accountability, inclusion, and continuous improvement, driving measurable engagement score improvements.
- Host all-hands meetings to ensure visibility into business priorities, celebrate successes, and reinforce global direction.
- Regional Collaboration & Travel:
- Travel quarterly to Bangalore, India, to oversee technical support operations, conduct site reviews, and ensure consistency.
- Share best practices across sites, standardizing processes and accelerating time-to-performance for new programs.
- At least 15+ years of progressive leadership experience in operations, site management, or customer service within BPO, technology, or global service delivery.
- Proven ability to lead large-scale, multilingual operations (200+ staff) and deliver measurable KPI improvements.
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