Alorica Inc. has announced two new leadership roles for its operations in the Philippines. Sarah Machan-De Silva will serve as President, while Grace Taeza will take on the position of Chief of Staff. The company stated that these appointments are intended to support client outcomes and employee experience in a market that accounts for more than half of its global operations.
Machan-De Silva will oversee nationwide operations, client relationships, and business performance. Taeza will report directly to Machan-De Silva, focusing on aligning strategic priorities and driving execution. In addition to her new regional duties, Taeza will continue to support Alorica’s global finance organization, specifically managing operational expenditure and other financial initiatives.
Brian Delaney, Alorica’s Chief Operating Officer, noted that the Philippines has been a central part of the company’s success. He stated that the new leaders bring the necessary experience to build on that legacy. Delaney also highlighted that Alorica has received top performance rankings from 84% of its clients and has deployed AI-powered tools to provide real-time insights and customized coaching to its workforce.
Machan-De Silva brings over 25 years of customer experience leadership to the role, including 23 years with Alorica. She most recently served as Divisional Vice President of CX, overseeing verticals such as healthcare, travel, hospitality, and entertainment. Her career with the company began as a customer service representative, allowing her to progress through various senior roles.
Taeza has more than 31 years of experience in finance and business leadership across multinational organizations. She has been with Alorica for nearly 10 years, during which time she served as Regional Vice President for Finance in the APAC region. Her responsibilities included overseeing revenue, gross profit, EBITDA, tax, and accounting performance, as well as leading the company’s global procurement strategy.
The company described these moves as part of its effort to develop talent from within. Alorica Philippines has received Great Place to Work certifications annually since 2022. The organization maintains a global employee Net Promoter Score of 75, which is higher than the industry benchmark of 50.
