Vice-President for Business Operations & Transformation

Careernet; Manila; On-site; PHP 7,000,000 - 11,000,000; Full time

Job summary

Careernet is seeking a Senior Director for Business Operations & Transformation in the Philippines to lead AI-enabled transformation, align delivery with client needs, and drive operational growth across geographies including India and Puerto Rico. The role requires strong executive presence, strategic vision, and capability to build scalable, future-ready teams.

The leader will own operations strategy, planning, and execution, partnering with global capability leaders and enabling teams to

Qualifications

• Must have leading operations at a multi-country level.
• Must have managing resources across multiple sites.
• Must have expertise in Operations.
• Experience building centres, scaling, growing footprint and developing new capabilities.
• Global experience, working in an international market.
• Experience leading enterprise transformation using AI, automation, advanced analytics or digital technologies.
• Healthcare, financial services or other highly regulated industry experience.

Responsibilities

• Lead enterprise-wide transformation through AI, technology and innovation across geographies.
• Oversee governance, operating discipline and leadership accountability for sustained transformation.
• Partner with senior enterprise leaders to translate strategy into actionable plans and metrics.
• Drive productivity and efficiency while balancing cost, quality, and customer outcomes.
• Attract and develop future-ready talent and strengthen leadership depth.

Job description

• The Senior Director for Business Operations & Transformation is a pivotal member of the Operations Philippines senior leadership team. This leader will advance organizational growth by combining strategic vision and AI-enabled problem-solving with deep customer and provider insights, technological innovation, operational discipline, and enterprise influence to reimagine service delivery, accelerate transformation, and create lasting value amid ongoing disruption.
• The role oversees the strategy, execution, AI- and technology-enabled transformation, and governance of interconnected business operations serving segments primarily in the Philippines, with extended delivery teams in India, Puerto Rico, and future growth markets. The leader will develop a strong understanding of each business area's leadership, structure, responsibilities, and workflows; enable operational growth; align delivery with customer needs and standards; and attract, retain, and develop future-ready, AI-enabled talent.
• The leader will own operations strategy, planning, and execution. In partnership with client Operations Global capability leaders and enabling teams, the leader will strengthen workforce planning, implement continuous improvement and transformation initiatives, improve quality, efficiency, and financial performance, and integrate operational data into business planning. The role will set and monitor performance targets through MBOs; align talent strategy with enterprise, People Team, Client Technology, and Workforce Management priorities; and lead engagement and communications that strengthen the internal and external employer brand.

Key Accountability

The key accountabilities for the Senior Director for Business Operations & Transformation will include:

Lead with a transformative mindset by bringing together business delivery, customer and provider insights, product expertise, innovation, and AI-enabled technology.

• Driving enterprise-wide business and capability transformation through AI, technology, and innovation
• Maintaining deep knowledge of technology and market trends to anticipate shifts in business needs and identify capabilities that create strategic value
• Establishing the governance, operating discipline, and leadership accountability required to sustain transformation across geographies and business segments

Enterprise Mindset and Stakeholder Partnership

Build a high-performing, agile environment by translating the group’s strategic vision into clear priorities and strengthening collaboration across adjacent/ matrixed capabilities, customer, global, and enterprise teams.

• Communicating strategy, priorities, and plans clearly to local teams
• Building trusted relationships with customers and enterprise leaders to collaborate, co-innovate, and advance shared priorities
• Leading with energy, accountability, and adaptability in a complex, 24/7 operating environment

Enterprise Value-Driven Operational Performance and Growth

Elevate operational performance to deliver strategic value and position global business operations for sustained growth.

• Partnering effectively with senior enterprise leaders and stakeholders at every level of the organization
• Managing multiple priorities and high-pressure situations while maintaining speed, quality, and disciplined execution
• Drive productivity and efficiency across locations and lines of business through clear processes, controls, and performance metrics while improving customer, employee, costs, and business outcomes
• Advancing operational innovation through automation, digitals tools, simplification, and best practices to improve quality, speed, cost, productivity, and experience
• Balancing strategic leadership with a hands-on approach to resolving operational challenges

Translate enterprise strategy into sustainable business value through disciplined financial leadership, commercial insight, and data-informed resource allocation.

