Head of Client Delivery: Scale & Service Excellence

VAP (VA Platinum) | Outsourcing Experts

Philippines

On-site

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

Full time

14 days+

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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.