Senior Director, US Hours Service Delivery Lead

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

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