Manila Site Leader, Global Operations & Leadership

Emapta Global; Mandaluyong; On-site; PHP 2,000,000 - 3,500,000; Full time

Benefits offered by this job

HMO coverage with free dependent upon

Office in Ortigas

Salary advance program

Upskilling through Emapta Academy

24/7 gym access at Ortigas/Makati

Employee referral incentives

20 annual leaves (5 convertible)

Job summary

Emapta Philippines is seeking a strategic Site Leader to build and run a high-performing Manila center that delivers customer value and develops local leaders. You will govern an outsourced or partner-based operation, manage transitions, and act as the in-country executive representative to senior leadership.

You will drive engagement, retention, and performance across all on-site functions, while ensuring compliance with labor laws and SLA-driven outcomes, collaborating across time zones with

Qualifications

• 5+ years site leadership and operations experience.
• Experience leading 200+ full-time employees as senior leader of a Metro Manila global capability center, BPO, or dedicated captive.
• Proven ability to govern a managed services or employer-of-record partner without owning the local legal entity.
• Proven transition leadership experience involving offshored or transitioned work, not just steady-state operations.
• Customer-first and value-oriented leadership focused on customer outcomes.

Responsibilities

• Own site-wide employee engagement and attrition performance, meeting retention targets for transitioned roles.
• Embed the company's values and operating model into everyday on-site behaviors.
• Build the local leadership pipeline so escalations are resolved in Manila rather than referred to the US-based team.
• Oversee end-to-end delivery quality and SLA performance across all on-site functions.
• Lead each transition cohort from onboarding through full productivity against ramp-up targets.
• Manage the site operating cadence, including business reviews, performance metrics, and continuous improvement.
• Own day-to-day relationship with the local delivery partner as the principal representative on the ground.
• Govern SLAs, seating plans, headcount growth, and commercial terms with the partner.
• Protect the dedicated and company-exclusive character of the site.
• Own workplace experience, site security, and business continuity.
• Serve as the chief executive's operational representative in-country.

Skills

Site leadership

People management

Transition leadership

Customer-focused leadership

Executive presence

Cross-timezone collaboration

SLA monitoring

Labor law compliance

Tools

Salesforce

Zoho

Zendesk

Machine learning

Artificial intelligence

Job description

Emapta Philippines is seeking a strategic Site Leader to build and run a high-performing Manila center that delivers customer value and develops local leaders. You will govern an outsourced or partner-based operation, manage transitions, and act as the in-country executive representative to senior leadership.

You will drive engagement, retention, and performance across all on-site functions, while ensuring compliance with labor laws and SLA-driven outcomes, collaborating across time zones with