Associate Director - Manila

As the Senior Manager, Human Intelligence in Manila, you serve as the senior strategic architect for the company’s largest global delivery hub. You are responsible for the strategic design and scalability of the Manila operation, defining a roadmap that aligns human intelligence capabilities with global product expansion.

You will hold budgetary accountability for the Manila operation, ensuring that the center delivers high-scale operational efficiency and meets rigorous performance targets without compromising quality. You are responsible for the commercial health of the operation, optimizing unit economics while maintaining the sophisticated strategic insight required to drive the business forward.

While your primary focus is leading the Resolver service line, you will operate at a high strategic level within the broader Kroll environment. You are expected to navigate this dual-identity, ensuring that Resolver’s unique "human-in-the-loop" advantage is integrated into Kroll’s global standards. You will act as a key liaison, aligning local operations with Kroll’s enterprise-wide governance, security, and strategic objectives, thereby positioning the Manila hub as a premier asset within the total Kroll portfolio.

With oversight of over 100 personnel, your mission is to evolve the unit from a delivery center into a Center of Excellence. You will ensure the seamless provision of products and services, ensuring our human intelligence remains a competitive advantage through strict adherence to Service Level Agreements (SLAs). You will establish and govern the framework for a 'Just Culture,' ensuring that systemic root-cause analysis is embedded into the operational DNA, while personally overseeing the long-term retention and leadership pipeline for the region.  

You will maintain a strategic overview of resource allocation, ensuring the optimal blend of technology and human expertise. Additionally, you serve as a Senior Point of Command for the 24/7 global incident management process, providing executive-level decision-making during high-stakes incidents. 

Qualifications & Education

• 8+ years' experience working in a leadership operational delivery position, including effective stakeholder engagement to VP level.

• Proven track record in leading and managing highly complex and diverse teams across global locations.

• Strong understanding of the online safety industry, and regulatory requirements. 

The role is hybrid with a mix of office and home working. International travel as required to Global Operations Centers.