Executive director

Job Description

Posted on 22 April 2025

• GBS Transformation Leadership: Drive the full lifecycle transformation of our customer care, sales support, and collections functions within Philippine GBS capabilities hub using chosen model. This involves establishing foundational capabilities and processes, optimizing for operational excellence, preparing for seamless integration into the company’s core service framework, and strong vendor management and partnership.
• Build-Out and Operationalization of Philippines Capabilities: Lead strategy to build and operate capabilities in the Philippines, determining a captive, Build-Operate-Transfer (BOT) Model or fully managed services model.
• Deliver Customer Excellence services for APAC region: Oversee Customer Care, Account-to-Cash, Billing, and Service Delivery functions, with a clear mandate to integrate, standardize, and elevate these capabilities across the region. As the key of architect of customer excellence in APAC, this leader will define and execute strategies that enhance client satisfaction, streamline operations, and drive measurable business impact, ensuring alignment with Iron Mountain’s global vision for operational and customer service excellence.
• Stakeholder and Executive Partnership: Act as a key liaison between Philippines and Global leadership, ensuring strategic alignment and seamless coordination across Customer Care and GBS operations.
• Local Expertise and Market Positioning: use extensive knowledge of the Philippine market, including vendor partnership economics and incentives, real estate, talent pool, tax/legal requirements, and BPO forums, to successfully navigate local challenges and opportunities.
• Performance Optimization and Continuous Improvement: Implement Lean Six Sigma and other continuous improvement methodologies to drive efficiency, enhance service quality, and optimize operational performance. Develop and track KPI’s, ensuring high standards of service quality, productivity, and customer satisfaction. Drive results to meet stretch goals in quality, cost, and employee engagement.
• People Leadership and Cultural Integration: Build and lead a high-performing, resilient team by fostering an inclusive culture of accountability, collaboration, and innovation.

Qualifications/Requirements

• 15+ years of progressive leadership experience, with a focus on Customer Care and contact center delivery in global organizations.
• Global Customer Care and Contact Center Operations: Expertise in Managing high-volume customer interactions, service quality, and customer satisfaction metrics.
• International Hub Operations: Comprehensive experience in managing international hubs with a focus on service management, governance, and alignment with global standards.
• Business Transformation and Change Management: Skilled in leading complex transformations, including organizational change, process redesign, and performance optimization.
• Continuous Improvement: Expert in identifying strategies to increase the efficiency and effectiveness of processes, and building capabilities within the organization and talent as such
• Talent Acquisition and People Leadership: Proven ability to attract, develop and retain high caliber talent in a competitive market, with a focus on cultural alignment and employee engagement.

Work location

CITY OF PASIG, NCR, SECOND DISTRICT

Remarks

Nationality: Indian

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