Vice President Operations

About the Job:

• Direct hire with client
• Full time position, 40+ hours per week with flexibility for U.S. daytime hours and possible split shifts.
• Onsite in Makati with a workforce of ~1,200 employees.

The Vice President & Country Head – Philippines oversees the operational and administrative aspects, 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 workforce of ~1,200 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, it reports directly into Global heads.

Key Responsibilities

Operations & Service Delivery

• Oversee daily operations to ensure quality, efficiency, and compliance with SLAs, KPIs, and client contracts.
• Lead and support client and campaign implementations, including U.S. daytime hours (graveyard PH shift) when required.
• Act as the primary liaison between Philippine operations and U.S. leadership, ensuring effective communication and alignment across time zones (may involve split shifts).
• Direct cross-functional teams—Operations, Training, QA, HR, Finance, and Facilities—to deliver seamless service to U.S.-based clients.
• Drive operational excellence through automation, technology adoption, and process optimization.

Financial Leadership

• Manage revenue growth by balancing exceptional service delivery with disciplined margin control.
• Develop and execute strategies to strengthen and scale Philippine operations.
• Identify and capitalize on opportunities for business expansion, efficiency, and value creation.
• Ensure alignment with global strategic objectives and directives.

Administrative & Office Management

• Oversee smooth site operations in Makati, including facilities, supplies, correspondence, and office services.
• Manage administrative, HR, finance, and operations support teams.
• Maintain strong relationships with vendors, landlords, and service providers.
• Enforce organizational policies, workplace standards, and office protocols.
• Ensure compliance with Philippine labor regulations, workplace safety standards, and corporate policies.

People Leadership & Culture

• Build, mentor, and retain a high-performing leadership team.
• Partner with HR on recruitment, employee relations, and compliance with Philippine labor law.
• Foster a culture of collaboration, accountability, client focus, and continuous improvement.
• Promote employee engagement, retention, and leadership development at all levels.

Compliance, Risk & Client Engagement

• Ensure adherence to HIPAA, HITRUST, and other U.S. healthcare regulatory requirements, along with Philippine labor and business laws.
• Oversee audits, certifications, and business continuity planning.
• Serve as the executive point of contact for client escalations, audits, and site visits.
• Collaborate 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 BPO, outsourcing, healthcare operations, or 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, ideally 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.