BUSINESS SERVICES GENERAL MANAGER

Your tasks

Exceptional business operations demand strategic leadership, operational discipline, and the ability to deliver transformation at scale. As General Manager, you will lead the establishment and growth of a flagship Manila contact centre, strengthen international service delivery, and develop high-performing leadership teams. This executive opportunity with Emapta offers the scope to influence global business performance and establish lasting operational excellence.

Contact Centre Operations and Performance Management

• Provide executive oversight of daily contact centre operations, ensuring consistent achievement of service quality, productivity, and customer experience objectives.
• Establish and maintain operational performance frameworks aligned with international service standards.
• Direct workforce management strategies to optimize staffing, resource allocation, and operational efficiency.
• Implement quality assurance frameworks, performance monitoring systems, and continuous improvement initiatives.
• Lead the recruitment, development, and performance management of operational leaders, including Team Leaders and Operations Managers.

Business Establishment and Strategic Transformation

• Direct the establishment, transition, and expansion of Manila-based contact centre operations.
• Develop scalable operating models, governance structures, and business processes to support organizational growth.
• Oversee operational readiness, infrastructure requirements, and cross-functional coordination during business transitions.
• Collaborate with internal and external partners to ensure operational capabilities align with business requirements.
• Serve as the senior onsite executive responsible for resolving complex operational challenges and ensuring business continuity.
• Provide interim leadership oversight across Manila-based business functions until the appointment of the Country Manager.

Executive Leadership and Stakeholder Management

• Establish strong working relationships with Australian executive leadership and international business stakeholders.
• Translate organizational priorities into operational strategies that support long-term business objectives.
• Provide strategic guidance and executive mentorship to the incoming Country Manager.
• Promote collaboration between Philippine and Australian operations to strengthen organizational alignment.
• Represent Manila operations in executive discussions, business reviews, and strategic planning initiatives.

Organizational Culture and Leadership Development

• Establish a high-performance culture grounded in accountability, collaboration, and service excellence.
• Develop senior operational leaders through structured coaching, mentoring, and succession planning.
• Strengthen employee engagement, leadership capability, and organizational effectiveness.
• Lead culturally diverse teams while maintaining alignment with global corporate values and operating standards.

Requirements

Qualifications/Requirements Qualifications and Executive Capabilities

Other

Job Overview

• Employment Type: Full-Time​
• Shift: Shifting​
• Work Setup: On-site across global sites​