Site Lead

About the Role

The Site Lead is responsible for overseeing internal operations and support functions, ensuring smooth day-to-day site management and effective delivery of services. This role focuses on managing internal teams, refining systems and processes, and creating an environment where both staff and leadership are set up for success.

The Site Lead works closely with the Operations and Support Teams to drive efficiency, maintain high standards of service delivery, and ensure that internal performance aligns with company goals. Acting as a coach and mentor, the Site Lead builds team capability, strengthens collaboration, and continuously looks for ways to enhance processes, efficiency, and workplace engagement.

Ideal Candidate (Must Have Requirements)

• Bachelor’s degree or 10+ years of senior leadership experience in operations, people management, or site management.
• At least 5 years of experience as a Site Lead, Operations Manager, or in a similar leadership role within a BPO or shared services environment.
• Strong background in site operations, team management, and internal process improvement.
• Solid experience in budget oversight, cost efficiency, and resource allocation while maintaining service quality and staff engagement.
• Proven ability to lead cross-functional teams and foster a culture of accountability, collaboration, and continuous improvement.
• Analytical mindset with the ability to interpret performance data, identify trends, and implement actionable solutions.
• Skilled in driving operational changes and aligning site-level strategies with organisational objectives.
• Amenable to work in our Davao Office: Robinsons Cybergate Delta Davao.

Tasks and Responsibilities

• Oversee the overall site operations and internal support functions, ensuring consistent, efficient, and high-quality service delivery.
• Manage and mentor the Operations and Support Teams, strengthening performance, collaboration, and engagement across the site.
• Develop and optimise internal systems, workflows, and processes to improve efficiency and increase value across the organisation.
• Track and analyse operational performance metrics to identify gaps, implement improvements, and ensure alignment with company goals.
• Partner with senior leadership to ensure site operations support broader business strategies and objectives.
• Provide structured performance management, including KPIs, regular evaluations, and monthly appraisals for team members.
• Drive change management initiatives, ensuring teams adapt effectively to organisational transitions and new processes.
• Support training, development, and staff engagement initiatives to foster a strong, motivated, and high-performing workforce.