Delivery Centre Leader

Role Summary:

The Delivery Centre Leader for Philippines will be responsible for leading and managing the Centre's operations in alignment with global strategies. The role includes overseeing delivery excellence, talent development, stakeholder engagement, and operational continuity while ensuring compliance with company quality, risk, and governance standards.

Key Responsibilities:

As Delivery Centre Head:

• Serve as the face of Philippines for local community engagement, particularly in HR, recruitment, and employee value proposition initiatives.
• Drive Centre's culture and ensure alignment with broader values and delivery standards.
• Establish the Philippines Centre as the employer of choice for delivery and compliance professionals.
• Chair the Centre's Leadership Team and lead governance and decision-making structures.
• Lead local people initiatives including GPS (Global People Survey), employee retention, mentoring, and career development.
• Accountable for local staff welfare budget and discretionary spending outside of solution budgets.
• Oversee corporate functions (HR, IT, Admin, Risk) to ensure a stable and scalable support system for client delivery.
• Represent locally, fostering alignment with the Philippines member firm leadership.
• Facilitate operationalization of new global processes and drive adoption within the Centre.
• Lead CSR, Inclusion & Diversity, and Employee Engagement programs locally.

As Head of Delivery:

• Integrate Philippines Centre operations into the broader framework, ensuring seamless service delivery of global and regional functions.
• Collaborate with global/regional function leaders to develop and grow the Centre's service offerings based on market needs.
• Drive strategic expansion including jurisdictional growth, team scale-up, delivery excellence, and client-centric innovation.
• Ensure operations are integrated using global tools, technologies, policies, and methodologies.
• Coordinate cross capabilities delivery models (e.g., with Philippines or across) where applicable.
• Develop a high-performance culture that delivers consistent, high-quality client experience.
• Lead monthly KPI planning and analysis (quality, financials, resource management).
• Ensure annual financial targets are met and adjusted according to sales volume and business dynamics.
• Ensure compliance with company quality and risk management standards.
• Facilitate operational reporting and strategic decision-making based on performance insights.

Strategic Focus Areas:

• Client Management: Oversee client transitions, solutioning, and project onboarding to the Centre.
• Sales Alignment: Represent Philippines in global and regional sales initiatives.
• Risk Management: Assess and escalate risks appropriately across delivery and support services.
• Process Excellence: Implement First Pass Yield, Lean, and Continuous Improvement methodologies to drive delivery innovation.
• Business Continuity: Maintain compliance with BCP and certifications like ISO/SOC through rigorous internal audits.
• Efficiency & Cost Management: Optimize delivery team utilization, cost-to-serve, and implement year-over-year efficiency plans.
• Innovation: Drive digital transformation and automation aligned with global initiatives.

Required Qualifications & Experience:

• Minimum 15 years of progressive experience in shared services, compliance, tax, process or technology delivery in a global environment.
• Strong leadership track record, including managing large-scale teams across functions and geographies.
• Proven success in team hiring, engagement, succession planning, and culture-building.
• Experience managing risk, quality, and client satisfaction in a matrixed delivery organization.
• Strong command of process excellence and continuous improvement methodologies (e.g., Lean, Six Sigma).
• MBA, FP&A, or equivalent post-graduate education is preferred.
• Excellent communication and collaboration skills across global stakeholders.