The posting
Role Summary
The Delivery Centre Leader will be responsible for managing the overall operations of the organizations delivery hub in the Philippines. This role ensures seamless integration with global strategies while driving delivery excellence, people development, stakeholder engagement, and operational stability. The position also upholds compliance with corporate risk, quality, and governance standards.
Responsibilities:
As Delivery Centre Head:
- Act as the local representative for community engagement initiatives, particularly in HR, recruitment, and employee programs.
- Drive the Centres culture, ensuring alignment with global values and service standards.
- Position the Centre as an employer of choice for professionals in delivery and compliance.
- Lead the local leadership team, governance processes, and decision-making structures.
- Implement employee-focused initiatives including engagement surveys, retention, mentoring, and career development.
- Manage staff welfare budgets and discretionary spending outside of project costs.
- Oversee support functions (HR, IT, Admin, Risk) to maintain scalable operations.
- Represent the Centre locally and foster alignment with regional leadership.
- Operationalize new global processes and ensure adoption within the Philippine hub.
- Lead CSR, Diversity & Inclusion, and employee engagement initiatives locally.
As Head of Delivery:
- Integrate Philippine delivery operations into the global framework to ensure consistent service delivery.
- Collaborate with global and regional function leaders to expand and refine service offerings.
- Drive growth initiatives including market expansion, workforce scaling, delivery innovation, and client satisfaction.
- Ensure adoption of standardized tools, technologies, policies, and processes.
- Coordinate delivery across geographies and service lines where needed.
- Build a high-performance culture focused on consistent, high-quality client outcomes.
- Lead KPI planning and monitoring across quality, financial performance, and resource management.
- Ensure annual targets are achieved and adjusted in line with business dynamics.
- Oversee compliance with corporate quality, risk, and governance standards.
- Provide performance insights to support strategic decision-making.
Focus Areas:
- Client Management Oversee client onboarding, transitions, and solution delivery.
- Sales Alignment Represent the Philippine Centre in regional and global sales initiatives.
- Risk Management Assess and escalate delivery-related risks appropriately.
- Process Excellence Drive Lean, Six Sigma, and continuous improvement practices.
- Business Continuity Maintain compliance with business continuity standards and certifications (ISO/SOC).
- Efficiency & Cost Management Improve delivery team utilization and optimize cost-to-serve.
- Innovation Lead digital transformation and automation initiatives to strengthen delivery capabilities.
Qualifications:
- Minimum 15 years of progressive leadership experience in shared services, compliance, technology, or process delivery within a global environment.
- Proven track record in managing large-scale, multi-functional teams across geographies.
- Strong experience in hiring, employee engagement, succession planning, and culture building.
- Background in risk management, quality, and client satisfaction within a matrixed environment.
- Expertise in process excellence and continuous improvement methodologies (e.g., Lean, Six Sigma).
- MBA or equivalent post-graduate qualification is preferred.
- Excellent communication and collaboration skills across global stakeholders.
- Familiarity with risk, quality, and governance frameworks is an advantage.
Work Setup:
Shift: Day shift
Setup: Hybrid
Budget: Open
Location: Makati City
By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.
