Senior Director, Managed Services (AI)

Location: Pasay, Manila, Philippines. Hybrid work with at least 3 days in the office; exact office-day expectations will be confirmed by the Hiring Manager.

Company

hirify.global is a global payments technology company facilitating transactions between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.

What you will do

• Set the regional strategy for Managed Services across Asia Pacific and lead resilient operations across sites, products, service channels, and third-party partners.
• Build a scalable operating model covering service levels, quality, productivity, cost to serve, compliance, client experience, and business continuity.
• Lead transformation through AI, automation, analytics, digital servicing, self-service, knowledge management, and workforce optimization.
• Develop service capabilities, roadmaps, standards, maturity measures, and operating models in partnership with product and technology leaders.
• Engage senior clients and executives on service reviews, escalations, commercial opportunities, and operational improvements.
• Build the regional leadership bench while overseeing succession planning, governance, risk, controls, budget management, vendors, and regulatory compliance.

Requirements

• Bachelor's degree or equivalent relevant professional experience; an MBA or advanced degree is preferred.
• Typically 15 or more years of progressive experience in managed services, service delivery, customer or client operations, contact centers, shared services, or related environments.
• Significant experience leading large, multilayered, geographically distributed teams through senior leaders.
• Demonstrated success in strategy, operating model design, complex operations, transformation, AI-enabled servicing, automation, and measurable business outcomes.
• Strong commercial, financial, governance, risk, compliance, vendor-management, and executive stakeholder leadership experience.
• Experience across multiple sites and third-party partners; ability to travel based on business needs.

Nice to have

• Experience in payments, financial services, technology, outsourcing, shared services, or another regulated, high-volume service environment.
• Practical experience using advanced AI capabilities to improve service design, decisions, employee effectiveness, and organizational efficiency.
• Experience scaling a managed services business, service portfolio, center of excellence, or enterprise shared services model.
• Experience with service commercialization, client retention, service revenue, digital servicing, omnichannel operations, workforce management, or operational analytics.
• Experience operating across diverse Asia Pacific markets and developing leaders for broader roles.

Culture & Benefits

• High-visibility work connected to client experience and growth across Asia Pacific.
• Inclusive, client-focused, high-performance culture centered on ownership, accountability, and care for people.
• Opportunity to shape regional transformation, AI-enabled servicing, business continuity, and governance.
• Collaboration across cultures, sites, functions, global and regional structures, and external partners.