About this role
COMPANY CONFIDENTIAL - Provider of critical infrastructure services.
Overall purpose and responsibilities of the role:
Lead all Philippine operations for the company’s Global Capability Center (GCC), ensuring high-performance delivery of all departments serving their US entity counterparts. Serve as the senior-most in-country executive, responsible for people, operations, compliance, culture, and growth. Act as strategic partner to U.S. leadership, providing insights, reporting, and operational recommendations.
Duties and Responsibilities:
Leadership & Strategy
Provide overall leadership and direction for the Philippine GCC, ensuring alignment with company goals.Build and scale teams across all Support functions.Drive operational excellence through performance KPIs, SLAs, and continuous improvement initiatives.Develop the GCC’s annual operating plan, budget, and staffing roadmap with US team guidance and input
Operations Management
Oversee day-to-day operations, ensuring productivity, quality, and timely service delivery.Implement standard operating procedures (SOPs), controls, and workflows across departments.Monitor utilization, capacity planning, and staffing optimization. People Management & CultureRecruit, develop, and retain strong leadership and high-performing teams.Foster a culture of accountability, transparency, and proactive communication.Implement employee engagement, retention, and development programs.Oversee performance management and talent planning.
Client & Stakeholder Management
Serve as senior point of contact for U.S. stakeholders.Provide regular operational reporting, dashboards, and insights into performance trends.Participate in client calls, process reviews, and business development opportunities.Ensure adherence to SLAs and timely resolution of escalations.
Compliance, Risk & Governance
Ensure compliance with Philippine labor law, BIR regulations, and government reporting.Oversee internal controls, data security standards, and quality assurance frameworks.Manage legal and regulatory issues as needed.Ensure vendor, lease, and government compliance for office operations.
Financial & Administrative Oversight
Oversee local budgeting, forecasting, and cost management.Review payroll, benefits, and compensation frameworks and ensure alignment where possible with US processesCollaborate on pricing, cost models, and margin planning for the GCC.
Requirements
8–12+ years leadership experience in BPO, shared services or GCC operations.Prior country manager experience requiredProven ability to scale organizations from startup to medium/large teams.Excellent communication and stakeholder-management skills.Knowledge of Philippine labor, BIR and operational compliance.Experience handling different departments like HR, Finance etc.Experience leading 100+ headcount organizations is a plus.Bachelor’s degree required.Open to candidates outside Cebu – willing to relocate
Key Competencies
Strategic thinking and executionStrong leadership presenceAnalytical and data-drivenProcess improvement mindsetHigh emotional intelligenceExcellent communicationProblem solving and escalation managementCultural alignment with U.S. business environment
Working hours / Job Type: Monday to Friday - 10pm to 7am Philippine time (Will follow EST time zone 95% of the time)
Location: Cebu