VP Site Operations

Swbc; Monterrey; On-site; MXN 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Substance-free workplace

Pre-employment drug testing

Job summary

SWBC seeks a Site Leader for our Mexico operation, responsible for overall leadership, administration, and management of the site. You will act as the senior on-site representative, ensuring a safe, compliant, and efficient workplace that aligns with business objectives.

You will oversee facilities, security, vendor relations, budgets, regulatory compliance, and employee experience initiatives, while coordinating with functional leaders and executive teams in Mexico and the US.

Qualifications

• 15+ years of progressive leadership experience in call center operations, BPO, or related industries.
• Experience overseeing large-scale operations and multi-functional teams.
• Advanced English proficiency.

Responsibilities

• Serve as the senior site representative and primary point of contact for all site-related matters.
• Develop and execute site strategies aligned with corporate objectives.
• Foster a positive workplace culture that promotes collaboration and accountability.
• Coordinate with business-unit leaders to align resources with operational needs.
• Lead site governance meetings and report to executive leadership in MX and the US.
• Oversee site operations including security, facilities management, and employee engagement.
• Collaborate with HR to support organizational growth and strategic initiatives.

Skills

Executive leadership

Strategic planning

Budgeting

Stakeholder management

English proficiency

Education

Bachelor’s degree in Business Administration or related field

Master’s degree preferred

Tools

Microsoft Office

Power BI

Job description

SWBC is seeking a talented individual who will be responsible for the overall leadership, administration, and management of the Mexico site. This role serves as the senior on-site representative for the organization, ensuring a safe, secure, compliant, and efficient work environment that supports business objectives. The Site Leader oversees facilities management, physical security, vendor relationships, site budgets, Mexico regulatory compliance, and employee experience initiatives. While the Site Leader provides coordination and support across all business functions located at the site, direct management of operational teams and production/service delivery personnel remains the responsibility of their respective functional leaders.

Why you’ll love this role:

You’ll enjoy the challenge and visibility that comes with leading a dynamic site, building strong relationships with clients and stakeholders, and making a meaningful impact across the organization. If you’re a collaborative executive who thrives on leadership, growth, and creating a culture where people and businesses succeed, this role offers the opportunity to leave a lasting legacy.

Essential duties include the following:

• Serves as the senior site representative and primary point of contact for all site-related matters.
• Develops and execute site strategies aligned with corporate objectives.
• Fosters a positive workplace culture that promotes collaboration, engagement, and accountability.
• Coordinates with business-unit leaders to ensure site resources effectively support operational needs.
• Leads site governance meetings and provides regular updates to executive leadership both in Mexico and the US.
• Provides executive oversight and strategic leadership for all site operations, including security administration, maintenance and facilities management, and employee engagement.
• Works in tandem with the HR group to ensure
• Supports long‑term business strategies that support organizational growth objectives while not necessarily directly managing the operational staff.
• Serves as the senior leader and primary representative for the Mexico operation with internal SWBC executives, clients, community stakeholders, and business partners.
• Maintains accountability for site financial performance, including budgeting, forecasting, profitability, expense management, and capital investments relative to the site itself.
• Develops and strengthens relationships with organizational executives and clients while serving as the executive escalation point for strategic issues relative to the Mexico site.
• Collaborates with executive leadership to assess organizational structure, resource allocation, and investment priorities that support future growth relative to the Mexico facility.
• Represents the organization at local meetings, client visits to Mexico, and vendors that support the Mexico facility.
• Ensures effective collaboration among operational, technology, finance, human resources, and other support functions to achieve organizational objectives.

Serious candidates will possess the minimum qualifications:

• Bachelor’s degree in Business Administration, Management, Finance, or other related field required; Master’s degree preferred.
• Fifteen (15) years of progressive leadership experience within call center operations, business process outsourcing, customer experience, or related industries.
• Eight (8) years of executive‑level leadership experience with responsibility for large‑scale operations, multiple functional areas, and significant financial accountability.
• Advanced English proficiency.
• Demonstrated experience leading large, complex organizations through multiple levels of management.
• Proven success managing executive client relationships and strategic business partnerships.
• Strong business acumen with the ability to translate financial and operational data into effective business strategies and decisions.
• Demonstrated success leading organizational growth, operational transformation, and continuous improvement initiatives.
• Experience managing large operating budgets, forecasting, and financial performance metrics.
• Excellent executive presence with the ability to influence and collaborate effectively across all organizational levels.
• Exceptional leadership development and succession planning capabilities with a track record of building high‑performing leadership teams.
• Strong strategic planning, organizational design, and change management skills.
• Outstanding communication and presentation skills with the ability to represent the organization before executive stakeholders and clients.
• Ability to balance strategic vision with operational execution in a dynamic business environment.
• Strong analytical, decision‑making, negotiation, and problem‑solving capabilities.
• Excellent personal computer skills including Microsoft Office and business intelligence tools.
• Demonstrated ability to maintain the highest levels of professionalism, judgment, discretion, and confidentiality.

Additional Information:

SWBC is a Substance‑Free Workplace and requires pre‑employment drug testing.

To learn more about SWBC, visit our website at www.SWBC.com.