GCC Head BPO Services

Summary :

The GCC Head BPO Services will be responsible for establishing, expanding, and leading the overall operations of the Global Capability Center (GCC). This role will oversee end-to-end service delivery across multiple functions, including Billing & Engagement Operations, Finance Operations, HR Operations, Leadership Support, and Design & Marketing Support. The leader will ensure that the GCC's operations are fully aligned with the client's global business objectives while driving innovation through AI, automation, and emerging technologies.

In addition, the GCC Head will ensure compliance with both local regulations and global corporate standards, foster a culture of performance excellence, and build sustainable operational capabilities in preparation for the center's transition to the client. This position requires a strategic and results-driven leader with deep expertise in shared services management, operational transformation, and stakeholder engagement.

Key Responsibilities :

Strategic Leadership & Governance

Lead the end-to-end setup and operationalization of the GCC in Manila, ensuring full alignment with the client's global strategy and Build-Operate-Transfer (BOT) model timelines.

Define and implement the operating model, governance framework, and performance metrics in accordance with global standards.

Build and develop a high-performing leadership team across all service lines and establish strong relationships with the client's global leadership.

Foster a culture of service excellence, innovation, accountability, and continuous improvement throughout the organization.

Service Delivery Oversight

Ensure seamless and efficient service delivery across key BPO functions : Billing & Engagement Support, Finance Operations, HR Operations, Leadership Support, and Design & Marketing Support.

Monitor and manage SLAs, KPIs, and quality metrics to achieve and maintain high client satisfaction.

Oversee risk management, compliance, and audit readiness across all functions, ensuring operational integrity.

Maintain robust data security, governance, and adherence to global regulatory frameworks.

People & Culture Leadership

Attract, develop, and retain top talent across multiple disciplines.

Build a collaborative, inclusive, and performance-driven culture that encourages innovation and accountability.

Champion initiatives that promote employee engagement, learning and development, leadership growth, and diversity and inclusion.

Stakeholder Management & Executive Support

Act as the primary liaison between the GCC and global client stakeholders.

Cultivate strong partnerships with business leaders to anticipate evolving needs and deliver value-added services.

Represent the GCC in global forums, contributing to strategic discussions and long-term planning.

Leverage professional influence and networks to enhance collaboration, partnerships, and organizational growth.

Transformation & Innovation

Lead digital transformation initiatives, driving automation, process optimization, and innovation across all service lines.

Utilize data analytics and business insights to enhance decision-making and operational efficiency.

Promote a forward-thinking, agile mindset that adapts to changing business landscapes and emerging technologies.

Required Skills & Competencies

Proven experience in establishing or leading large-scale GCCs or shared services operations.

Deep expertise in BPO service delivery across finance, HR, operations, and creative functions.

Strong leadership and stakeholder management capabilities with C-suite exposure.

Demonstrated ability to drive digital transformation through AI, automation, analytics, and cloud technologies.

Excellent people leadership, talent development, and cross-cultural management skills.

Strong financial acumen, including budget management and cost optimization experience.

High resilience, adaptability, and execution focus in dynamic, fast-growing environments.

Familiarity with global compliance, risk management, and regulatory frameworks.

Qualifications

Education : MBA or advanced degree in Business, Finance, Technology, or a related field.

Experience : Minimum of 15 years in a senior leadership or GCC leadership role, with a strong record of managing large-scale BPO operations.

Proven experience in setting up or scaling global operations under a BOT model.

Background in a Big 4 or professional services environment is a strong advantage.

Demonstrated ability to lead diverse teams and foster a culture of care, collaboration, and strategic alignment.

Strong business and financial acumen, including P&L management.

Deep understanding of the BPO labor market in Manila, Philippines.

Expertise in digital transformation and emerging technologies (preferred).

Exceptional communication, stakeholder engagement, and project management skills.

Ability to navigate and bridge cultural differences effectively in a global setting.