Central Operations Senior Manager

The Central Operations Senior Manager leads the consistent and quality performance agenda of GBS Centers across Manila, Bangalore, and Bucharest. Accountable for operational excellence, business continuity, and workplace experience, this role integrates center operations with broader business strategies to enable high-quality, consistent service delivery across the enterprise. The role provides leadership through managers and professional staff, ensures alignment with business objectives, and drives a culture of collaboration, innovation, and continuous improvement.

1. Center Operations: Owns global center operational outcomes with measurable business impact on efficiency, cost management, and service quality. Directly influences operational strategy, investment decisions, and delivery performance.

• Oversee end-to-end operations of the Manila, Bangalore, and Bucharest centers, ensuring performance excellence, cost efficiency, and alignment with global standards.
• Direct multi-disciplinary teams and third-party vendors through subordinate leaders to deliver consistent operational continuity and service reliability across regions.
• Engage Center Sponsors and senior stakeholders, communicating critical updates, risks, and center-wide activities requiring their awareness or action.
• Lead budget planning and optimize cost structures, space utilization, rent, and vendor spend; maximize return on operational investments across all centers.
• Govern asset management processes for GBS-procured equipment, ensure full lifecycle tracking, and maintain compliance with depreciation and inventory controls.

2. Business Continuity Planning and Disaster Recovery: Drives global business continuity strategy to protect business operations, assets, and reputation. Ensures organizational resilience, regulatory adherence, and operational sustainability across all centers.

• Develop and maintain enterprise-level business continuity and disaster recovery frameworks tailored to each center while ensuring global integration.
• Lead cross-functional risk assessments and establish robust protocols that enable rapid and coordinated resumption of critical services.
• Activate and mobilize response teams during service disruptions to minimize downtime and protect employees, clients, and infrastructure.
• Conduct simulations, audits, and scenario testing to validate readiness and strengthen organizational resilience.
• Report continuity performance and service status through dashboards, and advise executive leadership on risks, vulnerabilities, and recommended mitigations.

3. Workforce Strategy: Shapes the global workplace and employee experience strategy to enable productivity, collaboration, and organizational engagement. Influences decisions that impact talent performance, retention, and workplace culture.

• Shape and execute workplace experience and workforce strategies that enhance productivity, collaboration, and employee well-being across delivery centers.
• Assess workspace layouts, utilization, and conditions, and recommend improvements that support hybrid work, team agility, and high-performance cultures.
• Champion a positive employee experience by cultivating inclusive, collaborative, and innovative work environments.
• Measure engagement and workplace effectiveness through surveys and feedback channels; drive targeted actions that strengthen retention, performance, and organizational connection.

4. Special Projects: Leads transformative, high-impact projects that improve operational capability, infrastructure, and employee experience. Influences enterprise priorities and steers cross-functional delivery.

• Lead large-scale real estate, facilities expansion, modernization, and strategic relocation initiatives that advance GBS’s operational capacity and future-state needs.
• Assess center productivity and recommend operational, safety, and sustainability interventions that enhance efficiency and value creation.
• Coordinate with cross-functional stakeholders to deliver programs aligned with enterprise priorities, ensuring measurable outcomes and long-term impact.
• Organize and oversee executive visits, employee engagement activities, and center-wide events that strengthen culture and elevate GBS visibility.

Key Success Metrics

• Employee satisfaction of physical workspaces (NPS or CSAT).
• Business Continuity measures in place and operational.
• Up-time after a disruptive event and resumption of services.
• Center operational metrics (efficiency, engagement, security compliance).