Global Administrative Enablement Hub Lead (Manila) — Executive Director

Build a service hub that leaders and teams can rely on—every day. In this role, you will shape a consistent administrative experience while strengthening standards, controls, and performance routines. You will lead a Manila-based team that supports stakeholders across time zones. You will also help scale practical solutions that make administrative work simpler and more predictable. If you thrive in complex, matrixed environments, this is an opportunity to create measurable impact.
Job summary
As a Global administrative enablement hub lead in Administrative enablement, you will lead the Manila hub’s day-to-day service delivery while driving standard ways of working and continuous improvement. You will partner closely with global stakeholders to evolve service scope, build scalable enablement solutions, and strengthen stakeholder experience, quality, and controls.
Job responsibilities
Lead daily operations for the Manila hub, including coverage planning, workload management, staffing priorities, and hiring needs
Deliver a consistent, predictable experience for stakeholders and administrative professionals across supported coverage windows
Own escalations end-to-end, ensuring root-cause analysis, corrective actions, and closure to reduce repeat issues
Drive adoption of standard ways of working, including intake, triage, hand-offs, coverage processes, communications, and escalation routes
Establish and maintain clear operating rhythms (weekly/monthly/quarterly) that translate performance insights into measurable improvements
Embed consistent people practices such as role clarity, onboarding and training, coaching, and performance expectations
Build and grow a Manila-based solutions capability that provides scalable enablement and program support as scope evolves
Partner with process, product, and tooling stakeholders to define requirements that improve intake, workflow management, escalation handling, and communications
Define, track, and use performance and quality measures, including timeliness, defect themes, and stakeholder feedback
Identify operational risks and control gaps, assign clear ownership, and ensure remediation is completed and sustained
Represent the Manila hub in governance forums, contributing to scope, standards, prioritization, and service evolution decisions
Required qualifications, capabilities and skills
15+ years of experience leading service-delivery operations in a complex, matrixed environment
Demonstrated people leadership experience, including setting expectations, coaching, and performance management
Proven ability to standardize ways of working and drive adoption through process design, governance, communications, and tooling
Strong escalation management capability focused on accountability, root-cause resolution, and prevention of recurrence
Experience embedding pragmatic quality and controls practices into operational delivery
Strong stakeholder management skills, including clear written and verbal communication with senior audiences
Experience defining and using performance reporting (for example: timeliness, quality, recurring issues, stakeholder feedback) to drive improvement
Demonstrated ability to lead through change, balancing “run the business” delivery with continuous improvement priorities
Ability to make disciplined execution decisions locally while aligning to agreed global standards and governance
Preferred qualifications, capabilities and skills
Experience building or scaling a shared-services or enablement capability with a multi-region remit
Workforce planning and organization design experience
Experience partnering with product and technology teams to improve operational tooling and workflows
Experience establishing governance routines and decision rights in a multi-stakeholder environment
Experience supporting administrative services, executive support, or operational enablement functions