• Translating enterprise priorities into integrated financial and operating plans
• Using financial, operational, customer, and market insights to evaluate performance, challenge assumptions, and guide timely resource-allocation decisions
• Strengthening financial performance by optimizing cost and capacity while proactively managing financial and operational risk

Future-Ready Talent, Capability, and Culture

Partner with the People Team to build leadership capacity, management depth, and future-ready capabilities that support growth

• Fostering innovation, enterprise product orientation, and stronger AI and technology literacy.
• Coaching and developing the leadership team to scale operations and strengthen future-ready competencies
• Building succession pipelines, management effectiveness, workforce diversity, and bench strength at all levels
• Ensuring the right people are in the right roles and conducting timely talent and performance reviews to address gaps
• Leading by example and reinforcing integrity, company values, and the organization’s long-term vision

Must have

Nice to have

Leading operations at a multi-country level

Managing resources across multiple sites

Expertise in Operations

Experience in building centres, scaling, growing footprint and developing new capabilities

Global experience, working in an international market

Experience leading enterprise transformation using AI, automation, advanced analytics or digital technologies

Healthcare, financial services or other highly regulated industry experience

Building senior leadership capability, succession pipelines and management depth

The ideal candidate will be a senior leader with expertise in Operations and with considerable experience in leading large teams. S/he should possess commercial and business acumen, P&L oriented thinking, strategic vision, global outlook and the leadership to take on a role of this stature. S/he will ideally have a successful track record of managing and delivering on transformational engagements, driving complex operations delivery / timelines and building long-term stakeholder relationships.

Experience in people management, leading teams in both direct and matrix reporting lines, and building organizational capability is critical for success in this position. It is important that the ideal candidate is extremely SLA / delivery oriented, strategically driven and commercially oriented. The ideal candidate is business-friendly and focuses on business outcomes for customer success.

S/he will be entrepreneurial, energetic with excellent executive presence and with solid visioning and strategic capabilities. A convincing executive presence, the credibility and stature to carry stakeholders through influence, and the highest standards of personal integrity and trust, are key attributes for this position. An impeccable focus on building breadth and depth of leadership, driving collaboration & partnerships, taking ownership and accountability and building effective teams is extremely essential for this position.

It will be important that the individual bring the ability to dive deep into the details, while maintaining a strategic view of the business and its challenges and opportunities. At the same time, s/he will be someone who is equally comfortable operating in the trenches with his/her team and has the ability to roll up his/her sleeves to get things done. S/he will have a hands-on style and a flexible attitude to balance across and work with different set of stakeholders, and have strong interpersonal, influencing and relationship skills. S/he will have strong verbal and written communication skills, and the personal ability to collaborate and communicate effectively with a culturally diverse group of peers and colleagues.Additionally, the ability to operate effectively with senior stakeholders, exert influence across boundaries, and ensure speed of action in a distributed environment will be critical success factors for the position.

Leadership Skills

The ideal candidate will demonstrate the following leadership practices

Vision and Strategy Formulation: S/he will have the ability to assess the most likely future, partner with teams in developing and running scenarios. Have the ability to create the best strategic path, articulate vision and strategy and keep the plans on track.

Achievement Drive: S/he will set ambitious goals for the teams, would enable, and empower his/her team to show initiative and approach tasks with energy and confidence. The incumbent will be expected to motivate others with infectious enthusiasm and also partner effectively by deploying self against goals and objectives.

Developing Others: S/he will assemble aligned talent and clearly communicate goals and aspirations. The incumbent will be expected to create team accountability by leveraging best practice teaming processes. The incumbent will further the organization agenda by establishing a collaborative culture. Leading from the front, the incumbent would be expected to debrief team successes and failures.

Leading Change and Transitions: In a complex business environment, s/he will be expected to anticipate the need for change and times for transitions. To support the transition, the incumbent would need to develop detailed change plans ahead of the need and apply best practice change initiatives and techniques. The leader would help prepare people and groups for transition by understanding the emotions that groups/ individuals feel during change and transitions.

Motivating and Influencing: S/he will have a deeper understanding of what moves people to change, would have the interest and energy to deal with people individually and in teams. The leader will seek to inspire and motivate people by appealing to values, ideals and needs.

Uncertainty and Ambiguity Comfort: We work in an ever-evolving business environment and our leaders are expected to assess degrees of uncertainty and ambiguity related to key challenges. S/he will be expected to use probability thinking and language to communicate ambiguity and make uncertainty easier for others. Leading from the front, s/he will help others with the anxiety of ambiguity.

Systems Thinking: S/he will have the ability to see the bigger picture of how systems operate interdependently. Critical expectation will be to manage enterprise-wide alignment of organizational systems and utilize the right system for change and organizational functioning.

AI and Digital Fluency: S/he will apply AI-enabled problem solving, advanced analytics, automation and emerging technologies to reshape operating models and improve outcomes responsibly. The leader will connect technology decisions to customer value, operational performance and measurable enterprise impact.