Senior Director, Service Delivery & Client Operations (US Hours)

Health Carousel Global Services, Inc.; Metro Manila; On-site; PHP 2,511,000 - 3,181,000; Full time

Benefits offered by this job

Night-shift premium

HMO coverage

Life insurance

Transport allowance

Executive Leadership Team seat

Job summary

Health Carousel Global Services, Inc. in Metro Manila is seeking a Senior Director to establish and lead our US-hours service delivery operation in Ortigas Center, Pasig.

You will own end-to-end queues, staff coverage, and SLA/KPI performance while building the operating model and leadership team. You will report to the President and work with our US-based client on commercial relationships, pricing, and SOWs, with a focus on operational excellence and process improvement across multiple sites

Qualifications

• Bachelor's degree required; postgraduate a plus.
• Minimum 8 years in BPO/shared-services operations with senior ownership of live service delivery (SLA/KPI).
• Experience in client-facing delivery: scoping, pricing, SOWs, business reviews, escalations.
• Experience setting up a new operation/shift/service line and building the management team.
• Proven leadership in process improvement across multi-site or multi-provider operations.
• Ability to partner with technology, security, and vendor teams.
• Track record leading teams on US-hours night shift.
• Leadership training such as Advanced People Handling or General Management.
• Strong executive presence with excellent communication and presentation skills.

Responsibilities

• Own end-to-end delivery for assigned service queues, including staffing, coverage, SLA/KPI performance, quality and cost.
• Lead day-to-day operational decisions, issue resolution, and performance management.
• Set up operating model, controls, and routines for the US-hours operation.
• Grow queues and scope over time and build the management team ahead of growth.
• Serve as senior executive during US hours, ensuring smooth operations when daytime leadership is offline.
• Lead responses to safety, security, emergencies, facilities incidents and continuity events.
• Represent leadership to client counterparts and drive commercial relationships and billing accuracy.
• Drive operational excellence and standardization across processes and locations.
• Lead the Process Excellence team through its Associate Director and ensure timely, quality deliverables.

Skills

8+ years BPO leadership

Client-facing delivery

New operation setup

Process improvement

Cross-functional partnerships

US-hours leadership

Leadership training

Executive presence

Education

Bachelor's degree

Job description

Job title: Senior Director, Service Delivery & Client Operations (US Hours)

Company: Health Carousel Global Services, Inc. (HCGSI)

Location: Ortigas Center, Pasig City

Employment type: Full-time

Schedule: Night shift (US Eastern business hours)

About the role

HCGSI is looking for a Senior Director to establish and lead our US-hours service delivery operation.

You'll own assigned service queues from start to finish, lead the shift as the senior executive on duty, and drive operational excellence across processes that involve HCGSI, our US-based client, and other providers. You'll also work closely with the President on the commercial and service relationship with our client.

This is a build role. The operating model, management routines, and leadership team for the US-hours operation are still being set up. The initial scope is focused, and it's expected to grow substantially as more queues and responsibilities are added.

You'll be part of the Executive Leadership Team and report directly to the President. You'll also lead our new Process Excellence function through its Associate Director.

What you'll do

Queue ownership and operational build

• Own end-to-end delivery for assigned service queues, including staffing, coverage, SLA and KPI performance, quality, and cost




• Lead day-to-day operational decisions, issue resolution, and performance management




• Set up the operating model, controls, and management routines for the US-hours operation




• Take on more queues and scope over time, and build the management team ahead of growth

Shift and site leadership

• Serve as the senior executive in charge during US hours, keeping operations running smoothly when daytime leadership is offline




• Lead the response to employee safety and security concerns, medical and personal emergencies, facilities incidents, and business continuity events




• Represent HCGSI leadership to client counterparts working the same hours

Operational excellence

• Drive operational excellence across end-to-end processes, starting with your own queues




• Make sure processes and measures can move across locations and providers without rework




• Set up quality plans, standard operating procedures, and continuous-improvement practices




• Build partnerships with technology, security, and vendor teams to improve process visibility and data access

Process Excellence leadership

• Lead the Process Excellence team through its Associate Director




• Make sure the team's work is delivered on time and to quality for the client




• Protect the team's objectivity when its work involves your own queues




• Help make sure new improvement methods become a lasting part of how HCGSI works

Commercial and client relationship

• Support the President in managing the commercial and contractual relationship with the client




• Help scope new work into Statements of Work, including pricing and bill rates, together with Finance




• Oversee accurate and timely invoicing




• Support or lead regular business reviews on performance, quality, and commercial results




• Act as the first escalation point for client delivery issues

What we're looking for

• Graduate of any four-year course. A postgraduate or master's degree is an advantage.




• At least 8 years in BPO or shared-services operations, leading people and driving results, including senior ownership of live service delivery with SLA and KPI accountability




• Client-facing service delivery experience, including scoping work, contributing to pricing, managing Statements of Work, running business reviews, and handling escalations




• Experience setting up a new operation, shift, or service line, not only running an established one, including building the management team behind it




• Operational excellence or process improvement leadership across multi-site or multi-provider operations




• Proven ability to partner with technology, security, and vendor teams across an organization




• Track record leading teams on a US-hours night shift




• Leadership training such as Advanced People Handling or General Management




• Strong executive presence, with excellent communication and presentation skills

Nice to have

• Knowledge of the US healthcare, staffing, or revenue cycle management industry




• Familiarity with US immigration and credentialing




• Experience owning a process improvement or work management platform capability




• Six Sigma, PMP, or COPC certification

Work schedule

• Monday to Friday, 8:00 a.m. to 5:00 p.m. US Eastern Time (night shift in the Philippines)




• Philippine hours shift by one hour when US daylight-saving time starts or ends




• Follows the US holiday calendar

Compensation and benefits

• Basic monthly salary: ₱225,000 to ₱285,000, depending on qualifications




• 20% night-shift leadership premium




• HMO coverage with 2 dependents




• Group life insurance




• Monthly allowances, including representation and transportation, health and wellness, and communication




• Vacation, sick, birthday, and bereavement leave




• 13th-month pay and government-mandated benefits




• A seat on the Executive Leadership Team

Why you'll love working here

At HCGSI, we believe people do their best work when they feel supported. Our team lives by four core values: Teamwork, Integrity, Excellence, and Service.

• A supportive, people-first workplace. We inspire, develop, and support one another, and our leaders take time to listen.




• Build it your way. Shape a new operation from the ground up and set the standards others will follow.




• A real voice at the top. Join the Executive Leadership Team and work directly with the President.




• Lead with trust. Own your operation and your decisions, with leadership that backs your judgment.




• Care beyond work. Wellness programs and team celebrations show we value the whole person.




• Grow as we grow. As the operation expands, so do your scope and influence.

If you've built an operation before and want to lead with people who genuinely care, we'd love to hear from you.