The Site Operations Director oversees teams handling Collections, Customer Experience, and Shared Services operations. They bear the responsibility for performance, full-cycle workforce management, service quality, and budget control.

This role ensures the successful execution of Collections and CX strategies, encompassing tests, initiatives, quality assurance, performance reporting, and technological advancements.

The Operations Director assumes direct accountability for hiring, talent development, succession planning, training, scheduling, performance evaluations, and compensation strategy implementation within the PH Operations organization. Moreover, they are responsible for establishing a reliable vendor network to support future operational growth.

• Strategic planning and communication on the company’s vision
• Collaborate with peers and global staff
• Manage teams to achieve KPIs, including implementing effective hiring, development, target setting and incentives programs.
• Ensure first party collectors and external debt collectors perform as expected.
• Create an environment of process excellence and continuous improvement.
• Identify root causes of issues and lead improvement programs.
• Execute tests, experiments, and improvement strategies.
• Foster employee participation, engagement, and teamwork.
• Ensure teams have the right skills and tools.
• Manage risks and ensure compliance with guidelines, procedures, and policies.
• Ensure compliance with country laws and regulations.

• Bachelor’s degree in a relevant field such as business administration, finance, or operations management
• 15+ years of working experience in a Customer Success/BPO environment, with at least 5 years in a senior leadership position
• Experience in financial services and/or a multinational company is an added advantage
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to think strategically and make quick decisions.
• Risk-conscious and able to identify, mitigate, and monitor operational risks.
• Detail-oriented and organized with a strong work ethic.
• Ability to balance customer advocacy with commercial priorities.
• Proficiency in project management and process improvement methodologies.