Vice President of Operations – Philippines

The VP of Operations – Philippines oversees the operational and administrative aspects of Philippine operations, ensuring service delivery excellence, organizational effectiveness, and compliance. This role has direct accountability for revenue growth, profitability, and ensuring compliant operations across all departments. The leader will manage a mostly work-from-home workforce of ~700 employees in Makati City, overseeing operations, finance, HR, administrative support, compliance, safety, and facilities.

This position reports directly to the SVP of Operations and is a key member of the Leadership Team. While this role has local responsibility for HR and Finance, those functions report directly into Global heads.

Key Responsibilities

Operations & Service Delivery

• Oversee daily operations to ensure quality, efficiency, and compliance with SLAs, KPIs, and client contracts.
• Provide oversight of client and campaign implementations, including working U.S. daytime hours (graveyard PH shift) as needed.
• Serve as the primary liaison between Philippine operations and U.S. leadership, requiring overlap with both U.S. and PH daytime hours (may require a split shift).
• Lead cross-functional teams in Operations, Training, QA, HR, Finance, and Facilities to deliver seamless service to U.S.-based clients.
• Drive operational improvements through automation, technology adoption, and process optimization.

Financial Leadership

• Manage revenue growth through exceptional service delivery and disciplined margin management.
• Develop and implement strategies to grow and continuously improve Philippine operations.
• Identify and capitalize on business opportunities, expansion, and efficiency initiatives.
• Ensure alignment with global strategy and directives.

Administrative & Office Management

• Ensure smooth site operations in Makati by managing office services, correspondence, supply requisitions, facilities, and clerical support.
• Oversee administrative, HR, finance, and operations support staff.
• Manage vendor, landlord, and service provider relationships.
• Enforce workplace standards, policies, and procedures (e.g., employee handbook, office protocols).
• Ensure compliance with Philippine labor laws, workplace safety, and organizational policies.

People Leadership & Culture

• Build, mentor, and retain a high-performing leadership team.
• Partner with HR to drive recruitment, employee relations, and compliance with Philippine labor law.
• Foster a culture of collaboration, accountability, client-centricity, and operational excellence.
• Ensure employee engagement, retention, and leadership development across all levels.

Compliance, Risk & Client Engagement

• Ensure compliance with HIPAA, HITRUST, and other U.S. healthcare regulatory standards, alongside Philippine labor and business laws.
• Manage audits, certifications, and business continuity planning.
• Serve as the executive contact for client escalations, audits, and site visits.
• Partner 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 health plan/payer BPO, outsourcing, healthcare operations, 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, in healthcare or managed care. With an 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.

Other Requirements:

• Exceptional fluency in English (verbal and written).
• Willingness to relocate to or be based in Makati City, full-time, on-site.
• Flexibility to work U.S. daytime hours (PH evening shift) as needed, including possible split shifts.