Customer Ops Strategy Lead - AI & Automation

Henkel; Makati; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Health coverage

Employee Share Plan

Provident Fund

Group Life Insurance

Job summary

Henkel in Makati seeks a Leadership Associate to drive strategy and operations for Customer Operations within GBS+. The role focuses on process transformation, digitalization, and continuous improvement to deliver sustainable business results.

The candidate will own KPI delivery, partner with global process owners, and champion AI-led automation while ensuring governance and quality in a hybrid work setup at Ayala Avenue, Makati.

Qualifications

• Bachelor’s degree in a business-related field is preferred but not required.
• MBA or relevant postgraduate degree is an advantage.
• Minimum 5 years of Customer Operations experience in BPO/Shared Services/GBS or similar.

Responsibilities

• Drive strategy, planning, and execution of Customer Operations within GBS+.
• Lead process optimization, standardization, digitalization, automation, and continuous improvement across global operations.
• Analyze operational data to identify performance gaps, risks, and opportunities; translate insights into action.
• Own SLA/KPI delivery and drive initiatives to meet or exceed targets.
• Support global projects, migrations, transformation programs, and operating model improvements.
• Partner with Global Process Owners and cross-functional teams to design scalable solutions.
• Champion AI, automation, and digital innovation while ensuring governance and quality.

Skills

Leadership

Stakeholder management

Change management

Digital/AI mindset

Process optimization

Data analytics

Global operations

Order entry management

24/7 operations

Business partnering

Education

Bachelor’s degree in business-related field

MBA or relevant postgraduate degree

Job description

Henkel in Makati seeks a Leadership Associate to drive strategy and operations for Customer Operations within GBS+. The role focuses on process transformation, digitalization, and continuous improvement to deliver sustainable business results.

The candidate will own KPI delivery, partner with global process owners, and champion AI-led automation while ensuring governance and quality in a hybrid work setup at Ayala Avenue, Makati.