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VP - COO

Job Category:

BPO / KPO / Shared Services

Job Level:

C-Level

Open Date:

01-Aug-2020

Location:

QUEZON CITY

Close date:

30-Dec-2020

Client Industry:

SHARED SERVICES

Job Description and Qualification:

As the Chief Operating Officer, the incumbent with be a second in command to the Global Business Services GM and provide leadership at strategic and operational levels which includes the following areas and teams that encompass AVP’s, Directors and Managers that will report into this role:

  • Workforce and capacity management across all towers and segments in Global Business Services.
  • Customer relationship and vendor management, that will coordinate the governance of all external vendors, both and local and global and manage the governance with the company’s key segments across various countries.
  • Transition and program management across the company’s shared services centers.
  • Managing quality assurance across all operational towers and the all employees base in Manila and Cebu.
  • Managing the leadership and learning function across all employee base
  • Facilities and property management across Manila and Cebu
  • Represent the company on key industry associations and forums, and as necessary with local government officials and representatives.

The role envisages evaluation and assessment of alternative approaches to problems under the policy guidance of overall company strategies and tactics. The incumbent will recommend and implement solutions to critical business problems and set clear objectives for function heads who are responsible for the implementation of business processes on a day-to-day basis.


The individual will work closely with the Country Head to fulfill management deliverables, management reporting, business and financial planning, and coordination of key activities within the company. The VP will report to the Country Head, and assist him in the day to day management of the cost base including the delivery of non-financial metrics.


This role will be expected to deliver results through a team of professionals with expertise in leading and driving new customer transitions particularly handled by Control Tower and PMO. The incumbent will ensure proper change management and solution is provided at each phase of the transition life cycle. The role will also be running the overall budget on behalf of the Global Business Services organization.


Responsibilities include the following:

  • Provide leadership and vision to the organization by assisting the General Manager with the development of long range and annual plans, and with the evaluation and reporting of progress on plans.
  • Grow the business by increasing global footprint and developing existing and any new relationships in various Manulife lines of business
  • Develop strategies and business plans to meet service level agreements cost fit targets of Manulife
  • Continuously define and build the company’s Operation and Technology Infrastructure to provide customers and partners with state-of-the-art experiences when transacting with Global Business Services.
  • Prepare recommendations and plans for implementation of service and procedural improvements within defined Manulife policies and strategies
  • Manage existing functional stakeholders and increase NPS scores
  • Provide leadership and direction to the function; ensure effective communication and foster a culture that motivates employees to accomplish company goals and objectives
  • Identify and recommend appropriate human resources to meet business needs in a cost-efficient manner
  • Engage and develop staff whilst promoting teamwork to ensure business sustainability through the thorough planning of current and future organization capabilities needs
  • Manage and build relationship with the company’s external image with the local government, industry and media.