Leadership Associate for Customer Operations

Henkel; Makati; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Health coverage

Employee Share Plan

Provident Fund

Group Life Insurance

Job summary

Henkel in Makati seeks a Leadership Associate to drive strategy and operations for Customer Operations within GBS+. The role focuses on process transformation, digitalization, and continuous improvement to deliver sustainable business results.

The candidate will own KPI delivery, partner with global process owners, and champion AI-led automation while ensuring governance and quality in a hybrid work setup at Ayala Avenue, Makati.

Qualifications

• Bachelor’s degree in a business-related field is preferred but not required.
• MBA or relevant postgraduate degree is an advantage.
• Minimum 5 years of Customer Operations experience in BPO/Shared Services/GBS or similar.

Responsibilities

• Drive strategy, planning, and execution of Customer Operations within GBS+.
• Lead process optimization, standardization, digitalization, automation, and continuous improvement across global operations.
• Analyze operational data to identify performance gaps, risks, and opportunities; translate insights into action.
• Own SLA/KPI delivery and drive initiatives to meet or exceed targets.
• Support global projects, migrations, transformation programs, and operating model improvements.
• Partner with Global Process Owners and cross-functional teams to design scalable solutions.
• Champion AI, automation, and digital innovation while ensuring governance and quality.

Skills

Leadership

Stakeholder management

Change management

Digital/AI mindset

Process optimization

Data analytics

Global operations

Order entry management

24/7 operations

Business partnering

Education

Bachelor’s degree in business-related field

MBA or relevant postgraduate degree

Job description

Leadership Associate for Customer Operations

Reporting to the Head of Customer Excellence, the Customer Operations Leadership Associate is responsible for driving the strategic development, planning, and execution of Customer Operations within GBS+. The role focuses on operational excellence, process transformation, digitalization, and continuous improvement to deliver sustainable business results, enhance customer experience, and support global operations.

What you´ll do

• Drive the strategy, planning, and execution of Customer Operations within GBS+
• Lead process optimization, standardization, digitalization, automation, and continuous improvement initiatives across global operations
• Analyze operational and business data to identify performance gaps, risks, and opportunities, and translate insights into actionable solutions
• Own SLA/KPI delivery and drive initiatives to achieve and exceed operational targets
• Support global projects, process migrations, transformation programs, and operating model improvements
• Partner with Global Process Owners, stakeholders, and cross-functional teams to design and implement scalable solutions
• Champion AI, automation, and digital innovation while ensuring compliance with governance, quality, and audit requirements

What makes you a good fit

• Bachelor’s degree in a business-related field is preferred but not required; an MBA or relevant postgraduate degree is a strong advantage
• Minimum 5 years of Customer Operations experience within BPO, Shared Services, GBS, or similar environments
• Proven leadership experience, stakeholder management, business partnering, and change management capabilities
• Digital and AI mindset, with the curiosity to explore how automation, analytics, and AI can improve processes and create business value while maintaining quality, controls, and customer experience
• Demonstrated experience in process optimization, continuous improvement, and operational excellence, with a mindset to challenge the status quo and simplify ways of working
• Strong analytical and strategic thinking skills, with the ability to leverage data and analytics to evaluate performance, identify opportunities, derive actionable insights, and support operational decision-making. Experience driving transformation, migration, digitalization, and automation initiatives in a global customer operations environment, with knowledge of Order Entry Management processes and 24/7 operations
• Amenable to working a mid shift schedule and report on a hybrid work set-up in Ayala Avenue, Makati

Some perks of joining Henkel

• A thriving career with the Top 15 Best Workplaces in the Philippines by Great Place to Work and the Top GBS Employer in the Philippines by the Everest Group for 4 consecutive years!
• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Global wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• HMO healthcare coverage plan
• Provident Fund
• Group Life and Personal Accident Insurance

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.