Head of Client Delivery

VAP (VA Platinum) | Outsourcing Experts

Philippines

On-site

PHP 1,800,000 - 2,600,000

Full time

33 hours ago

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Benefits offered by this job

2-week paid holiday break

Fixed weekends off

Day shift schedule

Job summary

VAP (VA Platinum) | Outsourcing Experts is seeking a Head of Client Delivery to oversee the entire Client Delivery Team, managing 700+ VAs for 400+ clients across Cebu and Davao. You will drive client satisfaction, retention, and performance while designing scalable systems and processes.

You will lead senior Relationship Managers, provide coaching, and ensure alignment with AU client expectations. This senior role oversees multi-site operations and aims to optimize delivery standards in a

Qualifications

Bachelor’s degree or equivalent experience and a minimum of 10 years of progressive leadership experience in operations for outsourcing, BPO, or similar client services environments
Minimum 5 years of progressive experience in senior management or head-of function role
Proven senior leadership experience managing multi-layered client delivery or operations teams, including managing managers of managers (e.g. Site Leads, Senior Relationship Managers)
Strong track record in client service delivery, retention, and experience management within an outsourcing, BPO, or similar client services environment
Demonstrated experience working with Australian (AU) clients, with strong understanding of AU business culture, service expectations, and communication standards
Demonstrated ability to design, implement, and optimise operational systems, service frameworks, and delivery processes at scale
Experienced in leading geographically distributed teams and driving alignment across multiple sites (e.g. Cebu and Davao)
Strong coaching and leadership development capability, with experience mentoring senior leaders, building capability frameworks, and improving team performance at scale
Commercially aware with the ability to balance client satisfaction, VA engagement, and operational efficiency
Ability to design and execute strategies within a client services team and implement process improvement initiatives

Responsibilities

Lead and manage the entire Client Delivery Team (CD) performance, ensuring quality of service and engagement to Clients and VAs.
Focus areas: Client and VA retention, Client and VA satisfaction, growth, collection, cross-Functional collaboration & resolution, leadership development & succession
Streamline and simplify existing processes (or create new ones) to provide additional capacity and improved delivery of value to both our VAs and clients.
Provide data-centric performance feedback and guidance to the team through daily and weekly meetings.
Conduct monthly performance appraisal reviews against specific KPIs.
Drives Site Leads’ and Relationship Managers’ accuracy on coaching effectiveness through quality checks and calibration sessions.
Reviews and adds training activities; suggests training materials required to ensure new SMs are guided and trained according to our standards.
Forecasts capacity of the CD Team. Interview and recruit CD candidates ensuring cultural fit and display VAP values.
Communicates announcements, updates and action items to the CD Department and the VA (billable headcount) population as a whole.
Directs and collaborates in the prioritisation and delegation of tasks. The HoCD steps in to support the team when the team is over in work capacity.
2-week paid Holiday Break. Enjoy the season without worrying about your work.
Fixed weekends off (Saturday and Sunday). Take control of your weekends, relax with loved ones, or indulge in your passions.
Take advantage of working the day shift schedule! Wake up to the sunrise and wind down as the sun sets.

Skills

Senior leadership

Multi-site operations

Client service delivery

AU client experience

Operational systems design

Coaching & development

Strategic planning

Leading managers of managers

Commercial awareness

Team leadership

Education

Bachelor’s degree or equivalent

Job description

Ready to lead a large-scale client delivery function?

Have what it takes to lead leaders and drive performance across multiple sites?

Want to shape how clients and VAs experience a growing Australian outsourcing business?

Lead teams. Shape client experiences. Drive real impact.

About the Role

The Head of Client Delivery (HoCD) is responsible for the entire Client Delivery (CD) Team, who oversee the ongoing delivery of all aspects of client engagement, including management of all 700+ VAs on behalf of VAP’s 400+ clients.

The department’s purpose is to act as the conduit between VAs and clients, enhancing the experience of both parties and guiding the client relationship to ensure each engagement meets established delivery pillars and client service standards. The HoCD ensures driving CD overall performance, engagement, and KPI achievement, resulting in client satisfaction and retention. The HoCD is also responsible for maintaining and designing systems and processes that improve efficiency and increase the value delivered to both VAs and clients, measured through key performance metrics.

The HoCD directly manages Senior Relationship Managers and/or Site Leads across VAP’s two locations, Cebu and Davao, ensuring consistent delivery standards and operational alignment across both sites. The Client Delivery Team includes Success Managers who report to the Relationship Manager, and this role reports to the COO of VAP.

Ideal Candidate (Must Have Requirements)

Bachelor’s degree or equivalent experience and a minimum of 10 years of progressive leadership experience in operations for outsourcing, BPO, or similar client services environments
Minimum 5 years of progressive experience in senior management or head-of function role
Proven senior leadership experience managing multi-layered client delivery or operations teams, including managing managers of managers (e.g. Site Leads, Senior Relationship Managers)
Strong track record in client service delivery, retention, and experience management within an outsourcing, BPO, or similar client services environment
Demonstrated experience working with Australian (AU) clients, with strong understanding of AU business culture, service expectations, and communication standards
Demonstrated ability to design, implement, and optimise operational systems, service frameworks, and delivery processes at scale
Experienced in leading geographically distributed teams and driving alignment across multiple sites (e.g. Cebu and Davao)
Strong coaching and leadership development capability, with experience mentoring senior leaders, building capability frameworks, and improving team performance at scale
Commercially aware with the ability to balance client satisfaction, VA engagement, and operational efficiency
Ability to design and execute strategies within a client services team and implement process improvement initiatives

Tasks and Responsibilities

Lead and manage the entire Client Delivery Team (CD) performance, ensuring quality of service and engagement to Clients and VAs.
Focus areas: Client and VA retention, Client and VA satisfaction, growth, collection, cross-Functional collaboration & resolution, leadership development & succession
Streamline and simplify existing processes (or create new ones) to provide additional capacity and improved delivery of value to both our VAs and clients.
Provide data-centric performance feedback and guidance to the team through daily and weekly meetings.
Conduct monthly performance appraisal reviews against specific KPIs.
Drives Site Leads’ and Relationship Managers’ accuracy on coaching effectiveness through quality checks and calibration sessions.
Reviews and adds training activities; suggests training materials required to ensure new SMs are guided and trained according to our standards.
Forecasts capacity of the CD Team. Interview and recruit CD candidates ensuring cultural fit and display VAP values.
Communicates announcements, updates and action items to the CD Department and the VA (billable headcount) population as a whole.
Directs and collaborates in the prioritisation and delegation of tasks. The HoCD steps in to support the team when the team is over in work capacity.
2-week paid Holiday Break. Enjoy the season without worrying about your work.
Fixed weekends off (Saturday and Sunday). Take control of your weekends, relax with loved ones, or indulge in your passions.
Take advantage of working the day shift schedule! Wake up to the sunrise and wind down as the sun sets.

We have a virtual recruitment process. What you need

Strong and Stable Internet Connection for uninterrupted video interviews
Laptop or PC with Webcam for online assessments and interviews

About VAP

VAP is a leading, fast-growing offshore staffing solution for Australian and New Zealand small and medium businesses. We recruit and manage virtual assistants (VAs) to empower business owners to achieve their goals. At the same time, we create meaningful opportunities for our staff in the Philippines to lead better lives.

We pride ourselves on having a supportive and collaborative team. We value energy, candid communication, and a high-performance work environment. We are looking for someone who fits well into this culture and can contribute positively to our team's dynamic.

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