Sutherland Global – Senior Site Director

Senior Site Director
(Central Luzon, National Capital Reg, Northern Mindanao)

Responsibilities:
Role Definition:
An operation leader with people and P&L responsibility and unit vision to enhance the role of a particular business and also the stature to interact with senior management and clients world-wide.

Qualification:
MBA preferred or Graduate with 15+ years of work experience, of which 5-7 years experience in a BPO/contact center/customer service environment preferred.

Knowledge & Skill:
Position is the key operational point of accountability for multiple client program(s) with the ability to manage upwards of 1,000 FTE independently.

Expertise Area:
1) Ability to work extended hours and ensure timely completion of deliverables.
2) Strong operations management capabilities coupled with strong profit orientation – both top line and bottom line consciousness as well as a strong adherence to “cost <> value” proposition.
3) Strong leadership qualities must have proficiency with various software applications programs including MS Office Tools.
4) Strong interpersonal skills, excellent problem solving and negotiation skills.
5) Willingness to take ownership of account(s) and want to be involved in anything that
impacts that account.
6) Excellent ability to demonstrate innovation and good judgment and problem solving skills when making decisions.

Competencies required:
1) Strong personality coupled with exceptional leadership qualities.
2) Strong interpersonal skills teamed with excellenet problem solving and negotiation skills.
3) Strong ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
4) Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
5) Ability to coach, develop action plans, which maximize performance, and provide effective feedback.
6) Ability to modify and refine service plans and operational practices to meet changing requirements or process improvements.
7) Advanced knowledge of financial analysis, accounting and economic principles of contracts and legal documents.

Operations Management:
1) Direct activities and manage performance of manager level direct reportees.
2) Profitability of a portfolio of existing programs, including revenue, margins, billing performance, seat utilization and program turnover.
3) Make priority calls and provide key inputs on items required to properly support programs e.g. bandwidth, response times and training support.

People Management:
1) Foster teamwork and collaboration. Manage employee engagement and retention.
2) Motivate, develop and retain strong teams committed to organizational goals.
3) Recognize and reward associate, Manager, TL and team performance.

Key Deliverables: Attrition Management, Quality Management, Client Management

Requirements:
Candidate must possess at least a Bachelor’s/College Degree , Post Graduate Diploma / Master’s Degree or Professional License (Passed Board/Bar/Professional License Exam) in any field.
At least 15 year(s) of working experience in the related field is required for this position.
Applicants should be Filipino citizens or hold relevant residence status.
Preferably CEO/SVP/AVP/VP/Directors specializing in Corporate Strategy/Top Management or equivalent.
Full-Time positions available.

Sutherland Global Services, Inc.
25/F Export Bank Bldg. Chino Roces Cor Gil Puyat Ave. Makati City 1200.
Website: http://www.sutherlandglobal.com

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