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Country Manager

Role Overview

As the Country Manager – Philippines, the resource will be responsible for overseeing all operational functions within the country, ensuring seamless collaboration between teams, optimizing processes, and driving strategic initiatives. This position will play a critical role in managing the Technical Assistance Center (TAC) directly while providing strategic leadership and support to HR, IT, Marketing, Quality & Reliability, and Document Control teams in a dotted-line reporting structure

Key Responsibilities

  • Lead and manage the TAC team, ensuring efficient technical support and issue resolution for global customers.
  • Develop and implement KPIs to enhance service quality and customer satisfaction.
  • Establish robust escalation management and root cause analysis frameworks.
  • Work closely with the software, hardware, and configuration teams to improve issue resolution efficiency.
  • Act as the senior-most representative of the company in Pakistan, ensuring all operations align with global objectives.
  • Foster cross-functional collaboration among teams, ensuring smooth communication with the functional heads
  • Develop and implement strategic plans to improve operational efficiency and organizational effectiveness.
  • Serve as the primary point of contact for escalations and critical decision-making in Pakistan.
  • Represent the Pakistan entity in leadership meetings and contribute to the company’s global strategy.
  • Provide leadership to the HR function to ensure talent acquisition, retention, and development align with business needs.
  • Ensure adherence to local labor laws and compliance requirements.
  • Promote a strong company culture that aligns with corporate values and business objectives.
  • Support performance management, employee engagement, and conflict resolution initiatives.
  • Oversee the IT function, ensuring server management, security, and IT support meet operational requirements.
  • Ensure compliance with global IT policies and data protection guidelines.
  • Facilitate the optimization of IT infrastructure to support business operations effectively.
  • Provide strategic direction to the local marketing team, ensuring brand consistency and effective market positioning.
  • Support product marketing initiatives and facilitate communication with global marketing teams.
  • Ensure alignment of marketing efforts with customer success and business growth objectives.
  • Work closely with the Quality & Reliability team to uphold high product and service standards.
  • Ensure compliance with internal quality policies and customer expectations.
  • Support continuous improvement initiatives to enhance the reliability of software, hardware, and services.
  • Oversee the document control function to ensure efficient management of technical and operational documentation.
  • Ensure compliance with internal and external regulatory requirements.
  • Implement best practices for document storage, access, and version control.
  • Work closely with finance and admin teams to ensure efficient budget utilization.
  • Support operational cost management and resource allocation to optimize productivity.
  • Ensure compliance with local business regulations, tax policies, and corporate governance standards.
  • Act as a bridge between the Pakistan operations and global leadership teams in Canada and Finland.
  • Provide regular reports on performance, challenges, and opportunities.
  • Foster strong relationships with internal teams and external stakeholders to drive operational success.

Key Performance Indicators (KPIs)

  • TAC Performance: Resolution time, customer satisfaction scores, and service uptime.
  • HR & Talent Retention: Employee engagement levels, turnover rates, and training initiatives.
  • IT Efficiency: System uptime, data security incidents, and IT issue resolution time.
  • Marketing Impact: Brand awareness, lead generation, and campaign effectiveness.
  • Quality & Compliance: Customer complaint resolution, defect rates, and audit success.
  • Operational Efficiency: Cost optimization, process improvement, and stakeholder satisfaction.

Qualifications & Skills:

  • Education: Engineering or business degree (MBA preferred) with strong technical and management expertise.
  • Experience: 15+ years in leadership roles, preferably in telecom, IT, or energy optimization solutions.
  • Skills: 
    • Strong leadership and people management skills.
    • Excellent problem-solving and decision-making abilities.
    • Expertise in customer success and technical support management.
    • Strong understanding of IT infrastructure and compliance.
    • Ability to drive cross-functional collaboration in a multinational environment.
    • Strong communication and stakeholder management skills.

Job Overview

Position
Country Manager
Location
Makati, Philippines
Job Type
Onsite
Experience
15+ Years

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