We are seeking an experienced and results-driven Operations Director to lead our service delivery operations in Manila, Philippines. In this strategic leadership role, you will oversee the end-to-end service delivery function, ensuring exceptional service quality, operational excellence, and customer satisfaction. You will be responsible for managing cross-functional teams, optimizing processes, and driving continuous improvement initiatives to meet organizational objectives and exceed client expectations. Responsibilities: Develop and execute comprehensive service delivery strategies aligned with organizational goals and client requirements Lead, mentor, and manage service delivery teams, fostering a culture of accountability, excellence, and professional development Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure consistent service quality and operational efficiency Analyze service delivery metrics and performance data to identify trends, gaps, and opportunities for improvement Implement process optimization initiatives using methodologies such as Lean or Six Sigma to enhance operational efficiency and reduce costs Manage vendor and supplier relationships to ensure quality service delivery and cost-effectiveness Oversee budget planning, resource allocation, and financial management for the service delivery function Coordinate with stakeholders, including clients, internal departments, and senior leadership, to ensure alignment and satisfaction Develop and implement risk management strategies to mitigate service delivery disruptions Conduct regular quality assurance reviews and audits to maintain compliance with organizational standards and industry best practices Drive continuous improvement through regular team feedback, training programs, and knowledge sharing initiatives Qualifications Minimum 15 years of overall experience of which 8 years are of progressive experience in service delivery management or related operations management roles Proven track record of leading and managing large, diverse teams in a corporate environment Excellent people management skills, developing leaders and managing large teams. Strong expertise in process optimization, performance management, and operational excellence Demonstrated ability to analyze complex data, develop actionable insights, and make data-driven decisions Excellent project management skills with experience managing multiple concurrent initiatives Proficiency in budget management, financial analysis, and cost optimization Strong communication and interpersonal skills with the ability to engage effectively with stakeholders at all levels Solid understanding of quality assurance principles and continuous improvement methodologies Proficiency with business intelligence tools, CRM systems, and data analysis software Preferred: Experience with multi-site or regional service delivery operations Preferred: Familiarity with risk management frameworks and business continuity planning
