Our client is a growing healthcare solutions provider headquartered in San Jose del Monte, Bulacan, supporting healthcare organizations across the United States and North America. Established in 2009, the company delivers clinical and non-clinical services that help clients strengthen operations, improve financial performance, maintain regulatory compliance, and enhance patient care.
Our client is seeking an accomplished and hands-on Country Manager to provide full operational leadership for our Philippine business. The Country Manager will be the organization’s most senior operational leader in the country, with responsibility for service delivery, client relationships, workforce performance, leadership development, operational infrastructure, and sustainable growth.
This is a hands-on leadership role requiring active involvement in the company’s strategy, operations, and day-to-day execution. The successful candidate will actively lead the business, establish accountability, strengthen the organization’s operating model, and position the company to grow from approximately 1,200 employees toward 2,000–3,000.
Key Responsibilities
Operational Leadership
- Assume full ownership of Philippine operations across clinical and non-clinical service lines.
- Lead day-to-day execution within a complex, multi-functional, 24/7 BPO environment.
- Establish clear performance expectations and accountability across operations and support functions.
- Ensure consistent achievement of service, quality, productivity, financial, compliance, and workforce objectives.
- Identify operational risks and take decisive action to resolve delivery, client, and employee-related issues.
Scale and Operational Infrastructure
- Strengthen operating processes, governance, reporting, performance management, and organizational discipline.
- Develop the infrastructure and leadership capacity required to support significant headcount and business growth.
- Create scalable operating models that maintain service quality and client satisfaction as the organization expands.
- Improve workforce planning, resource utilization, quality controls, and cross-functional coordination.
- Use data and operational insights to identify performance gaps and guide decision-making.
Client and Commercial Leadership
- Build trusted relationships with senior US healthcare clients and serve as an executive point of contact.
- Lead executive business reviews, manage client expectations, and address complex delivery escalations.
- Partner with company leadership to support client retention, account expansion, and new-business opportunities.
- Strengthen the company’s market presence and contribute to the continued growth of its Revenue Cycle Management business.
People and Culture
- Lead and develop a strong team of senior operations and functional leaders.
- Build a capable local leadership bench through coaching, succession planning, and talent development.
- Create a high-performance culture that balances accountability, employee engagement, and professional development.
- Strengthen retention and engagement while supporting a growing and increasingly complex workforce.
Transformation and Innovation
- Champion operational transformation, process improvement, automation, analytics, AI, and digital modernization.
- Evaluate new technologies and operating practices based on measurable improvements to productivity, quality, cost, and customer experience.
- Lead the organization through growth, transformation, and other significant business changes.
Requirements
- Significant executive leadership experience within BPO, shared services, global business services, or a comparable delivery environment.
- Proven experience personally leading a large and complex operation, ideally involving 1,000 or more employees across multiple functions, clients, sites, or shifts.
- Demonstrated success scaling headcount, capacity, service lines, or client portfolios while maintaining delivery quality.
- Hands-on country, site, regional, or enterprise operations leadership experience with meaningful decision-making authority.
- Experience building or improving operational infrastructure, governance, performance management, and leadership structures.
- Strong client-facing presence with experience managing senior US-based stakeholders.
- Proven ability to lead senior operations leaders, not only frontline teams.
- Strong understanding of the Philippine BPO talent market, labor environment, employee-engagement challenges, and local operating practices.
- Willingness and ability to work full-time onsite in San Jose del Monte, Bulacan and support the needs of a 24/7 operation.
Preferred Qualifications
- Healthcare BPO experience supporting US-based healthcare clients.
- Experience in home health, hospice, provider services, pharmacy, long-term care, skilled nursing, rehabilitation, or other regulated healthcare operations.
- Revenue Cycle Management experience, including eligibility and benefits verification, medical coding, billing, claims, denials, collections, accounts receivable, or related services.
- Experience leading operational transformation, automation, AI, analytics, digital modernization, or large-scale process improvement.
- Experience launching Greenfield operations, integrating acquisitions, or leading through M&A-related growth.
- A stable and established record of progressive executive leadership.
Deep RCM expertise is advantageous but not mandatory. Proven large-scale BPO leadership, operational ownership, client credibility, and the ability to build an organization for sustainable growth are the primary requirements.
Measures of Success
The successful Country Manager will:
- Establish strong operational governance and accountability across the Philippine business.
- Strengthen the senior leadership team and develop a sustainable local leadership bench.
- Improve delivery consistency, productivity, client satisfaction, and employee engagement.
- Build the infrastructure required to support growth toward 2,000–3,000 employees.
- Expand the company’s healthcare and RCM capabilities while maintaining quality and compliance.
- Earn the trust of employees, US clients, company ownership, and global stakeholders.
