Centre Manager, Operational Excellence

Discover your 100% YOU with MicroSourcing!

Position: Centre Manager

Location: Picadilly Site, BGC

Work setup & shift: Onsite work setup | Day shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Be a part of something big at Microsourcing! We're building a new team to support Australia's dynamic challenger in the telco space, a company committed to redefining customer experiences and pushing the boundaries of digital innovation. This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

About the Role: We are seeking a highly motivated and experienced Centre Manager, Operational Excellence to join our team and play a critical role in optimizing operational efficiency, ensuring regulatory compliance, safeguarding information security, and leading our Business Continuity Planning (BCP) program. This role is pivotal in fostering a culture of continuous improvement and operational resilience. You will lead initiatives to streamline processes, enhance performance, and ensure the centre operates at peak efficiency while maintaining the highest standards of compliance, security, and continuity.

Key Responsibilities

Operational Excellence

• Lead the development and execution of strategies to optimize operational processes and drive efficiency.
• Identify and implement process improvements to enhance productivity and reduce costs.
• Develop and track key performance indicators (KPIs) to measure operational effectiveness of the centre. Build and manage a centre dashboard to support centre performance management.
• Analyze operational data to identify trends, inefficiencies, and opportunities for innovation.
• Champion a culture of continuous improvement through collaboration, feedback, and knowledge sharing. Lead continuous improvement projects for the centre and support business unit-specific innovation/improvement initiatives, as assigned.
• Support the centre director in business reviews and key stakeholder meetings.
  
  

Compliance & Regulatory Affairs

• Ensure adherence to all relevant regulations, industry standards, and internal policies.
• Support the implementation and ongoing management of the compliance program.
• Assist with compliance audits, risk assessments, and documentation updates.
• Monitor regulatory changes and ensure timely updates to processes and policies.
  
  

Information Security

• Support the implementation and maintenance of the information security framework.
• Assist in conducting security risk assessments and vulnerability scans.
• Promote adherence to information security policies and procedures.
  
  

Risk Management

• Identify, assess, and mitigate operational, compliance, and security risks.
• Develop and implement risk mitigation strategies and controls.
• Monitor key risk indicators (KRIs) and proactively manage emerging risks.
• Collaborate with stakeholders to build risk awareness and resilience.
  
  

Business Continuity Planning (BCP)

• Own and drive the BCP program for the centre, ensuring preparedness for potential disruptions.
• Develop, maintain, and regularly test business continuity and disaster recovery plans.
• Lead BCP training and awareness initiatives across the centre.
• Coordinate with internal and external stakeholders to ensure alignment and readiness.
• Report on BCP status, risks, and improvements to senior leadership.
  
  

Operational Leadership & Centre Management

• Participate in the rotational Acting Centre Director program, ensuring leadership continuity.
• Lead assigned workstreams and contribute to the transformation of the centre into a Centre of Excellence.
• Provide operational support to the Centre Director, ensuring smooth day-to-day operations and performance tracking.
  
  

Stakeholder Collaboration & Change Support

• Facilitate collaboration with client and Microsourcing teams to align on key initiatives.
• Support change management efforts through clear, timely communication and engagement.
• Promote effective team collaboration and information flow.
  
  

What You Need

Non-negotiables

• Bachelor's degree in a relevant field or relevant career experience.
• Proven experience in operations, compliance, risk, or security leadership roles.
• Strong understanding of regulatory compliance, information security, and business continuity principles.
• Demonstrated experience in data analysis, reporting, and performance management.
• Excellent interpersonal and problem-solving skills.
• Proficiency in data analytics tools (e.g., Power BI, Tableau, Excel, SQL) for operational and risk reporting.
• Demonstrated experience in leading cross-functional teams and managing stakeholders across multiple levels.
• Strong change management and organizational development capabilities.
• Excellent written and verbal communication skills, especially in policy writing, reporting, and executive presentations.
• Experience in shared services, BPO, or contact centre operations is highly desirable.
• Familiarity with regulatory frameworks relevant to the industry.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply