Description
The Head of Offshore Operations leads the Manila Operations Centre, which supports the Group’s Australian and New Zealand business across customer service, after-sales service, dispatch, accounts payable and receivable, and marketing services. The role owns the operating model, multi-year capability and automation plans, site cost performance, service levels, quality, capacity, escalations, risk, business continuity, and technology and AI roadmaps. It also manages the Manager and Team Leader layer, succession planning, outsourcing partner relationships, and the transition of work from Australia and New Zealand. The role requires senior leadership experience at comparable scale, a demonstrated transformation record, contact centre and telephony expertise, commercial judgement, and experience leading work transitions.
