Country Manager (Cebu) #34816

COMPANY CONFIDENTIAL - Provider of critical infrastructure services.

Overall purpose and responsibilities of the role:

Lead all Philippine operations for the company’s Global Capability Center (GCC), ensuring high-performance delivery of all departments serving their US entity counterparts. Serve as the senior-most in-country executive, responsible for people, operations, compliance, culture, and growth. Act as strategic partner to U.S. leadership, providing insights, reporting, and operational recommendations.

Duties and Responsibilities:

Leadership & Strategy

• Provide overall leadership and direction for the Philippine GCC, ensuring alignment with company goals.
• Build and scale teams across all Support functions.
• Drive operational excellence through performance KPIs, SLAs, and continuous improvement initiatives.
• Develop the GCC’s annual operating plan, budget, and staffing roadmap with US team guidance and input

Operations Management

• Oversee day-to-day operations, ensuring productivity, quality, and timely service delivery.
• Implement standard operating procedures (SOPs), controls, and workflows across departments.
• Monitor utilization, capacity planning, and staffing optimization. People Management & Culture
• Recruit, develop, and retain strong leadership and high-performing teams.
• Foster a culture of accountability, transparency, and proactive communication.
• Implement employee engagement, retention, and development programs.
• Oversee performance management and talent planning.

Client & Stakeholder Management

• Serve as senior point of contact for U.S. stakeholders.
• Provide regular operational reporting, dashboards, and insights into performance trends.
• Participate in client calls, process reviews, and business development opportunities.
• Ensure adherence to SLAs and timely resolution of escalations.

Compliance, Risk & Governance

• Ensure compliance with Philippine labor law, BIR regulations, and government reporting.
• Oversee internal controls, data security standards, and quality assurance frameworks.
• Manage legal and regulatory issues as needed.
• Ensure vendor, lease, and government compliance for office operations.

Financial & Administrative Oversight

• Oversee local budgeting, forecasting, and cost management.
• Review payroll, benefits, and compensation frameworks and ensure alignment where possible with US processes
• Collaborate on pricing, cost models, and margin planning for the GCC.

Requirements:
• 8–12+ years leadership experience in BPO, shared services or GCC operations.
• Prior country manager experience required
• Proven ability to scale organizations from startup to medium/large teams.
• Excellent communication and stakeholder-management skills.
• Knowledge of Philippine labor, BIR and operational compliance.
• Experience handling different departments like HR, Finance etc.
• Experience leading 100+ headcount organizations is a plus.
• Bachelor’s degree required.
• Open to candidates outside Cebu – willing to relocate

Key Competencies

• Strategic thinking and execution
• Strong leadership presence
• Analytical and data-driven
• Process improvement mindset
• High emotional intelligence
• Excellent communication
• Problem solving and escalation management
• Cultural alignment with U.S. business environment

Working hours / Job Type: Monday to Friday - 10pm to 7am Philippine time (Will follow EST time zone 95% of the time)

Location: Cebu