Director, Client Policy

Esgaia; Manila; On-site; PHP 1,800,000 - 3,600,000; Full time

Job summary

Glass Lewis in Manila seeks a Director of Client Policy Operations to own the operational backbone for building, testing, deploying, and auditing client proxy voting policies. You’ll lead a technical analytics team and shape a rigorous, auditable change pipeline in a hybrid Manila role.

Based in our Manila office with three days onsite, you will partner with policy, technology, QA, and compliance teams to ensure precise policy implementation and continuous improvement as volume grows.

Qualifications

• Experience in operations, business process, or technical delivery roles with change management.
• Proven team leadership and staff development.
• Ability to design scalable, auditable workflows.
• Experience with rules-based systems or configuration platforms.
• Strong attention to detail and quality controls.
• Experience with QA, audit, or compliance processes.
• Excellent written communication.
• Cross-functional collaboration with stakeholders.
• Background in proxy voting or financial services is a plus.

Responsibilities

• Lead, develop, and manage a team of Policy Operations Analysts responsible for the technical build and audit of client policies in the rules engine platform.
• Define roles, workload distribution, and capacity planning to support build volume and turnaround time targets.
• Set clear performance expectations and provide ongoing coaching, feedback, and career development.
• Build a culture of precision, accountability, and continuous improvement within the team.
• Design, implement, and own an end-to-end change management framework from client input to deployed work items.
• Establish intake criteria, ownership, and hand-off points between policy design and build teams.
• Define and maintain SLAs for build turnaround time and track adherence.
• Build version control, approval gates, and rollback procedures for traceability.
• Oversee accurate technical implementation of client policies in the rules engine.
• Establish rigorous testing and audit process to validate outcomes before/after deployment.
• Build systematic quality checks and audits to catch drift or misconfigurations.
• Partner with Technology on rules engine capability and improvements.
• Create documentation standards and runbooks for auditable processes.
• Support audits with well-organised records.
• Collaborate with policy, technology, QA, Compliance, and Legal as needed.

Skills

Operations experience

People leadership

Process design

Rules engine

Attention to detail

QA and audit

Clear communication

Cross-functional collaboration

Governance knowledge

Education

Bachelor's degree

Job description

Glass Lewis is a trusted ally to more than 1,300 investors globally who use our corporate governance research, custom policy recommendations, engagement services and tools, and industry‑leading proxy vote management solution to help drive value across their governance activities. We also work with over 3,000 corporate issuer clients, providing research reports, thought leadership, customized voting policies, equity plan models, and opportunities for direct engagement on material governance and disclosure practices. Glass Lewis’ industry‑leading research and analysis covers more than 30,000 meetings each year across approximately 100 global markets. Our clients include many of the world’s leading pension funds, mutual funds, and asset managers, collectively managing over $40 trillion in assets. We have teams located across the United States, Europe, and Asia‑Pacific regions, giving us global reach with a local perspective on the most important governance issues. Founded in 2003, Glass Lewis is headquartered in San Francisco, California with additional offices in Kansas City, Missouri; London, U.K.; Paris, France; Amsterdam, Netherlands; Limerick, Ireland; Karlsruhe, Germany; Stockholm, Sweden; Manila, Philippines; Toronto, Canada; Sydney, Australia; Timișoara, Romania; and Tokyo, Japan. Our team includes more than 600 full‑time employees globally, over half of which are dedicated to research.

Position Summary

The Director of Client Policy Operations owns the operational backbone of how client proxy voting policies get built, tested, deployed, and audited. The role sits downstream of the client‑facing Client Policy team: after a client’s policy intent has been captured and designed, this team translates that design into precise, technical work items, builds them in our proprietary rules engine, validates the outcomes, and deploys accurate, well‑documented policies at scale. This is a build‑and‑operate role that blends operations leadership with process architecture, creating a rigorous, auditable change management pipeline from scratch, leading a team of technical analysts, and continuously improving the system as volume and complexity grow. The position is full‑time and hybrid, based in our Manila office with regular in‑person attendance three days a week.

Experience and Qualifications

• Experience in operations, business process, or technical delivery roles, ideally including experience building or owning a change management or configuration process
• Demonstrated experience leading and developing a team, including technical or analyst‑level staff
• Strong process design skills — proven ability to build structured, scalable, and auditable operational workflows from the ground up
• Comfort working with rules‑based systems, configuration platforms, or similar technical/logic‑driven tools (direct rules engine experience is a plus, not required)
• Rigorous attention to detail and a strong quality/controls mindset — this role owns accuracy at scale
• Experience with QA, audit, or controls processes in a regulated or client‑facing industry is a strong plus
• Excellent written communication skills; ability to produce clear documentation and standard operating procedures
• Strong cross‑functional collaborator, comfortable partnering with client‑facing, technical, and compliance stakeholders
• Background in proxy voting, corporate governance, or financial services is a plus but not required
• Bachelor's degree required

Team Leadership & Management

• Lead, develop, and manage a team of Policy Operations Analysts responsible for the technical build and audit of client policies in the rules engine platform.
• Define roles, workload distribution, and capacity planning to support build volume and turnaround time targets.
• Set clear performance expectations and provide ongoing coaching, feedback, and career development.
• Build a culture of precision, accountability, and continuous improvement within the team.

Change Management & Process Design

• Design, implement, and own an end‑to‑end change management framework that governs how policy design inputs from the client‑facing team become tracked, prioritized, tested, and deployed work items.
• Establish clear intake criteria, ownership, and hand‑off points between Client Policy (design) and Policy Operations (build).
• Define and maintain SLAs for build turnaround time, and put controls in place to track adherence and flag risk early.
• Build in version control, approval gates, and rollback procedures so every policy change is traceable and reversible if needed.

Technical Build & Quality Assurance

• Oversee the accurate technical implementation of client policies in the rules engine, ensuring builds match approved policy design intent.
• Establish and enforce a rigorous testing and audit process to validate rules engine outcomes before and after deployment, minimizing errors reaching production.
• Build systematic quality checks and periodic audits of live policies to catch drift, misconfiguration, or edge‑case failures.
• Partner with Technology on rules engine capabilities, limitations, and enhancement requests that improve build accuracy or efficiency.

Documentation & Controls

• Establish documentation standards so every policy build has a clear record of what was requested, what was built, who approved it, who built it, and when it was tested and deployed.
• Ensure clear ownership is assigned at every stage of the build lifecycle, with no ambiguity about accountability.
• Create runbooks and process documentation that make the team's work auditable by internal stakeholders, clients, and compliance as needed.
• Support internal and external audit requests with well‑organized, accurate records.

Cross‑Functional Collaboration

• Partner closely with the VP of Client Policy and client‑facing policy team to ensure policy design intent is captured completely and accurately before entering the build pipeline.
• Work with Technology/Engineering on rules engine functionality, defect resolution, and platform improvements.
• Collaborate with QA, Compliance, and Legal as needed on control requirements and audit standards.
• Provide visibility to leadership on build volume, turnaround times, error rates, and operational risk.