Key Responsibilities:

This is a leadership position responsible for the services strategy within a major part of the Finance BPO Delivery organization. Responsibilities for this position include development and implementation of business strategies with executive review.
They establish objectives, create business policies and operational guidelines and set long-term plans.
They develop and approve plans for service offerings, processes, operations, business controls, expenses, resources, training, customer satisfaction and other business objectives.
They provide expert advice and guidance to other managers and business professionals in the Finance BPO service business.
They have overall responsibility for the results of multiple departments within span of control and are responsible for providing directions to multiple managers, and high-level directions to department employees.
They are responsible for delivery of highly visible services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives.

Qualifications:

Strong operations delivery background in a global services/shared services/BPO environment, specifically:

- Experience leading large-scale teams (1000+ FTEs) across multiple geographies
- Hands-on leadership in Finance & Accounting process delivery (OTC, PTP, AP, GA, etc.)

Proven experience in client process transitions and stabilization
Accountability for service delivery performance (SLAs, productivity, quality, accuracy)
Strong background in process optimization, automation, and transformation initiatives
Experience managing client-facing operations, stakeholder engagement, and service governance
Track record in driving operational KPIs such as NPS, engagement, retention, and cost efficiency
Exposure to managing delivery portfolios tied to revenue and margin performance

Work Set up and Location: Onsite, Quezon City (UP Ayala Technohub) office, Nightshit schedule