Senior Director Customer Excellence - APAC

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

About the opportunity
Iron Mountain seeks a high-impact leader to lead the strategy, setup, and operationalization of new Global Business Services (GBS) capabilities in Philippines (~600-800 resources) with managed service partner(s), and lead Iron Mountain’s Customer Excellence function for the Asia Pacific (APAC) region. As lead of the Customer Excellence function for APAC, this role will lead customer-facing critical processes like Customer Care, Account to Cash, Billing, Collections and its respective continuous improvement, across a diverse region comprising 13 countries and a direct workforce of 400 resources.
This leader will drive the strategic design, implementation, and transformation of our Customer Care, Finance, Collections, Billing, Commercial support, and outbound Tele Sales/Inside sales shared services operations for APAC, and establishing a Philippines-based capability center to serve primarily our
English-speaking markets (USA, UK, and ANZ). It requires a hands-on leader with extensive experience building high-performance GBS capabilities in Philippines, including requirements definition, competitive vendor selection process, vendor management, site build-out and infrastructure, team development, cultural integration, and long-term operational excellence.
About the Responsibilities
GBS Transformation Leadership:

• Drive the full lifecycle transformation of our Customer Care, Sales Support, and Collections functions within Philippines GBS capabilities hub using chosen model. This involves establishing foundational capabilities and processes, optimizing for operational excellence, preparing for
  seamless integration into the company’s core service framework, and strong vendor management and partnership
• Establish New Capabilities in Key Functions
• Build out advanced capabilities across Customer Care, Sales Support, Collections, and Finance Shared Services to create a best-in-class operational capabilities in Philippines. Leverage deep industry expertise to ensure each function meets global standards, providing scalable solutions
  for high-quality customer interactions and efficient back-office processing.
• Accelerate Transformation with Data, Analytics, and AI
• Use cutting-edge data analytics, AI, and intelligent automation to drive innovation and efficiency in every aspect of the customer lifecycle, from initial contact to ongoing support and collections
• Implement advanced predictive analytics for proactive customer care, improve sales conversion rates through AI-driven insights, and enhance collections performance by predicting payment behaviors and optimizing collection strategies

Build-Out and Operationalization of Philippines Capabilities

• Lead strategy to build and operate capabilities in Philippines, determining a captive, Build-Operate-Transfer (BOT) Model or fully managed services model
• Lead and own vendor management, as appropriate, based on selected strategy
• Design and oversee Scalable, Future-Ready GBS capabilities, by establishing a digital-first infrastructure that supports AI-driven insights, advanced analytics, and intelligent automation to enhance process efficiency and customer satisfaction, and in partnership with vendors as appropriate
• Develop or oversee a Strategic Talent Pipeline and Build Organizational Culture, by developing a strong brand presence in the Philippines market to attract and retain top talent. Create a robust talent pipeline for critical functions, including Customer Care, Sales Support, Collections, and Finance Shared Services, and foster a high-performance culture focused on innovation, accountability, and continuous improvement
• Integrate Global Standards with Local Expertise, by partnering with local stakeholders and leveraging regional expertise to align Philippines capabilities / operations with global business objectives. Ensure seamless integration of processes, policies, and automation tools across functions, building Philippines as a strategic center for operational excellence and customer-focused service delivery
• Enable Operational Excellence through Intelligent Automation, by deploying intelligent automation across high-impact processes to optimize workflow, increase response speed, and reduce operational costs. Use RPA (Robotic Process Automation) to streamline repetitive tasks, enabling the Philippines capabilities to operate with exceptional productivity and precision while enhancing customer experience across all touchpoints

Deliver Customer Excellent Service for APAC

• Oversee Customer Care, Account-to-Cash, Billing, and Service Delivery functions, with a clear mandate to integrate, standardize, and elevate these capabilities across the region. As the key architect of customer excellence in APAC, this leader will define and execute strategies that enhance client satisfaction, streamline operations, and drive measurable business impact, ensuring alignment with Iron Mountain’s global vision for operational and customer service excellence
• Transform the end-to-end customer lifecycle, ensuring high-quality touchpoints at every stage. This includes implementing robust account-to-cash frameworks that improve cash flow and receivables management, refining billing accuracy to meet client-specific needs, and enabling proactive customer service solutions that enhance retention and loyalty. The successful
  candidate will exhibit a hands-on leadership style, with a strong ability to navigate the complexity of regional and cultural differences while fostering a collaborative, high-performance team environment. A critical aspect of the role will involve utilizing data-driven insights to proactively identify pain points, anticipate customer needs, and drive continuous improvement initiatives

Stakeholder and Executive Partnership

• Act as a key liaison between Philippines and global leadership, ensuring strategic alignment and seamless coordination across Customer Care and GBS operations
• Build and maintain relationships with regional stakeholders, leveraging deep local insights into the Philippines BPO and shared services market to inform decision-making and execution

Local Expertise and Market Positioning

• Use extensive knowledge of the Philippine market, including vendor partnership economics and incentives, real estate, talent pool, tax/legal requirements, and BPO forums, to successfully navigate local challenges and opportunities
• Establish and promote a strong employer brand within the Philippine market, attracting top talent and positioning the company as a premier destination for professionals in customer care and shared services

Performance Optimization and Continuous Improvement

• Implement Lean Six Sigma and other continuous improvement methodologies to drive efficiency, enhance service quality, and optimize operational performance
• Develop and track KPIs, ensuring high standards of service quality, productivity, and customer satisfaction. Drive results to meet stretch goals in quality, cost, and employee engagement
• Build capabilities in local organization and talent including cultivating continuous improvement mindset, accountability, empowerment, and innovation

People Leadership and Cultural Integration

• Build and lead a high-performing, resilient team by fostering an inclusive culture of accountability, collaboration, and innovation
• Oversee training, development, and engagement initiatives to ensure talent readiness and retention, promoting a positive and productive work environment aligned with company values
   

Category: General Management