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Site Operations Director

Philippines Permanent Work from Home or Hybrid View Job Description
In this role, you will be in charge of managing on-site teams who will be taking care of Collections, Customer Experience, and Shared Services operations. You will also be taking direct accountability for performance, full cycle personnel management, quality of service, and budget management.
  • Opportunity to work in a high-growth global technology company.
  • Play a vital role in driving financial inclusion.

About Our Client

Our client is a global technology company who is paving the way to make financial services more accessible for everyone. With a mission of creating a unique platform that enables lending and other financial services around the world, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence.

Job Description

  • Drive a culture of customer centricity and operational excellence for the company.
  • Manage teams and achieve KPI goals for recoveries (recovery rate, cure rate, etc.) and Cx (first reply time, CSAT, KYC TAT, etc.) across internal team and external agencies, including QA adherence.
  • Manage growth planning, hiring, staffing, scheduling, personnel development, succession planning, compensation and incentives within cost boundaries. collaborating closely with support teams (HR, IT, Finance).
  • Align and coordinate day to day operations between each sub-department to generate operational synergies and drive improvements.
  • Assess, test, and implement improved processes and new technologies in collaboration with other teams.
  • Create an environment of process excellence, with controlled, measurable, sustainable processes that enable your teams to handle volume and complexity changes, including successfully executing on tests, experiments, and improvement strategies with team of analysts and managers.
  • Build PH strategic operations road map and prioritisation based on local and global initiatives.
  • Identify the root cause of issues impacting results, communicate trade offs/risks for different solutions, and lead implementation of improvement programs.
  • Define and monitor crisis management plan, including emergency procedures for Recoveries and CX.

The Successful Applicant

  • Business-related degree.
  • Project-management skills is an advantage.
  • 10+ years of experience in customer experience, debt collection, and contact center-related work.
  • 5+ years of management experience, matrix management experience is preferred.
  • Experience managing a dynamic network of partners, service providers, and companies/agencies.
  • Experience managing a dynamic network of partners, service providers, and companies/agencies.
  • Experience in delivering improvements in operational efficiency.
  • Measurable impacts to KPIs in previous work.
  • Strong alignment with customer-centric approaches and best practices.
  • Working experience in financial services in an added advantage.

What's on Offer

  • Become a part of a high-growth company centered on financial inclusivity.
  • Work with multiple stakeholders.
  • Flexible working hours.
Contact
Lucellina Cabrera
Quote job ref
JN-032024-6366723
Phone number
+63 2 7795 2819

Job summary

Function
Sales
Sub Sector
Business Development
What is your area of specialisation?
Business Services
Location
Philippines
Job Type
Permanent
Consultant name
Lucellina Cabrera
Consultant contact
+63 2 7795 2819
Job Reference
JN-032024-6366723
Work from Home
Work from Home or Hybrid

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.