Site Lead v (1.00) [Suva]

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

The Site Lead is responsible for the overall leadership, performance, and strategic direction of the company’s site operations. This role ensures operational excellence, financial performance, employee engagement, and client satisfaction while fostering a high-performing culture. The Site Director/VP partners closely with executive leadership and cross-functional teams to drive business growth, operational efficiency, workforce capability, and continuous improvement initiatives. The ideal candidate is an experienced operations leader with a proven track record of managing large-scale teams, delivering business results, and leading organizational transformation in a fast-paced BPO, Shared Services, or multinational environment.

Outcomes

Capital Stakeholders (Owners)
1. Site Leadership & Strategy
Lead the overall operations and strategic direction of the site. Develop and execute site strategies aligned with business objectives. Represent the site in leadership discussions with regional and global stakeholders. Foster a culture of accountability, collaboration, innovation, and continuous improvement. Drive organizational change and transformation initiatives.
2. Financial & Commercial Management
Own the site's financial performance, including budgeting, cost management, and profitability. Optimize resource utilization while maintaining service quality. Support business growth initiatives and client business reviews. Drive productivity and cost optimization initiatives.
3. Client & Stakeholder Management
Build strong relationships with clients and executive stakeholders. Act as executive escalation point for critical operational issues. Lead governance meetings and Quarterly Business Reviews. Ensure high levels of client satisfaction.
Organisational Stakeholders
1. Operational Excellence
Ensure achievement of operational KPIs, SLAs, quality, productivity, and customer satisfaction targets for programs operational in the assigned site. Monitor site performance and implement action plans. Identify opportunities to improve efficiency, scalability, and service delivery. Lead business continuity planning and operational risk management.
2. Governance, Compliance & Risk
Ensure compliance with company policies, regulations, and client requirements. Oversee information security, data privacy, and workplace safety. Lead governance, audit, and compliance initiatives.
3. Continuous Improvement
Champion Lean, Six Sigma, automation, AI, and digital transformation where needed to further drive operational and performance efficiency. Promote data-driven decision making. Drive innovation to improve efficiency and employee experience.
Product's Stakeholders
1. People Leadership
Lead, coach, and develop senior leaders. Build succession pipelines and leadership capability. Champion employee engagement and talent development. Promote a culture of accountability and performance.

Responsibilities - Critical Competencies

Competence	Description
Business
Change Management	Implement and manage changing situations resulting from a change in strategic/business.

Qualifications

Qualification	Discipline	Notes
Desirable
Masters Degree	Accounting and Finance
Desirable
Higher Degree incl. Post Grad Cert or Dip	Business Management or Business Administration or related fields

Work Knowledge and Experience

1. Qualifications • Bachelor's degree in Business Administration, Management, Engineering, Information Technology, or a related discipline. • MBA or postgraduate qualification is an advantage. • 12–15 years of leadership experience within a BPO, Shared Services, GCC, Contact Center, or multinational environment. • At least 2-3 years in a senior leadership role overseeing an entire site in a similar capacity as Site Lead/Director • Experience managing organizations of 500–2000+ employees. • Strong financial acumen with P&L and budgeting experience. • Proven change management and transformation leadership. • Excellent executive stakeholder management and communication skills. Preferred Experience • Multi-functional operations leadership. • Exposure to global or regional leadership teams. • Experience supporting enterprise or Fortune 500 clients. • Lean Six Sigma certification is an advantage. • Experience leading automation or AI initiatives.

Requirements

Language Proficiency
Excellent command of English

Attributes

Attribute	Definition
Behavioural Styles
Accepting/compliant	Shows a willingness to go along with things and a compliance with expectations.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Resilient	Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes.
Interpersonal Styles
Empathic	Has the ability to understand somebody else's feelings or difficulties.
Extrovert	Outgoing and showing interest in events going on around them, particularly people, new experiences and changing situations.
Perceptive	Shows keen insight and understanding of issues or situations.
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Thinking Styles
Abstract/conceptual thinker	Creates abstract or generic ideas generalised from particular instances.
Decisive	Reaches conclusions, promptly and firmly.
Initiative	Takes action and makes decisions without the help or advice of other people.
Well organised	Controls tasks in a well thought out and critical manner.

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