Sr. Manager, OUS Customer Care Operations (GBS) Iloilo

Job title: Sr. Manager, OUS Customer Care Operations (GBS) Iloilo

About the Role

The Manager, reporting to the GBS Leadership and Sr. Director of Global Call Center, is responsible for leading day-to-day operations of the internal GBS OUS customer care team while serving as the primary operational partner for the external OUS BPO team. This role provides leadership across frontline customer care call center agents, coaching, performance management, KPI delivery, quality alignment, workforce coordination, and service continuity. The role also owns governance of OUS work allocation to help ensure offshore work remains within intended OUS channels and does not leak to the US operation due to staffing, performance, or process gaps. The leader will support and coordinate operations across Iloilo and Manila, building a consistent service model across locations.

What You'll Do

• Lead daily operations of the GBS OUS customer care team, including service delivery, queue performance, schedule adherence, productivity, attendance, quality, and customer experience metrics.
• Hire, onboard, coach, and develop frontline staff and/or people leaders as the team scales.
• Drive performance management routines, calibration sessions, coaching effectiveness, and KPI accountability across the team.
• Partner with Workforce Management, Training, Quality, HR, IT, and Customer Care leadership to ensure operational readiness and stable execution.
• Serve as the managing partner for the OUS BPO operation, including business reviews, KPI oversight, service issue escalation, action planning, and work allocation governance.
• Monitor for leakage of OUS work to the US and implement corrective actions, staffing alignment, escalation handling, and performance recovery plans as needed.
• Support operational consistency across Iloilo and Manila, including staffing alignment, communication routines, process adherence, and culture leadership.
• Establish and maintain reporting cadences for service levels, quality, CSAT, productivity, attendance, backlog, and risk indicators.
• Ensure SOPs, training materials, and escalation pathways are current, understood, and consistently applied.
• Lead transition activities tied to BPO reduction, GBS ramp-up, knowledge transfer, and go-live readiness.

What We're Looking For

• Demonstrate strong people leadership, including coaching, accountability, engagement, change leadership, and talent development.
• Create a performance culture grounded in metric ownership, clear expectations, and structured problem solving.
• Provide executive-ready updates on risks, performance, staffing readiness, and transition progress.
• Build strong partnerships across shared services, vendor partners, and internal customer care stakeholders.