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Human Resources
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200000LS Requisition #

Site Leader - Manila, Philippines

The Manila Site Leader will have the opportunity to drive the next phase of Genesys’ growth. This is a leadership role for Genesys in Asia Pacific and will be responsible for growing Genesys’ presence in the Philippines.

This high impact role requires an experienced, strategic individual with demonstrated operational excellence, providing exceptional leadership capabilities to various teams and align our Corporate Vision and Strategy and accelerate key deliverables.

Given the matrixed aspects of this role and key touchpoints in employee engagement, the Manila Site Lead will report into the VP, Global Sites Strategy, with a focus on operationalising strategy. This role is tasked with supporting local daily operations of the office, while ensuring local alignment on company strategy and corporate initiatives and goals. We are looking for an effective communicator who will be able to inspire and lead all site employees, direct the functional leaders on the site, collaborate with global functional leaders and be an outstanding corporate liaison and representative.

Driving operational improvements and process discipline, there is also a strong focus on being a cultural ambassador and evangelist for Genesys, bridging corporate culture with local culture seamlessly. Balancing global values with local values is critical to success. Charismatic and hands on, this leader will actively support internal and external employee experience efforts including recruitment, development, engagement, Corporate Social Responsibility (CSR), employer brand and retention.

What You’ll Do: In this role, the primary responsibilities will include (but are not limited to):

  • Establish site related metrics and set goals that are aligned to Genesys objectives. Track performance and report progress to the VP, Global Sites Strategy on these metrics and goals. This may include eNPS, attrition, time to hire, local Glassdoor ratings, and more.
  • Collaborate with local and corporate functional leaders to identify obstacles that are limiting success and develop solutions to overcome these obstacles. Serve as corporate liaison to escalate local issues as needed and vice versa.
  • Be the Site ambassador, helping others within the business to see the advantages and growth opportunities that the site provides
  • Establish and maintain effective and regular communications with employees including the Genesys strategy to all employees and provide feedback to Genesys executive management.
  • Promote and drive employee engagement through activities, such as Glassdoor, Great Place to Work, CSR and social events. Review the results from NPS employee surveys and help managers to use that information to drive improvements.
  • Govern - Ensure that corporate policies and processes are adhered to across the site.
  • Partner with local leadership to promote culture, improve branding, ensure adherence to operating policies and execute the Strategic Plan.
  • Support, mentor and guide local functions that have an offshore reporting line.
  • Develop and lead the local Site leadership team, helping the local leadership team to translate strategy into actionable goals for performance and growth.
  • Engage in employee productivity, building a highly inclusive culture ensuring team members thrive and organisational outcomes are met.
  • Support effective recruiting, onboarding, professional development, performance management, and retention efforts led by HR.
  • Adhere to company, and local legal business requirements, enforcing compliance and taking action when necessary.
  • Analyse internal operations and identify areas of process enhancement.
  • Manage local expenses and site budget to ensure a positive employee experience within a fiscally sound plan.
  • Work with Corporate Affairs team to lead programs that will enhance Genesys’ brand in the local market

What do you need to have?

  • 15+ years’ experience in management (preferably site management) and leading teams
  • Experience representing company for public speaking events
  • Software industry background is preferred
  • MBA Preferred
  • Must be a “hands on” leader in bringing process discipline and a focus on achieving tangible goals that is consistent with the winning high-performance culture of Genesys.
  • Possesses a well-rounded Leadership background, with experience successfully leading teams and sites.
  • Highly collaborative and can partner effectively with functional leaders across Genesys, aligning with the company’s strategic direction.
  • Strong collaboration and influencing skills and ability to work alongside multiple executive team members
  • Excellent written and verbal communication skills
  • Strong presentation, analytical and project management experience
  • Must be a strategic thinker with a proactive approach
  • Ability to work and deliver within tight deadlines and willingness to work longer than standard hours to ensure a task is completed on time when required
  • Displays initiative in the carrying out their duties, constantly looking for ways to improve processes to promote efficiency or strengthen control
  • Ability to work effectively with both internal and external stakeholders
  • Mature approach to work and ability to work autonomously
  • Ability to identify areas of concern and raise to appropriate level of management

About Us:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com Genesys is an equal opportunity employer committed to diversity in the workplace.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-JM1

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in the Philippines.

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