GCC Head BPO Services

Muntinlupa - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Summary:

The GCC Head BPO Services will be responsible for establishing expanding and leading the overall operations of the Global Capability Center (GCC). This role will oversee end-to-end service delivery across multiple functions including Billing & Engagement Operations Finance Operations HR Operations Leadership Support and Design & Marketing Support. The leader will ensure that the GCCs operations are fully aligned with the clients global business objectives while driving innovation through AI automation and emerging technologies.

In addition the GCC Head will ensure compliance with both local regulations and global corporate standards foster a culture of performance excellence and build sustainable operational capabilities in preparation for the centers transition to the client. This position requires a strategic and results-driven leader with deep expertise in shared services management operational transformation and stakeholder engagement.

Key Responsibilities: Strategic Leadership & Governance

Lead the end-to-end setup and operationalization of the GCC in Manila ensuring full alignment with the clients global strategy and Build-Operate-Transfer (BOT) model timelines.
Define and implement the operating model governance framework and performance metrics in accordance with global standards.
Build and develop a high-performing leadership team across all service lines and establish strong relationships with the clients global leadership.
Foster a culture of service excellence innovation accountability and continuous improvement throughout the organization.

Service Delivery Oversight

Ensure seamless and efficient service delivery across key BPO functions: Billing & Engagement Support Finance Operations HR Operations Leadership Support and Design & Marketing Support.
Monitor and manage SLAs KPIs and quality metrics to achieve and maintain high client satisfaction.
Oversee risk management compliance and audit readiness across all functions ensuring operational integrity.
Maintain robust data security governance and adherence to global regulatory frameworks.

People & Culture Leadership

Attract develop and retain top talent across multiple disciplines.
Build a collaborative inclusive and performance-driven culture that encourages innovation and accountability.
Champion initiatives that promote employee engagement learning and development leadership growth and diversity and inclusion.

Stakeholder Management & Executive Support

Act as the primary liaison between the GCC and global client stakeholders.
Cultivate strong partnerships with business leaders to anticipate evolving needs and deliver value-added services.
Represent the GCC in global forums contributing to strategic discussions and long-term planning.
Leverage professional influence and networks to enhance collaboration partnerships and organizational growth.

Transformation & Innovation

Lead digital transformation initiatives driving automation process optimization and innovation across all service lines.
Utilize data analytics and business insights to enhance decision-making and operational efficiency.
Promote a forward-thinking agile mindset that adapts to changing business landscapes and emerging technologies.

Required Skills & Competencies

Proven experience in establishing or leading large-scale GCCs or shared services operations.
Deep expertise in BPO service delivery across finance HR operations and creative functions.
Strong leadership and stakeholder management capabilities with C-suite exposure.
Demonstrated ability to drive digital transformation through AI automation analytics and cloud technologies.
Excellent people leadership talent development and cross-cultural management skills.
Strong financial acumen including budget management and cost optimization experience.
High resilience adaptability and execution focus in dynamic fast-growing environments.
Familiarity with global compliance risk management and regulatory frameworks.

Qualifications

Education: MBA or advanced degree in Business Finance Technology or a related field.
Experience: Minimum of 15 years in a senior leadership or GCC leadership role with a strong record of managing large-scale BPO operations.
Proven experience in setting up or scaling global operations under a BOT model.
Background in a Big 4 or professional services environment is a strong advantage.
Demonstrated ability to lead diverse teams and foster a culture of care collaboration and strategic alignment.
Strong business and financial acumen including P&L management.
Deep understanding of the BPO labor market in Manila Philippines.
Expertise in digital transformation and emerging technologies (preferred).
Exceptional communication stakeholder engagement and project management skills.

Ability to navigate and bridge cultural differences effectively in a global setting.

Summary: The GCC Head BPO Services will be responsible for establishing expanding and leading the overall operations of the Global Capability Center (GCC). This role will oversee end-to-end service delivery across multiple functions including Billing & Engagement Operations Finance Operations HR...