Head of Client Delivery - Operations

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 Client Delivery Leads and/or Site Leads across VAP's two locations, Cebu and Davao. The Client Delivery Team includes Success Managers (OMs) who report to Relationship Managers (AMs) that also report to Site Leads. This role reports to the Philippine Lead of VAP.

Ideal Candidate (Must Have Requirements)

• Bachelor’s degree or equivalent experience and a minimum of 10+ years of leadership experience in operations for outsourcing, BPO, or client services environments
• Minimum 5 years in a senior managerial or head-of-function role
• Strong people management skills – leading teams of 15 people or more
• Proven senior leadership experience managing multi-layered client delivery or operations teams, including managing managers of managers (e.g. Site Leads, Senior Client Delivery Leads, Operations/Client Excellence functions)
• Strong track record in client service delivery, retention, and experience management within an outsourcing, BPO, or client services environment
• Demonstrated experience working with Australian (AU) clients, with a 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
• Able to work from our Davao or Cebu Office.

Tasks and Responsibilities

• Develop and execute the strategic roadmap for the Client Delivery function, aligning team objectives with overall business goals.
  Design and optimise processes and frameworks that enhance operational efficiency, scalability, and client value delivery.
• Establish and monitor performance metrics, using data-driven insights to drive team effectiveness, client satisfaction, and continuous improvement initiatives.
• Lead the development and coaching of Site Leads, Relationship Managers, and other CD team members to build a high-performing, accountable, and client-focused organisation.
• Oversee resource and capacity planning, ensuring we have the Right People in the Right Seats.
• Drive cross-functional collaboration to support innovation, growth initiatives, and the seamless delivery of services across the organisation.
• Serve as a senior escalation point for client issues, proactively mitigating risks and strengthening client relationships.
• Champion VAP’s culture and values within the team, embedding best practices in client engagement, people management, and operational excellence.