Job Description

This is an exciting opportunity for someone who would like to be part of a multi-awarded company for delivering consumer-grade employee experiences to global organisations.

Overall purpose and responsibilities of the role:

As Operations Director, you will help develop and set-up, establish and manage Philippine (Cebu) office, including physical officer set up, leading daily operations, recruiting, training and development, with the goal of delivering a high quality of customer service and satisfaction.  Provides strategic and tactical directions to achieve short- and medium-term business goals, including growth, employee engagement and retention, customer satisfaction and retention, operational efficiency, revenue, and margin.

Duties and Responsibilities:

Lead set up of Cebu office with support from UK covering: 

• Recruitment of Management Team and first employees 
• Physical office set up 
• Ensuring implementation of training plan for first hires 

Senior Leader with overall responsibility for effective operational and commercial performance of Cebu office measured by: 

• Customer NPS 
• Performance versus SLAs 
• Individual and team level OKRs 
• Employee Satisfaction
• Internal budget management  

Line management responsibility for Employee Support Team Leaders/Managers and functional specialists (such as InfoSec)  

Owns communication of the company’s business objectives to Cebu Team & conversely represents the interests of Cebu Team in wider Senior Leadership Team 

Cultural champion – communicates and embodies the company’s culture and values 

Support business case for future expansion of Cebu office to potentially include Software Engineering and Technical Teams 

Must-have Skills / Qualification:

• Minimum 5 years of experience in the BPO industry in senior leadership position
• Bachelor degree or equivalent tertiary qualification
• Someone who has lead a team through a period of growth
• Experience in start-up or BPO operations and development of processes and team structure
• Significant experience managing Team Leaders/Managers or Supervisors
• Ability to deal with unexpected day-to-day challenges
• Ability to problem solve and ‘think-outside-the-box’
• Solid relationship and team building skills
• Positive attitude and unwavering integrity
• Ability to motivate staff and ensure high morale
• Excellent people management skills, has a pleasing personality and has demonstrated the ability to motivate individuals to exceed performance initiatives
• Exceptional written and verbal communication skills
• Willing to travel to UK

Job Type: Permanent
Emp Type: Full-time

Location - Work from home until such time that the company has been fully incorporated and will have their physical office Cebu 
Working hours - Monday – Friday, Flexible between 1:00 am to 4:00 pm PH time 

Initially appointed as a full-time Contractor until the local entity had been established