Head of Client Delivery

About the Role

The Head of Client Delivery (HoCD) is responsible for the entire Client Delivery (CD) Team, who oversee the ongoing delivery of all aspects of client engagement, including management of all 700+ VAs on behalf of VAP’s 400+ clients.

The department’s purpose is to act as the conduit between VAs and clients, enhancing the experience of both parties and guiding the client relationship to ensure each engagement meets established delivery pillars and client service standards. The HoCD ensures driving CD overall performance, engagement, and KPI achievement, resulting in client satisfaction and retention. The HoCD is also responsible for maintaining and designing systems and processes that improve efficiency and increase the value delivered to both VAs and clients, measured through key performance metrics.

The HoCD directly manages Senior Relationship Managers and/or Site Leads across VAP’s two locations, Cebu and Davao, ensuring consistent delivery standards and operational alignment across both sites. The Client Delivery Team includes Success Managers who report to the Relationship Manager, and this role reports to the COO of VAP.

Ideal Candidate (Must Have Requirements)

• Bachelor’s degree or equivalent experience and a minimum of 10 years of progressive leadership experience in operations for outsourcing, BPO, or similar client services environments
• Minimum 5 years of progressive experience in senior management or head-of function role
• Strong people management skills
• Proven senior leadership experience managing multi-layered client delivery or operations teams, including managing managers of managers (e.g. Site Leads, Senior Relationship Managers)
• Strong track record in client service delivery, retention, and experience management within an outsourcing, BPO, or similar client services environment
• Demonstrated experience working with Australian (AU) clients, with strong understanding of AU business culture, service expectations, and communication standards
• Demonstrated ability to design, implement, and optimise operational systems, service frameworks, and delivery processes at scale
• Experienced in leading geographically distributed teams and driving alignment across multiple sites (e.g. Cebu and Davao)
• Strong coaching and leadership development capability, with experience mentoring senior leaders, building capability frameworks, and improving team performance at scale
• Commercially aware with the ability to balance client satisfaction, VA engagement, and operational efficiency
• Ability to design and execute strategies within a client services team and implement process improvement initiatives

Tasks and Responsibilities

• Lead and manage the entire Client Delivery Team (CD) performance, ensuring quality of service and engagement to Clients and VAs.
  • Focus areas: Client and VA retention, Client and VA satisfaction, growth, collection, cross-Functional collaboration & resolution, leadership development & succession
• Streamline and simplify existing processes (or create new ones) to provide additional capacity and improved delivery of value to both our VAs and clients.
• Provide data-centric performance feedback and guidance to the team through daily and weekly meetings.
• Conduct monthly performance appraisal reviews against specific KPIs.
• Drives Site Leads’ and Relationship Managers’ accuracy on coaching effectiveness through quality checks and calibration sessions.
• Reviews and adds training activities; suggests training materials required to ensure new SMs are guided and trained according to our standards.
• Forecasts capacity of the CD Team. Interview and recruit CD candidates ensuring cultural fit and display VAP values.
• Communicates announcements, updates and action items to the CD Department and the VA (billable headcount) population as a whole.
• Directs and collaborates in the prioritisation and delegation of tasks. The HoCD steps in to support the team when the team is over in work capacity.

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