Looking for a job

Raul Urquilla

@raulurquilla

Message

Director-level BPO and IT transformation leader driving facilities expansion and AI adoption for global operations.

Philippines

Message

What I'm looking for

I’m looking to lead enterprise-wide transformation that blends facilities expansion, and strategic enablement while owning measurable delivery outcomes (readiness, compliance, capacity growth) and partnering across HR/Finance/IT to scale sustainably.

I’m a seasoned BPO and transformation leader with 15+ years of experience scaling operations from startup to enterprise, leading expansions across six countries, and delivering measurable site buildouts, lease negotiations, and cost-saving initiatives.

As Director, Strategic Enablement at UBIQUITY GLOBAL SERVICES, I lead enterprise-wide transformation across HR, Finance, IT, PMO, Facilities, and Operations. I’m currently overseeing 2,000+ seats of capacity growth in 2026 through new site buildouts, expansions, and flexible seat arrangements, while modernizing regulatory compliance across all sites.

In parallel, I’ve driven AI enablement—spearheading AI adoption strategy across a 500+ person organization with human-led, AI-assisted workflows. I’ve anchored technology and facilities workstreams for large-scale RFPs and client proposals, shaping phasing and platform architecture to support scalable delivery.

Earlier, I scaled IT Operations from 15 to 70 employees supporting multi-country growth, deployed 1,000 seats in three months during COVID-19, and improved implementation efficiency by 40% by standardizing RFP and sales support processes. I bring strong cross-functional leadership, procurement governance, and stakeholder alignment to deliver readiness, continuous improvement, and reliable execution.

Experience

Work history, roles, and key accomplishments

Current

Director, Strategic Enablement

Current

Ubiquity Global Services

Jul 2025 - Present (1 year)

Leads enterprise-wide transformation initiatives across HR, Finance, IT, PMO, Facilities, and Operations, driving scalability and continuous improvement. Oversees regional expansion activities including site selection, lease negotiations, fit-out planning, and regulatory compliance modernization.

Enterprise Transformation Scalability Facilities Management PMO Operations Management Continuous Improvement Site Selection Lease Negotiation Due Diligence Build vs Lease Modeling Regulatory Compliance Risk Management Procurement Governance Vendor Management

Director, AI Enablement

Ubiquity Global Services

Oct 2024 - Jul 2025 (9 months)

Spearheaded an AI adoption strategy across a 500+ person organization using human-led, AI-assisted workflows. Delivered process improvements and enhanced company-wide user interfaces.

AI Implementation Change Management AI Adoption Strategy Process Improvement Human In The Loop Workflows

Project Lead, West Africa Expansion

Ubiquity Global Services

Nov 2023 - Nov 2024 (1 year)

Led end-to-end market entry strategy for Ghana, scaling operations to 120+ employees within three months. Managed IT infrastructure evaluation, resource procurement, cultural integration, and facilities management for the new market.

Market Entry Strategy IT Evaluation Procurement Facilities Management

Senior Manager, Solutions Design

Ubiquity Global Services

Mar 2023 - Oct 2024 (1 year 7 months)

Standardized RFP and sales support processes, improving implementation efficiency by 40%. Provided technical advisory support for site buildouts and created a solutions design playbook for consistent discovery, planning, and handover.

Sales Support Technical Advisory Buildout Solutions Design Playbook Development Planning And Discovery

Global IT Operations Manager

Ubiquity Global Services

Jul 2020 - Mar 2023 (2 years 8 months)

Scaled an IT Operations team from 15 to 70 employees supporting a four-country expansion. Supported multi-country site buildouts, executed rapid 1,000-seat deployment during COVID-19, and delivered cost savings through improved processes and infrastructure revitalization.

IT Operations Scaling Teams Buildout Rapid Deployment Cost Optimization Process Improvement

IT Project Coordinator

Ubiquity Global Services

Jan 2017 - Jul 2020 (3 years 6 months)

Managed concurrent projects including client onboarding systems, IVRs, CRMs, and API integrations. Deployed COVID-19 remote work infrastructure for 500+ employees with server room setup for additional seats and supported US operations implementations while improving UI/UX design standards and development rigor.

Project Coordination Client Onboarding IVR CRM API Integration Design Standards

Operations Manager

Ubiquity Global Services

Jan 2016 - Dec 2016 (11 months)

Managed customer service operations for financial services and payment solutions clients. Optimized operational workflows to increase NPS and CSAT for college student disbursement programs.

Customer Service Operations Workflow Optimization NPS CSAT Financial Services Operations Payment Solutions

Operations Manager

Telus International Central America

Mar 2015 - Dec 2015 (9 months)

Led a Technical Support department of 60+ representatives managing Cable Internet, DSL, and VoIP support operations.

Technical Support Internet Cable Support DSL VoIP Support Team Leadership

Team Leader

Telus International Central America

Mar 2014 - Mar 2015 (1 year)

Led a Premium Technical Support team of 15 to 20 agents focused on enterprise email products and services.

Technical Support Premium Support Team Leadership Service Support

Learning Services Specialist

Telus International Central America

Feb 2012 - Feb 2013 (1 year)

Delivered new-hire training and developed training materials for a 200+ representative operation to support ongoing practice and refresher training programs.

Training Materials Learning Services Refresher Training