Manila Site Leader: Global Ops & Growth

Emapta; Mandaluyong; On-site; PHP 2,500,000 - 4,200,000; Full time

Benefits offered by this job

Competitive salary

Fixed weekends off

HMO coverage

Ortigas office location

Salary advance

Upskilling through Emapta Academy

Gym access 24/7

Lifestyle perks

Referral incentives

Annual leave

Engagement activities

Mentorship exposure

Career growth

Diverse environment

Job summary

Emapta seeks a visionary Site Leader to build and lead a high-performing Manila center that delivers customer value, develops local leaders, and strengthens operational accountability. The role drives end-to-end delivery, transition programs, and a world-class workplace culture.

You will govern partnerships, oversee SLAs, and ensure a customer-first approach while representing the site to senior leadership. Excellent executive presence and cross-timezone collaboration are essential for success.

Qualifications

• 5+ years of relevant site leadership and operations experience.
• Experience leading 200+ full-time employees as the 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.
• Customer-first and value-oriented leadership focused on customer outcomes rather than internal activity or throughput.
• Executive presence and maturity to serve as the chief executive's in-country representative and represent the site to senior leadership.
• Comfort working across a significant time-zone difference with a US-based executive team.
• Knowledge of site management coordination, SLA monitoring tools, and applicable labor laws and regulations.
• Familiarity with Salesforce, Zoho, Zendesk, machine learning, and artificial intelligence.
• Strong communication, technical communication, critical thinking, ownership, and accountability.

Responsibilities

• Own site-wide employee engagement and attrition performance.
• 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 agreed ramp-up targets.
• Manage the site operating cadence, including business reviews, performance metrics, and continuous improvement.
• Own the day-to-day relationship with the local delivery partner as the company's principal representative on the ground.
• Govern SLAs, seating plans, headcount growth, and commercial terms while holding the partner accountable through a clear scorecard.
• Protect the dedicated and company-exclusive character of the site.
• Own the workplace experience, site security, and business continuity.
• Ensure the office reflects the company's brand and supports a high-performance culture.
• Serve as the chief executive's operational representative in-country and the single point of accountability for Manila.
• Represent the site to the executive team and, when required, to company ownership.
• Operate effectively across a significant time-zone difference with a US-based leadership team.
• Bring transitioned roles to target productivity while maintaining attrition below the agreed threshold.
• Establish a functioning local leadership structure and measurably reduce escalations to the US-based team.
• Maintain employee engagement at or above the company benchmark while establishing Manila as one unified company site.
• Operate partner governance through a clear scorecard, with SLAs and commercial terms actively managed.
• Fully establish workplace standards for the dedicated center.

Skills

Site leadership

Operations management

Executive presence

Time-zone collaboration

Stakeholder management

Customer-centric leadership

Leadership development

Strong communication

Accountability

Tools

Salesforce

Zoho

Zendesk

Job description

Emapta seeks a visionary Site Leader to build and lead a high-performing Manila center that delivers customer value, develops local leaders, and strengthens operational accountability. The role drives end-to-end delivery, transition programs, and a world-class workplace culture.

You will govern partnerships, oversee SLAs, and ensure a customer-first approach while representing the site to senior leadership. Excellent executive presence and cross-timezone collaboration are essential for success.