VP for BPO Operations

WHR Global Consulting; Cebu City; On-site; PHP 3,000,000 - 5,400,000; Full time

Job summary

WHR Global Consulting in Cebu, Philippines, invites an experienced executive to assume the role of Vice President for BPO Operations, overseeing delivery, performance, and profitability for a US Mortgage Servicing unit. Night shift alignment is focused on US operations, with direct reporting to the Head of Servicing Operations.

The role emphasizes strategic leadership, governance, client management, and operational excellence across a multinational setting, targeting growth and sustainability.

Qualifications

• 17+ years of progressive BPO operations experience, preferably multinational.
• 5+ years in a senior executive or leadership capacity in US Mortgage Servicing.
• Strong track record in P&L management, budgeting, revenue growth and profitability.
• Extensive knowledge of US Mortgage Servicing processes, regulatory standards.
• Proven ability to develop and execute strategic initiatives within budgets.
• Excellent analytical, problem-solving, and data-driven decision-making skills.
• Ability to lead senior management teams and build client relationships.

Responsibilities

• Provide executive oversight of day-to-day BPO operations, ensuring service delivery, operational efficiency, and objective achievement.
• Establish and implement operational strategies, standards, and KPIs to drive productivity and quality.
• Evaluate processes for continuous improvement, automation, and optimization.
• Lead policy and control implementations to strengthen governance and execution.
• Oversee BU financial performance, including revenue growth, expenses, and profitability.
• Develop and monitor budgets, forecasts, and financial targets across cycles.
• Strengthen client relationships and ensure SLA compliance; represent BU in executive discussions.

Skills

Executive leadership

P&L management

Strategic planning

Stakeholder management

Cross-functional leadership

Budget planning

Data-driven decisions

Analytical skills

Client relationships

Education

Bachelor's degree in Business Administration/Management

Job description

Work Schedule: Night Shift (US Operations)

Salary: Open for Negotiation

About the Opportunity

We are inviting experienced BPO executives to take on a key leadership role as Vice President for BPO Operations, overseeing business unit performance, operational excellence, and financial growth.

This executive-level position will lead the overall delivery and performance of the Business Unit, ensuring operational efficiency, exceptional client service, and sustainable profitability. The role will have significant responsibility for driving strategic initiatives, strengthening client relationships, optimizing resources, and achieving business objectives within a dynamic US Mortgage Servicing environment.

Reporting directly to the Head of Servicing Operations, the VP will work closely with senior operational leaders and key stakeholders to drive business performance and organizational success.

Key Responsibilities:

Strategic & Operational Leadership

• Provide executive oversight of day-to-day Business Unit operations, ensuring consistent service delivery, operational efficiency, and achievement of business objectives.
• Establish and implement operational strategies, performance standards, and measurable KPIs to drive productivity, service quality, and overall effectiveness.
• Evaluate existing business processes and identify opportunities for continuous improvement, automation, and operational optimization.
• Lead the implementation of policies, procedures, and operational controls to strengthen governance, accountability, and execution.

Financial & Business Performance

• Take ownership of Business Unit financial performance, including revenue growth, expense management, cost optimization, and profitability.
• Develop, manage, and monitor budgets, forecasts, and financial targets across monthly, quarterly, and annual business cycles.
• Ensure effective revenue recognition, margin management, and efficient resource allocation.
• Drive business strategies and initiatives that support sustainable growth and achievement of financial commitments.

Client & Stakeholder Management

• Strengthen relationships with key clients, internal stakeholders, and external business partners.
• Ensure service delivery consistently meets or exceeds client expectations, contractual obligations, and established SLAs.
• Drive customer satisfaction through effective operational strategies, service improvements, and timely resolution of business concerns.
• Represent the Business Unit in executive-level discussions, business reviews, and strategic planning sessions.

People & Performance Management

• Establish clear performance expectations, allocate resources effectively, and promote a culture of accountability and operational excellence.
• Provide strategic direction and leadership to senior operational managers and their respective teams.
• Develop leadership capabilities and strengthen succession planning within the organization.
• Ensure alignment of departmental strategies, workforce performance, and business priorities.

Qualifications & Experience:

• Bachelor's degree in Business Administration, Management, or a related field.
• At least 17 years of progressive BPO Operations experience, preferably within multinational organizations.
• Minimum of 5 years in a senior executive or leadership capacity, with direct experience in US Mortgage Servicing Operations.
• Strong track record in managing large-scale operations, business performance, and financial objectives.
• Demonstrated experience in P&L management, budget planning, revenue growth, cost control, and profitability.
• Extensive knowledge of US Mortgage Servicing processes, operational requirements, and applicable regulatory and compliance standards.
• Proven ability to develop and execute strategic initiatives within established budgets and timelines.
• Strong executive presence, stakeholder management, and influencing capabilities.
• Excellent analytical, problem-solving, and data-driven decision-making skills.
• Ability to lead senior management teams, drive organizational performance, and build strong client relationships.

Why Consider This Opportunity?

• Executive-level leadership role with significant influence over Business Unit strategy and performance.
• Opportunity to drive business growth, operational transformation, and profitability.
• Direct collaboration with senior leadership and key business stakeholders.
• Competitive and negotiable compensation package based on experience and qualifications.
• Opportunity to lead a major US Mortgage Servicing operation in Cebu.