Senior Director – ITeS/BPO Operations – BFSI Vertical (12-18 yrs)

Role : Senior Director – Operations ITeS/BPO ( BFSI Vertical)

Location : Philippines ( Manila)

Position Summary:

This role will be responsible for creating profitable growth and operational delivery of Philippines Center by setting Strategic direction to the Country Head, and is a key member of the Organisations leadership team.


– Overseeing operational activities for the organization.

– Responsible for the strategic planning and execution of all operations program. Provide high level management to Program Directors and Senior Managers to maintain a consistently high standard of program delivery and outstanding client and staff experience across all sites.

– Align staff and all other resources to most efficiently and effectively achieve programmatic objectives.

– Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development. Manage and grow a portfolio for US financial institutions.

– Support development of program policies, rules, protocols, handbooks, and forms for all program components.

– Ensure compliance with regulatory client guidelines and standards. Take leadership role in migration to new case management database.

– Maintain a culture of performance management and continuous improvement, helping staff focus on both their individual clients as well as the site overall goals. Responsible for revenues, headcount and all client deliverables.

– Identify opportunities to streamline business processes and systems. Represent the company and actively participate in operational reviews, MBRs/QBRs.

– Maintain internal and external MIS reports.

– Manage project revenues, manpower and profitability for processes, and take necessary actions to meet required targets

– Responsible for monthly/quarterly/annual performance appraisals of employees in the vertical.

– Minimizing operation expenditure within the business. P&L management.

– Developing leadership and coaching programs to increase employee effectiveness.

– Provide strategic direction to assigned lines of businesses.

– Improve employee retention and enhance employee engagement. Perform other duties assigned.

Preferred Qualification / Work Experience:

– MBA from reputed business school

– Preferably currently living in Philippines (and has valid work permit)

– Overall work experience of 12-18 years with at least 5-7 years experience leadership role

– Specializing in Banking/Financial Services/ Customer Service or similar in a BPO / ITeS setting.

– Strong understanding of P&L, cost management and financial performance

– Must carry an experience working in the Philippines for at least 5+ years in a BPO


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