Head of Offshore Operations & AI Automation

Satellite Office; Taguig; Hybrid; PHP 3,500,000 - 6,500,000; Full time

Job summary

Satellite Office in Manila heads offshore operations, driving the site’s performance and future capability through automation and process redesign. The leader will shape the operating model, resource strategy and transitions of work from Australia and New Zealand.

Role requires deep offshore experience, commercial judgment, and a track record of transforming operations with quantified outcomes, while maintaining strong governance and risk controls across the site.

Qualifications

• Senior leadership experience running offshore/shared services/BPO at scale.
• Proven track record transforming offshore operations with measurable outcomes.
• Experience supporting overseas clients (Australia, NZ, UK or US).
• Excellent written and spoken English; able to engage with executive audiences.

Responsibilities

• Own Manila operating model: structure, work mix, resourcing.
• Develop multi-year capability plan for technology, automation, skills, processes.
• Lead transitions of work from Australia/NZ end-to-end.
• Own site cost performance and drive improvements.
• Provide commercial view to Sydney leadership and support reviews.

Skills

Strategic leadership

Offshore operations

Cost optimization

Automation

AI in contact centre

Change management

Finance controls

English proficiency

Tools

Genesys

NICE

Five9

Amazon Connect

Talkdesk

3CX

Job description

Satellite Office in Manila heads offshore operations, driving the site’s performance and future capability through automation and process redesign. The leader will shape the operating model, resource strategy and transitions of work from Australia and New Zealand.

Role requires deep offshore experience, commercial judgment, and a track record of transforming operations with quantified outcomes, while maintaining strong governance and risk controls across the site.