Global Business Solutions (GBS) is accountable for driving the firm's captive center and providing operational support services to Kroll business units around the globe. Accountable for improving enterprise competitiveness, cost optimization and internal service delivery, GBS in the Philippines is a strategic growth area for our firm.

The Site Operations Director is responsible for overseeing day-to-day operations to ensure efficient client delivery, adherence to operational excellence and fostering a cohesive team culture. This role requires strong leadership, organizational, and problem-solving skills to manage local team members, contractors, vendors and resources effectively.

Key Responsibilities

Site Leadership

• Oversees the operational management of a site of 200 employees (and growing) to ensure seamless client delivery.
• Accountable for fostering a unified culture through sharing best practices, learning events, social engagements and proactive collaboration.
• Owns the governance model that brings Internal Firm Services stakeholders together (i.e., People, Tech, Finance, Ops) at a regular cadence to ensure smooth operations and an exceptional employee experience.
• Hold and review operational KPIs for Manila sites, including onboarding, workforce training, quality, productivity, and site occupancy.
• Review and drive site compliance needs (legal, HR, Finance, Physical Security, Real Estate) in partnership with other Internal Firm Services (IFS).
• Trouble-shoot challenges and coordinate efforts to resolve issues in partnership with internal collaborators; escalate critical issues to GBS Management as needed to ensure timely resolution.
• Act as the primary point of contact for all site-related matters.
• Represent Manila in meetings with potential partners, employees, and global visitors.
• Ensure operational practices are adhered to all local regulatory and global company standards and policies.

Adoption

• Supports the execution of global adoption program for Global Business Solutions.
• Responsible for planning the best path to achieve targeted utilization and adoption rates within the local market.
• Proactively partners with globally distributed service-lines to drive adoption of GBS.
• Collaborates with peers in other best-cost-locations to share best practices, learning and opportunities for continuous improvement.

Client Success

• Accountable for site KPIs (quantative and qualitative) around delivery quality and client satisfaction.
• Showcases KPIs to relevant stakeholders at a regular cadence to ensure visibility, transparency and shared accountability to results.
• Partners with relevant stakeholders to execute programs or initiatives that will improve delivery quality and client satisfaction.
• Executes on a global strategy to support new capability and automation where relevant.
• Collaborate with GBS and Operational Leadership to implement improvement plans in an effort to enhance operational performance and excellence.

Resource Management

• Executes on a global framework to optimize utilization and resourcing; ensures resourcing between teams and cross-talent fulfilment as required
• Responsible for key reporting KPIs, including utilization rates, onboarding timelines, attrition rates, and growth percentages.
• Partners with relevant stakeholders (People, Finance, PMO) to execute programs or initiatives that will improve resource management.

Requirements & Skills

• Proven experience in operations management, client success, and workforce management within a shared service center environment.
• Ability to implement effective operational improvements in a collaborative environment.
• Strong leadership and team management skills for both direct and indirect reports.
• Excellent communication and interpersonal skills, especially with globally distributed teams.
• Strong client-centricity and ability to build trusted relationships.
• Experience collaborative with multi-disciplinary teams (i.e., People, Finance, Tech, Operations) an asset.
• Ability to analyze data and make data-driven decisions.
• Experience with databases and project management software
• The ability to interpret and allocate budgets
• Proactive, adaptable, and results-oriented; ability to navigate in a fast-paced growth environment.
• Knowledge of compliance and regulatory requirements, especially for the Philippines
• BSc in Business Management or relevant field or higher qualifications
• This role may require travelling domestically and within the APAC region.
• Except for when travelling, this role is required to be on-site for 70-80% of the time (3-4 days/week).

#LI-CT1

#LI-Hybrid