Operations Director, Government Services
Lead a High-Impact Government Services Operation
We are seeking an experienced and dynamic Operations Director to lead our Government Services operations in Manila. This is a strategic leadership role responsible for overseeing multiple programs supporting key government clients, including the U.S. Department of Defense (DoD) and the U.S. Department of Veterans Affairs (VA).
As the senior on-site leader, you will drive operational excellence, workforce engagement, compliance, governance, and service delivery performance across our Manila-based Government Services organization. You will play a critical role in ensuring consistent execution, achievement of contractual commitments, and the continued growth of Manila as a trusted and scalable delivery hub.
If you are a proven operations leader with experience managing large teams, driving accountability, and delivering results in highly regulated environments, we would like to hear from you.
What You'll Do
Site Leadership & Governance
- Provide visible leadership and operational oversight for all Government Services teams in Manila.
- Establish strong governance practices, operating rhythms, and accountability frameworks.
- Align site objectives with regional and global business strategies.
- Lead initiatives that enhance operational effectiveness, employee engagement, and performance culture.
Operational Excellence
- Ensure delivery of contract KPIs, SLAs, and business objectives across multiple programs.
- Oversee workforce planning, staffing strategies, scheduling, and capacity management.
- Support program leaders in resolving operational challenges and escalations.
- Drive consistency and standardization across service delivery operations.
Compliance & Quality
- Ensure adherence to corporate policies, contractual obligations, and operational procedures.
- Lead quality assurance and continuous improvement initiatives.
- Maintain audit readiness and compliance with relevant regulatory requirements.
- Monitor performance data and implement corrective actions where necessary.
People Leadership
- Lead, coach, and develop a team of operational leaders and managers.
- Partner with HR to strengthen recruitment, onboarding, succession planning, and talent development.
- Foster a culture of accountability, collaboration, and high performance.
Stakeholder Management
- Act as the primary liaison between Manila operations and global Government Services leadership.
- Partner closely with HR, Finance, IT, Facilities, and other support functions.
- Provide regular executive-level reporting on operational performance, risks, and opportunities.
Business Continuity & Crisis Management
- Support business continuity and disaster recovery planning.
- Lead site-level emergency preparedness and response activities.
- Ensure operational resilience across all Government Services programs.
What We're Looking For
Experience
- Significant experience in senior operations leadership, site management, or service delivery leadership roles.
- Proven success managing large, multi-functional teams in KPI-driven environments.
- Demonstrated ability to improve operational performance, workforce discipline, and policy adherence.
- Experience leading managers and developing leadership capability across teams.
- Strong track record of implementing operational change and driving continuous improvement.
- Experience working within global organizations and matrix structures.
- Exposure to government services, military programs, healthcare operations, BPO/shared services, or other highly regulated environments is highly desirable.
Skills & Competencies
- Strong strategic and operational leadership capabilities.
- Excellent stakeholder engagement and influencing skills.
- Ability to drive accountability and performance at all organizational levels.
- Quality management and continuous improvement expertise.
- Strong analytical and problem-solving skills.
- Deep understanding of Philippine workplace practices and employment standards.
- Exceptional communication and leadership presence.
Qualifications
- Bachelor's degree required.
- Advanced degree or relevant professional certifications are advantageous.
- Excellent written and spoken English.
Why Join Us?
This is a unique opportunity to:
- Lead a critical Government Services operation supporting high-profile government programs.
- Shape the culture, governance, and future direction of a growing Manila delivery hub.
- Work alongside global leaders in a highly collaborative environment.
- Influence meaningful operational improvements that directly impact service excellence and client outcomes.
