Senior Director for Operations

About the role

The Senior Director for Operations will lead the call centre function of a global healthcare leader. This senior position is responsible for shaping customer‑service excellence through strategic vision and strong team development. The role is based onsite in Makati City and reports to senior executive leadership.

Key responsibilities

• Oversee day‑to‑day call centre operations, ensuring high‑quality service delivery.
• Develop and implement strategic plans to improve customer experience and operational efficiency.
• Lead, mentor and develop a multi‑disciplinary team of supervisors and agents.
• Collaborate with cross‑functional stakeholders to align call centre performance with overall business objectives.
• Monitor key performance indicators and drive continuous improvement initiatives.

Required profile

• Proven senior leadership experience in call‑centre or customer‑service environments.
• Track record of managing large, complex operations, preferably within the healthcare sector.
• Strong strategic thinking and ability to translate vision into actionable plans.
• Excellent communication and stakeholder‑management skills.

Required skills

What we offer

• Leadership role within a global company.
• Competitive compensation package.
• Opportunity to drive transformation in a high‑impact healthcare setting.