Operations Head (Service Desk) | Taguig

INFOSYS BPM LIMITED Philippine Branch; Taguig; Sur place; PHP 4 000 000 - 6 500 000; Plein temps

Résumé du poste

Infosys BPM Philippines in Taguig is seeking a Client Operations Head (Service Desk) to lead governance, client relationships, and end-to-end service delivery for the account. This senior role drives strategic engagement, manages cross-tower campaigns, and owns P&L responsibilities while guiding Senior and Ops Managers.

The position is on-site at BGC with a US schedule. You will champion operational excellence, stakeholder communication, and transformation initiatives, shaping a high-impact

Qualifications

• Minimum of 15 years overall experience in the BPO, Captive and Shared Services space.
• Extensive background in managing multiple Services Desk campaigns.
• Experience in client/stakeholder management and executive relationship-building.
• Experience in leading governance, controls, and compliance for large accounts.
• Experience with profit & loss/financial accountability (revenue, gross margin, etc.).

Responsabilités

• Drives overall governance including controls and compliance for the account.
• Responsible for client executive relationships and stakeholder management.
• Provides strategic leadership and overall engagement/delivery accountability.
• Manages commercial discussions and growth opportunities.
• Facilitates benchmarking and business transformation.
• Shows accountability for P&L and financial outcomes (revenue, gross margin).
• Directly manages Senior/Ops Managers and cross-tower leads.

Connaissances

People management

Stakeholder management

Service desk leadership

Communication skills

Project management

BI/reporting

Strategic leadership

Description du poste

Are you ready to make an impact? We are hiring for a Client Operations Head (Service Desk) in our BGC, Taguig facility.

Join Infosys BPM Philippines and jumpstart your career!

Key Responsibilities:

• Drives overall governance including controls and compliance for the account

• Responsible in client executive relationship or stakeholder management

• Strategic leadership and overall engagement/delivery accountability

• Manage commercial discussions and growth opportunities

• Facilitate benchmarking and business transformation

• Experience in profit and loss/financial accountability (revenue, gross margin etc.)

• Directly manages Senior/Ops Managers and cross tower leads

Key Requirements:

• Minimum of 15 years overall experience in the Business Process Outsourcing (BPO), Captive and Shared Services space

• Extensive background in managing multiple Services Desk campaigns

• People Management - Experienced Senior Operations Lead/Director/Senior Operations Director

• Assertive and has ‘’Can Do'' attitude with a strong background in service delivery/operations

• Effective Communication Skills. Can drive discussions with C-level audiences, experience in client/stakeholder management

• Experienced people manager with strong delegation capability. Background in Project Management and can drive projects end-to-end

• Result oriented and can deep-dive on process issues, as necessary. Background in Business Intelligence (Reporting, Slides Drafting and Presentation)

• Time Management and Organizational Skills. Someone who is amenable to work on-site (BGC) observing US schedule/shift

• Preferably someone who can start immediately but not required

Why Infosys BPM Philippines?

• Quarterly Performance Bonus

• 24 Leaves annually

• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire

• Outstanding career development opportunities and fast track career progression

• Enjoy a fair work-life balance.

• Learning and Development Trainings

• We value Inclusion and Diversity

• Great Place to Work - Certified

Office Location: 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines.

“We valueDiversity, Equity, and Belongingness. Infosys valuesdiversityand belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines”