Hybrid Operations Sourcing Performance Lead

Nestle; Meycauayan; Hybrid; PHP 1,200,000 - 2,200,000; Full time

Job summary

Nestlé Business Services Manila, Inc. is seeking an Operations Sourcing Performance Lead to oversee outsourced CES partners across multiple markets.

You will act as the primary link among markets, internal stakeholders, and vendor leadership to drive operational excellence and cost efficiency. You will monitor SLAs, KPIs, and risk, lead governance and performance reviews, and collaborate with procurement, finance, HR, IT, Legal, and quality teams to ensure consumer experience and continuous

Qualifications

• Bachelor's degree in Business, Operations, Analytics, or a related field.
• 7+ years of experience in contact center operations, consumer engagement services, or service operations.
• 3+ years managing outsourced vendors, managed services, or multi-site operations.
• Proven experience leading vendor performance governance in complex, multi-market environments.
• Strong knowledge of KPIs, SLAs, workforce planning, productivity management, root cause analysis, and service recovery.
• Experience managing large-scale operations with teams of 50+ FTE or equivalent.
• Strong stakeholder management, influencing, negotiation, and communication skills.
• Advanced analytical skills and ability to translate data into actionable recommendations.
• Proficient in Excel, PowerPoint, and Power BI; familiarity with reporting platforms.
• Experience in supplier management, outsourcing governance, Lean Six Sigma, COPC, ITIL, or PMP is an advantage.
• Continuous improvement mindset to drive operational excellence in a global environment.

Responsibilities

• Oversee the performance and governance of outsourced CES vendors across multiple markets.
• Lead daily/weekly/monthly governance reviews and strategic performance sessions.
• Monitor service levels, quality, productivity, and contractual obligations.
• Partner with vendor leadership to meet performance targets and commitments.
• Analyze trends, identify gaps, and drive corrective actions and sustainable improvements.
• Lead cost optimization, capacity planning, and resource utilization efforts.
• Provide operational insights to sourcing strategies and vendor reviews.
• Collaborate with Procurement, Finance, HR, IT, Legal, and Quality to ensure effectiveness and compliance.

Skills

Stakeholder management

Vendor performance governance

Analytical skills

Communication skills

Negotiation

Problem solving

Process improvement

Education

Bachelor's degree in Business/Operations/Analytics

Tools

Power BI

Excel

Job description

Nestlé Business Services Manila, Inc. is seeking an Operations Sourcing Performance Lead to oversee outsourced CES partners across multiple markets.

You will act as the primary link among markets, internal stakeholders, and vendor leadership to drive operational excellence and cost efficiency. You will monitor SLAs, KPIs, and risk, lead governance and performance reviews, and collaborate with procurement, finance, HR, IT, Legal, and quality teams to ensure consumer experience and continuous