OPERATIONS DIRECTOR

We are looking for an experienced, commercially minded, and highly autonomous Operations Director to lead our Philippines business.

This is the most senior role in-country and will be responsible for the overall performance of the operation, including Client Satisfaction, Service Delivery, Growth, Team Leadership, Financial Oversight, Human Resources (incl. 3rd party provider) and Office Operations including Leasing & Insurance. In addition the role will ensure compliance surrounding all annual & growth related Government filings.

The role will report directly to the CEO and will play a key part in scaling the business from its current headcount of 70 to approximately 120–150 employees over the next 12-18 months.

This role requires a proven leader with strong experience in managing BPO operations in the Philippines, ideally in a startup or scale-up environment.

• Senior leadership role with real autonomy and direct access to the CEO.

• Opportunity to shape the growth and direction of the Philippines business.

• Key role in scaling the business from 70 employees to 200–250 and beyond.

• Collaborative, entrepreneurial, and growth-focused environment.

• Competitive compensation package aligned to experience and scope.

Key Responsibilities

Country Leadership

• Lead the day-to-day and strategic operations of the Philippines business.

• Act as the senior in-country leader and primary point of accountability for overall business performance.

• Work closely with the CEO on strategy, growth planning, and operational priorities.

Operations & Service Delivery

• Oversee all operational functions to ensure service quality, efficiency, and client satisfaction.

• Create & drive strong performance against service levels, productivity targets, and operational KPIs.

• Build scalable processes, systems, and team structures to support business growth.

• Manage third party providers including but not limited to Legal & HR Managed Services

Client Growth & Account Management

• Identify and pursue new business opportunities within Genesis Portfolio.

• Support the onboarding of new clients and ensure a smooth transition into operations.

• Manage and grow existing client relationships, ensuring ongoing service excellence and retention.

• Represent the business professionally in client meetings, reviews, and commercial discussions.

Financial Oversight

• Oversee the local accountant and broader finance administration.

• Monitor business performance, expenses, and operational cost control.

• Support budgeting, forecasting, and reporting requirements.

• Maintain visibility over profitability and business drivers.

Office & Facilities Management

• Oversee office leases, fit-out requirements, and workplace administration.

• Ensure office operations are effective, compliant, and fit for purpose.

• Manage local vendors and service providers as required.

People Leadership

• Lead and develop the local leadership team and broader workforce.

• Foster a culture of accountability, performance, and continuous improvement.

• Support workforce planning, organisational structure, and succession planning as the business grows.

• Provide strong leadership through periods of change and rapid growth.

 

Qualifications

• Significant experience in BPO, outsourcing, or shared services operations in the Philippines.

• Proven success in a senior leadership role such as Operations Director, Country Manager, Site Leader, or equivalent.

• Demonstrated experience scaling operations from startup or early-stage growth through to 200+ headcount.

• Strong commercial acumen with experience in client onboarding, account management, and business growth.

• Experience managing finance, operations, and office administration in a multi-functional environment.

• Strong understanding of Philippine business operations and employment practices.

• Excellent communication and stakeholder management skills.

• High level of autonomy, initiative, and accountability.

Skills & Competencies

• Strong leadership presence and executive-level judgement.

• Commercially minded and outcome focused.

• Highly organised with the ability to manage multiple priorities.

• Comfortable working in a fast-paced, evolving environment.

• Strong problem-solving and decision-making skills.

• Clear and professional communication skills.

• Ability to build trust with clients, employees, and senior stakeholders.

Non-Negotiables:

• Minimum 4 years experience.
• Significant experience in BPO, outsourcing, shared services operations/ working with international clients.
• Proven experience in a senior leadership role (Operations Director, Country Manager, Site Leader, or equivalent).
• Demonstrated success in scaling operations from a startup/growth-stage environment of 200+ headcount OR have proven experience in scaling up past/ current job.
• Strong commercial experience in client onboarding, account management, and business growth.
• Experience managing operations, finance, and office administration in a multi-functional environment.
• Strong understanding of Philippine business operations and employment practices.
• Ability to lead overall business performance, service delivery, client satisfaction, and organizational growth.
• Excellent communication and stakeholder management skills.
• High level of autonomy, initiative, and accountability.
• Strong leadership presence and executive-level judgment.
• Commercially minded and results-oriented.
• Highly organized with strong prioritization skills.

Nice-to-haves:

• Experience working in startup, scale-up, or founder-led environments.
• Experience working with Australian or New Zealand/ International clients.
• Exposure to managing office sites in Clark or Metro Manila.
• Background in process improvement, workforce optimization, or business transformation.
• Experience supporting multiple service lines or client verticals.