Country Head

Role: Country Head

Position Summary
The Country Head for the Philippines will serve as the senior-most leader responsible for the overall management and strategic direction of client's operations in the country. This role encompasses full accountability for business performance, operational excellence, financial stewardship, human resources, compliance, and stakeholder engagement. They will ensure alignment with client's global vision while driving growth, innovation, and a strong organizational culture in the Philippines that is aligned with client's vision and values.

Strategic Leadership
• Define and execute the country strategy in alignment with client's global objectives and regional priorities.
• Drive business growth through operational excellence, innovation, and customer-centric initiatives.
• Represent client in the Philippines market, maintaining strong relationships with regulators, industry bodies, and key partners.

Operational Oversight
• Provide end-to-end leadership for all functions, including Contact Center Operations, HR, Finance, IT, Risk & Compliance, and Facilities.
• Ensure delivery of service excellence, adherence to SLAs, and continuous improvement across all operational areas.
• Oversee technology adoption, automation, and digital transformation initiatives to enhance efficiency and scalability.

Financial Management
• Own the P&L for the Philippines entity, ensuring profitability and cost optimization.
• Develop and manage budgets, forecasts, and financial reporting in compliance with corporate standards.

Human Resources & Culture
• Lead talent strategy, including recruitment, retention, and leadership development.
• Foster a culture of inclusion, engagement, and high performance aligned with client's values.
• Ensure compliance with local labor laws and global HR policies.

Risk & Compliance
• Maintain robust governance frameworks to ensure regulatory compliance and mitigate operational risks.
• Serve as the primary point of accountability for audits, legal matters, and data privacy requirements.

Stakeholder Engagement
• Act as the face of client for internal and external stakeholders.
• Collaborate closely with global and regional leadership to ensure strategic alignment and operational synergy.

Qualifications
• Bachelor's degree in Business, Operations Management, or related field; MBA preferred.
• Minimum 10+ years of experience in contact center operations, with at least 5 years in a senior leadership role.
• Proven track record in managing large-scale operations (1,000+ FTEs) in a multinational environment.
• Strong understanding of customer service metrics, workforce planning, and technology platforms.
• Excellent leadership, communication, and stakeholder management skills.
• Significant knowledge of Philippines labor laws and regulatory environment.