Country Head

Infinx Health Philippines INC; Manila; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

Infinx Health Philippines INC is seeking an experienced operations leader to drive enablement and governance across the organization in Metro Manila.

You will coordinate with HR, Admin, Payroll, IT, Quality, Training, and Finance to ensure seamless operations, workforce readiness, and compliant processes. The role emphasizes risk management, cost control, and service continuity.

Qualifications

• 20+ years of experience in operations enablement or geography leadership.
• Strong knowledge of Philippine labor laws and regulatory frameworks.
• Proven experience managing cross-functional teams and vendors.

Responsibilities

• Act as the primary liaison with HR, Admin, Payroll, IT, Quality, Training, and Finance teams.
• Establish and enforce governance frameworks, SOPs, and escalation mechanisms across departments.
• Ensure timely hiring and workforce readiness in line with business forecasts.
• Oversee onboarding readiness including system access, training coordination, and compliance.
• Own BCP and DR planning for the geography, including drills and readiness reviews.
• Track and optimize expenses related to facilities, staffing, vendors, and assets.
• Provide regular management updates on risks, compliance, and operational health.
• Interfaces with: HR, Finance, Legal, IT, Facilities, Compliance, External vendors.

Skills

Operations leadership

Cross-functional collaboration

Vendor management

Financial acumen

Stakeholder management

Job description

Key Responsibilities

Cross-Functional Enablement & Governance

• Act as the primary liaison with HR, Admin, Payroll, IT, Quality, Training, and Finance teams.

• Ensure seamless coordination across enabling functions to support operations.

• Establish and enforce governance frameworks, SOPs, and escalation mechanisms across departments.

Talent & Workforce Management

• Ensure timely hiring and workforce readiness in line with business forecasts.

• Partner with HR on workforce planning, attrition management, and bench strategy.

• Oversee onboarding readiness including system access, training coordination, and compliance.

Asset, Infrastructure & Seating Management

• Ensure timely availability of laptops, desktops, headsets, access cards, and licenses.

• Own seat planning, floor allocation, and expansion readiness.

• Maintain floor hygiene, safety standards, and ergonomic compliance.

Vendor & Facility Management

• Manage relationships with facilities, housekeeping, security, transportation, and other local vendors.

• Ensure SLA adherence, cost optimization, and service continuity.

• Oversee office maintenance, audits, and infrastructure upgrades.

Employee Relations & Regulatory Compliance

• Address employee grievances, DOLE-related matters, and labor issues.

• Coordinate with legal counsel on compliance, disputes, and regulatory inquiries.

• Ensure adherence to Philippines labor laws, statutory requirements, and local regulations.

Payroll & Compensation Oversight

• Ensure accurate and timely payroll processing in coordination with HR and Finance.

• Oversee statutory filings, benefits administration, and compliance reporting.

• Act as escalation point for payroll discrepancies and employee concerns.

Business Continuity & Risk Management

• Own BCP and DR planning for the geography, including drills and readiness reviews.

• Ensure backup staffing, infrastructure redundancy, and crisis response protocols.

• Manage risk registers and mitigation plans.

Financial & Profitability Ownership

• Own geography-level cost governance and profitability.

• Track and optimize expenses related to facilities, staffing, vendors, and assets.

• Partner with Finance on budgeting, forecasts, and margin improvement initiatives.

Operational Support & Coverage

• Provide operational support during AVP–Operations absence to ensure continuity.

• Act as escalation point for non-client operational issues impacting delivery.

• Support productivity, capacity planning, and operational readiness initiatives.

Compliance, Audit & Reporting

• Ensure readiness for internal, client, and regulatory audits.

• Maintain compliance documentation, certifications, and governance reports.

• Provide regular management updates on risks, compliance, and operational health.

Key Skills & Experience

• 20+ years of experience in operations enablement, administration, or geography leadership, preferably in BPO / call center environments.

• Strong knowledge of Philippines labor laws, DOLE processes, and regulatory frameworks.

• Proven experience managing cross-functional teams and vendors.

• Strong financial acumen with experience in cost control and margin management.

• Excellent stakeholder management and escalation handling skills.

Reporting & Interfaces

• Partners closely with: AVP – Operations (Client Delivery)

Interfaces with: HR, Finance, Legal, IT, Facilities, Compliance, External vendors