Customer Operations Leadership Associate

Henkel Asia Pacific Service Centre; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Flexible hybrid work schedule

HMO healthcare coverage plan

Provident Fund

Employee Share Plan

Job summary

Henkel Asia Pacific Service Centre in Makati is seeking a senior Customer Operations leader to drive strategy, planning, and execution of customer operations within the GBS+ framework. You will lead process optimization, support global projects, and manage stakeholder relationships across regions to exceed SLA/KPI targets.

The role requires an MBA, 5+ years in customer operations, and strong people management and change skills. A hybrid work setup in Ayala Avenue, Makati is available.

Qualifications

• MBA is required; specialization in Digital/AI, Data Science, or related disciplines preferred.
• Minimum 5 years of Customer Operations experience in BPO, Shared Services, or similar environments.
• The role requires strong people management and leadership skills, business partnering, and change management skills.
• Ability to strategically shape digitalization and automation initiatives that improve service quality, efficiency, and stakeholder experience.
• The successful candidate demonstrates strong analytical thinking, structured communication, and a proactive, value‑driven mindset.
• Amenable to working a mid‑shift schedule and report on a hybrid work set‑up in Ayala Avenue, Makati.

Responsibilities

• Drive strategy, planning, and execution of customer operations within GBS+.
• Drive process optimization, efficiency, and continuous improvement initiatives.
• Support global projects, process migrations, and transformation initiatives.
• Manage stakeholder relationships across regions and global process owners.
• Ensure compliance with quality frameworks, audit, and company policies.
• Own SLA/KPI delivery and exceed performance targets.

Skills

Leadership

Change management

Stakeholder management

Digitalization & automation

Analytical thinking

Communication skills

Education

MBA

Job description

What you´ll do

• Drive strategy, planning, and execution of customer operations within GBS+
• Drive process optimization, efficiency, and continuous improvement initiatives
• Support global projects, process migrations, and transformation initiatives
• Manage stakeholder relationships across regions and global process owners
• Ensure compliance with quality frameworks, audit, and company policies
• Own SLA/KPI delivery and exceed performance targets

What makes you a good fit

• MBA is required; specialization in Digital/AI, Data Science, or related disciplines preferred
• Minimum 5 years of Customer Operations experience in BPO, Shared Services, or similar environments
• The role requires strong people management and leadership skills, business partnering, and change management skills
• Ability to strategically shape digitalization and automation initiatives that improve service quality, efficiency, and stakeholder experience
• The successful candidate demonstrates strong analytical thinking, structured communication, and a proactive, value‑driven mindset
• Amenable to working a mid‑shift schedule and report on a hybrid work set-up in Ayala Avenue, Makati

Some perks of joining Henkel

• A thriving career with the Top 15 Best Workplaces in the Philippines by Great Place to Work and the Top GBS Employer in the Philippines by the Everest Group for 4 consecutive years!
• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Global wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• HMO healthcare coverage plan
• Provident Fund
• Group Life and Personal Accident Insurance

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.

JOB ID:26095614

Job Locations:Philippines, National Capital Region, Makati