Head of Manila Operations & Automation

Satellite Office; Pateros; On-site; PHP 4,000,000 - 6,000,000; Full time

Job summary

Satellite Office in Manila hosts the Operations Centre supporting Australia and New Zealand businesses across customer service, dispatch, finance and marketing services. The role leads the Manila site, driving strategy, operating rhythm and governance with the Sydney leadership team.

The position demands senior leadership across offshore operations, with a proven track record transforming performances and costs.

Qualifications

• Senior leadership experience running offshore/shared services operations at scale.
• Proven record transforming offshore operations with quantified outcomes.
• Experience supporting overseas clients, preferably AU/NZ/UK/US.
• Deep knowledge of contact centre platforms and telephony systems.
• Demonstrated ownership of AI/automation agendas in operations.
• Strong commercial judgment and ability to hold delivery partners accountable.
• Experience with transitional work and site expansion.

Responsibilities

• Own Manila operating model: onsite work scope, structure and resourcing.
• Develop multi-year capability plan covering technology, automation, and skills.
• Lead transitions of work from Australia and New Zealand end-to-end.
• Manage site cost performance and drive measurable improvements.
• Provide commercial and performance view to Sydney leadership; support reviews.
• Lead Manager and Team Leader groups; set performance standards.
• Own site operating rhythm and monthly business reviews with Sydney.
• Ensure engagement, attendance, adherence and attrition management.
• Represent culture, values and customer commitments on site.
• Ensure SLA, quality metrics and after-sales service across queues.
• Own quality assurance framework and calibration with Sydney.
• Forecast capacity with Sydney; plan for trading peaks and holidays.
• Maintain controls in finance functions; ensure segregation of duties.
• Oversee escalation pathway Manila→Sydney; ensure effectiveness.
• Review high-risk matters before they leave the site.
• Maintain governance reporting and drive corrective actions.
• Oversee business continuity and site risk management.
• Ensure data privacy and acceptable-use standards, including AI tools.

Skills

Senior leadership

Offshore/Shared services

Vendor management

Change/transitions

English communication

Data-driven decision making

Site operations

Project governance

Strategic planning

Cross-country collaboration

Tools

Genesys

NICE

Five9

Amazon Connect

Talkdesk

3CX

Job description

Satellite Office in Manila hosts the Operations Centre supporting Australia and New Zealand businesses across customer service, dispatch, finance and marketing services. The role leads the Manila site, driving strategy, operating rhythm and governance with the Sydney leadership team.

The position demands senior leadership across offshore operations, with a proven track record transforming performances and costs.