Head of Global Operations & People Leadership

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

Benefits offered by this job

Day shift

HMO for dependents

Gym access

Annual leave

Job summary

Emapta Philippines is seeking a Director of Operations to lead the Manila contact centre and translate strategic roadmaps from Australian leadership into effective daily operations. You will manage third‑party vendor partnerships, SLA governance, and cross‑functional collaboration with WFM, QA, Training, and other leaders to sustain premium service delivery.

This onsite role offers day shift, competitive salary, Day 1 HMO with dependents, gym access, annual leave, and clear pathways for career

Qualifications

• More than 5 years of senior operational leadership experience at site director/head of operations or GM level in large-scale BPO/offshore environments.
• Proven experience in managing third-party vendor partnerships, including SLAs and HR initiatives.
• Demonstrated ability to execute complex operational strategies with WFM, QA, Training and other leaders.
• Extensive knowledge of contact centre operations, real-time performance management, and offshore service delivery.

Responsibilities

• Serve as the senior site leader for the Manila contact centre and translate strategic roadmaps into daily operations.
• Manage vendor partnership with Emapta to support facilities IT and HR services for premium customer service.
• Represent Manila operations at executive level and provide insights into site performance and challenges.
• Direct site-wide initiatives to establish a unified Manila identity across service functions.

Skills

Senior operational leadership

Vendor management

Offshore/onshore collaboration

Contact centre operations

Strategic roadmapping

Education

Bachelor-level degree or equivalent

Tools

SLAs

WFM

QA

Job description

Emapta Philippines is seeking a Director of Operations to lead the Manila contact centre and translate strategic roadmaps from Australian leadership into effective daily operations. You will manage third‑party vendor partnerships, SLA governance, and cross‑functional collaboration with WFM, QA, Training, and other leaders to sustain premium service delivery.

This onsite role offers day shift, competitive salary, Day 1 HMO with dependents, gym access, annual leave, and clear pathways for career