Director of Operations

Emapta Global; Mandaluyong; On-site; PHP 3,500,000 - 5,500,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Gym access 24/7

Upskilling via Emapta Academy

Lifestyle discounts

20 annual leave credits

Mentorship programs

Job summary

Emapta Global seeks a Director of Operations to lead the Manila contact centre and drive strategy from Australian leadership into daily operations. You will oversee facilities, IT, and HR services in a way that ensures uninterrupted premium customer service.

You will collaborate with offshore and onshore leaders, mentor operational teams, and promote a high-performance culture while aligning with global business objectives.

Qualifications

• Senior operational leadership experience at Site Director/Head of Operations/GM level in large-scale BPO/offshore environments.
• Proven ability to manage third-party vendor partnerships, SLAs, and joint HR initiatives.
• Experience aligning offshore execution with onshore business strategies and expectations.
• Experience with Australian customers/executives is highly regarded.

Responsibilities

• Serve as the senior site leader for Manila contact centre and translate strategic roadmaps into daily operations.
• Manage vendor partnership with Emapta to ensure facilities, IT, and HR services support premium customer service.
• Represent Manila operations at executive level and report on site performance and challenges.
• Direct site-wide initiatives to align Manila identity with Australian business objectives.

Skills

Executive leadership

Vendor partnerships

Contact centre ops

WFM collaboration

Job description

A Global Media Career Centered on People Performance and Leadership

Executive leadership carries greater significance when entrusted with organizational performance and strategic business relationships. As Director of Operations, you'll represent operational interests at the executive level, influence commercial priorities, and reinforce accountability across an Australian media business. With Emapta, pursue international career distinction through influential partnerships and enduring contributions.

Job Overview

• Employment Type: Full-time
• Shift: Day Shift | Shifting Days Off
• Work Setup: Onsite | SM Megatower, Ortigas
• Pioneer opportunity to help establish a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Day Shift Schedule
• Prime office location in Ortigas (easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with a minimum of 6 months of company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• A total of 20 annual leave credits to use at your discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Executive Leadership and Operational Experience

• More than 5 years of senior operational leadership experience at the Site Director, Head of Operations, or General Manager level within a large-scale BPO, captive, or vendor-partnered offshore environment.
• Proven experience in managing third-party vendor partnerships, including service level agreements (SLAs), facility governance, and joint human resources initiatives.
• Demonstrated ability to execute complex operational strategies in collaboration with Workforce Management (WFM), Quality Assurance (QA), Training, and other functional leaders.
• Extensive knowledge of contact centre operations, real-time performance management, and offshore service delivery.
• Strong ability to align offshore operational execution with onshore business strategies and expectations.
• Experience in supporting Australian customers and collaborating directly with Australian executives is highly regarded.

Culture and People Leadership

• Proven track record of reducing employee attrition, improving engagement scores, and fostering a high-performance workplace culture.
• Strong ability to establish a unified site identity across diverse operational teams.
• Exceptional stakeholder management, cross-functional collaboration, and executive communication skills.
• Demonstrated ability to mentor operational leaders, strengthen team capabilities, and promote customer-centric service excellence.
• Strategic Vision: Ability to anticipate challenges, identify opportunities, and translate long-term business objectives into effective operational strategies.
• Customer and People Commitment: Dedication to exceptional customer experiences, employee wellbeing, and a supportive workplace culture.
• Resilience and Stability: Ability to remain composed under pressure, provide decisive leadership, and maintain operational stability during challenges.
• Results and Accountability: Determination to achieve measurable business outcomes, collaborate effectively with offshore and onshore teams, and sustain operational excellence.

Your Daily Tasks

Strategic Leadership and Vision

• Serve as the senior site leader for the Manila contact centre and translate strategic roadmaps from Australian leadership into effective daily operations.
• Manage the vendor partnership with Emapta to ensure facilities, IT infrastructure, and HR services support uninterrupted premium customer service.
• Represent Manila operations at the executive level and provide insights into site performance, implementation challenges, and cultural alignment.
• Direct site-wide initiatives to establish a unified Manila identity across service functions and align operational priorities with Australian business objectives.

Operational Excellence and Performance Management

• Oversee end-to-end Manila site operations to ensure compliance with service level agreements (SLAs), productivity targets, and Quality Assurance (QA) standards.
• Collaborate with the Head of Insights and Workforce Management (WFM) to optimize schedule adherence, real-time workforce utilization, and queue performance.
• Partner with the Heads of Retention and Service to achieve customer retention, resolution, and customer effort reduction targets.
• Identify operational and facility bottlenecks and implement corrective measures to maintain high service standards.

Culture, Engagement, and People Leadership

• Champion a high-performance workplace culture founded on psychological safety, employee engagement, and customer-centric outcomes.
• Establish strong cultural alignment between the Manila site and Australian headquarters to reinforce a unified team identity.
• Collaborate with Emapta and internal HR teams to implement employee engagement initiatives, recognition programs, and site events.
• Mentor operational managers to enhance leadership capabilities, professional resilience, and team performance.
• Promote a culture of resourcefulness , accountability, and innovative problem-solving.

Stakeholder Management and Cross-Functional Partnership

• Serve as the central point of coordination across Manila operations and the Heads of Service, Retention, Workforce Management, and Service Delivery.
• Partner with the Australian Head of Service Delivery and Capability to implement training programs, QA frameworks, and continuous improvement initiatives.
• Facilitate site-level business reviews with Australian executives and Emapta stakeholders to ensure transparency in operational performance and vendor accountability.
• Host Australian stakeholders during site visits and demonstrate operational excellence, team capabilities, and cultural alignment.

Compliance, Risk, and Governance

• Ensure compliance with applicable Australian regulatory requirements, data privacy laws, and internal policies within the Emapta facility.
• Oversee the Manila site's Business Continuity Plan (BCP) and coordinate with IT and Facilities teams to mitigate operational risks.
• Maintain high standards of ethical conduct, data security, and operational transparency.
• Coordinate with functional leaders to manage major service incidents, restore operational stability, and implement preventive improvements.

Join the Top 1% Talent. A better career. A better life.

At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world-class standards, and grow in an environment designed for long-term success. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta stands among the region's most respected employers, committed to empowering talent through stability, opportunity, and continuous development.