Senior Level

Director – Enterprise Product Support

Role & Summary:

The Director – Enterprise Product Support would be responsible for managing 7M worth of client portfolios in their assigned sites/programs, and overall accountability for the delivery of client strategy at their site/location. “A Passion for People” is key. In addition, the Director is accountable for the financial performance of their portfolio. The incumbent should be a dynamic people leader who understands the – bigger picture and can balance strategic vision and thought leadership with execution excellence. The ability to work cross-functionally across the organization is another critical aspect of this role.

Position : Director – Enterprise Product Support
Location : Manila, Philippines
Reporting: Global Delivery Head


Job Responsibilities:

  • Effectively manage an headcount of 300+ to ensure alignment with projected revenue and demand
  • Set the strategy for the delivery and operations of the region, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition from customers for the quality of deliverables
  • Responsible for People, Infrastructure, and IT issues by ensuring smooth operations
  • Establish and drive departmental strategy to the management team, drive operational improvements, provide feedback regarding tactical operations for the department including budgeting, goal setting, and managing performance
  • Establish strong relationships with Meet and exceed business growth targets
  • Drive operational improvements, including optimizing resource allocation across teams, measuring progress against business goals
  • Build high-performance teams, improve organizational efficiencies, build scalable business processes and
  • Oversee all functional areas to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management process
  • Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, HC, hiring, )
  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
  • Ensure tactical initiatives are aligned with the strategic vision and business needs
  • Devise strategies to ensure growth of programs enterprise
  • Work closely with human resources to lead team with integrity and establish and maintain a trusting and productive
  • Other tasks as assigned


Desired Skills:

  • Bachelor’s Degree or Equivalent Experience
  • 12+ years of experience in BPO / Contact Centre/ Tech support in managing HC of 300+ headcount
  • Fluent in English and the local language
  • Strong planning / organization & time management skills
  • Strong systems orientation supported by experience with tool/systems implementation
  • Ability to quickly establish credibility and build relationships while being comfortable interfacing with operational leaders, senior leaders, and Clients
  • Ability to successfully grow and inspire a large team, with proven ability to select, attract, motivate, retain, and develop leaders and team members
  • Proven ability to drive performance and grow Analytical acumen and thought leadership, paired with agile mind set and can-do attitude.
  • Distinctive problem-solving and project management skills, including experience executing complex strategic and operational
  • Excellent communication and facilitation skills, proven track record of building strong relationships with
  • Data driven with a keen eye for detail – proactive identification of failure points/ risks and develop action / mitigation plans
  • Ownership & accountable – for the team performance (SLAs and KPIs)
  • Proven ability to develop innovative solutions for increased
  • Strong working knowledge of data analysis and performance metrics from the BPO sector using business management software


EEO Statement: Movate provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities, and activities may change at any time with or without notice.

Associate Director – Behavioural Solution Expert

Job title : Associate Director – Behavioural Solution Expert
Work Location: Chennai
Experience: 15+ years of working in IT/ ITES Business and who come from initial Voice and Accent background preferred
Education Qualification:  Doctorate / Master’s degree in psychology & Behavioural sciences (Preferred)


Roles and Responsibilities:

  • Responsible for designing and delivering behavioural solutions.
  • Junior and Middle Management development programs up to JL6 level, starting from First-time managers.


Required Skills:

  • Excellent verbal & written skills.
  • Working with cross-culture and senior management
  • Client interfacing skills
  • Excellent presentation & delivery skills.


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