Director Consulting Delivery - Business Process Services

CGI (PHILIPPINES) INC.; Pateros; On-site; PHP 3,000,000 - 5,400,000; Full time

Job summary

CGI (PHILIPPINES) INC. is seeking a Director, BPO Operations in Metro Manila to provide strategic leadership across client accounts and business units.

The role oversees service delivery, financial performance, workforce management, and transformation initiatives to drive growth and efficiency. The position focuses on client partnerships, continuous improvement, and scalable operation, with responsibilities spanning governance, budgeting, and staff development.

Qualifications

• Bachelor’s degree in any field required.
• Postgraduate education or certifications in business, finance, or management is an advantage.

Responsibilities

• Lead client management and growth across multiple accounts and units.
• Drive operational excellence, process optimization, and standardization.
• Oversee P&L ownership, budgeting, forecasting, and financial reviews.
• Build and mentor a high-performing leadership team; drive succession planning.
• Collaborate with cross-functional and global teams to achieve business objectives.
• Ensure governance, compliance, risk management, and business continuity.

Skills

Strategic leadership

Stakeholder management

Financial acumen

Change management

Leadership

Education

Bachelor’s/College Degree

Postgraduate education or certifications

Job description

Position Description:

The Director, Business Process Services (BPO Operations) is responsible for providing strategic leadership and operational excellence across multiple client accounts and business units. This role oversees service delivery, financial performance, client partnerships, workforce management, and business transformation initiatives while driving continuous improvement and operational efficiency.

The Director partners with internal and external stakeholders to ensure exceptional client experience, sustainable business growth, profitability, and high-performing teams. This role also plays a critical part in supporting new business opportunities, transitions, and organizational transformation across the business.

Your future duties and responsibilities:

1. Client Management & Business Growth

• Build and maintain strong relationships with Business Unit (BU), Strategic Business Unit (SBU), and client leadership.
• Support business development initiatives, client retention, and account growth opportunities.
• Collaborate with stakeholders in developing Client Development Plans (CDPs) and strategic account initiatives.
• Serve as a trusted advisor by identifying opportunities to improve service delivery and strengthen client partnerships.

2. Operational Leadership

• Lead multiple operations and ensure achievement of service delivery, quality, productivity, and customer satisfaction targets.
• Drive operational excellence through process optimization, standardization, automation, and continuous improvement initiatives.
• Oversee workforce planning and efficient utilization of operational resources, including technology, software licenses, and infrastructure.
• Lead business transformation and transition initiatives to improve operational effectiveness and scalability.
• Monitor key operational metrics and implement action plans to address risks and improve performance.

3. Financial Management

• Own the financial performance and profitability (P&L) of assigned business units.
• Lead financial planning, budgeting, forecasting, and monthly business reviews.
• Identify revenue growth opportunities while driving cost optimization and operational efficiencies.
• Develop commercially competitive solutions and support proposal development for new business opportunities.
• Ensure effective management of discretionary budgets and financial resources.

4. People Leadership

• Build, coach, and develop a high-performing leadership team.
• Mentor senior managers and develop succession plans to strengthen organizational capability.
• Foster an engaging, inclusive, and performance-driven culture.
• Drive employee engagement initiatives focused on retention, recognition, referrals, and leadership development.
• Champion organizational change and promote continuous learning.

5. Strategic Partnerships & Collaboration

• Collaborate with cross-functional teams, global stakeholders, and Centers of Excellence to deliver business objectives.
• Actively contribute to Communities of Practice (CoPs), global initiatives, and enterprise-wide transformation programs.
• Share best practices across regions and support organizational capability building.

6. Governance & Compliance

• Ensure compliance with company policies, client contractual obligations, and regulatory requirements.
• Drive operational governance, risk management, and business continuity planning.
• Maintain accurate reporting, documentation, and adherence to organizational standards.

Required qualifications to be successful in this role:

Education

• Bachelor’s/College Degree in any field required.
• Postgraduate education or certifications in business, finance, or management is an advantage.

Experience

Experience & Industry Knowledge

• At least 12 years of progressive leadership experience in the BPO, Business Process Services, Shared Services, or Customer Experience industry.
• Minimum 5 years in a Director, Senior Operations Leader, or equivalent executive role managing large-scale operations.
• Proven experience managing multiple accounts, business units, or enterprise-level operations.
• Demonstrated success in managing P&L, financial planning, and business performance.
• Experience leading digital transformation, operational excellence, or continuous improvement initiatives.
• Experience supporting business development, client growth, or transition programs.
• Experience working with global clients, preferably supporting North American operations.

Technical & Leadership Competencies

• Strong management skills in BPO (Contact Center, Back Office) and strong BPS SME knowledge to support new transitions and growth opportunities, preferably with more than 12 years’ experience in the industry.
• Strong knowledge of BPO operations, service delivery, and customer experience management.
• Excellent business and financial acumen with proven P&L management experience.
• Strong strategic planning and execution skills.
• Expertise in process improvement methodologies (Lean, Six Sigma, Automation, Digital Transformation) is an advantage.
• Strong stakeholder management and executive relationship-building skills.
• Excellent communication, negotiation, and presentation skills.
• Proven ability to influence senior leaders and drive organizational change.
• Strong analytical, problem-solving, and decision-making capabilities.
• Ability to manage complex, multi-site, and cross-functional operations.

Preferred Qualifications

• Experience managing operations across multiple geographies.
• Exposure to financial services, healthcare, technology, or other complex BPO verticals.
• Lean Six Sigma Green Belt or Black Belt certification is an advantage.
• Experience in AI-enabled operations, automation, workforce optimization, or digital transformation initiatives is preferred.

Others

• Willing to work in a shifting schedule (ex. Night shift, weekend shift, holidays, 24/7 Support)
• Willing to work 100% onsite when needed.
• Willing to work in OWS Mckinely Taguig site.

Skills

• Analytical Thinking
• Business Process Outsourcing
• Communication
• Customer Service & Support
• Leadership

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because...

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team- one of the largest IT and business consulting services firms in the world.