0
0
Alorica Inc., a global provider of customer experience (CX) and digital transformation services, today announced the appointment of Sarah Machan-De Silva as President of Alorica Philippines and Grace Taeza as Chief of Staff for the Philippines.
The leadership appointments strengthen Alorica’s focus on client performance, employee experience and digital innovation in the Philippines, a key market that represents more than half of the company’s global operations.
Machan-De Silva will oversee Alorica Philippines’ nationwide operations, client relationships, employee engagement and business performance. Taeza will report to Machan-De Silva and support strategic priorities and execution across the organization while continuing to contribute to Alorica’s global finance organization.
“The Philippines has long been a cornerstone of Alorica’s success, and Sarah and Grace bring the leadership needed to build on that legacy,” said Brian Delaney, Chief Operating Officer at Alorica.
According to Alorica, the two executives have helped drive operational performance that has resulted in 84% of clients ranking the company #1 or #2 for performance.
Machan-De Silva Brings 25 Years of CX Experience
Machan-De Silva brings more than 25 years of customer experience leadership, including 23 years with Alorica.
She most recently served as Divisional Vice President of CX, where she oversaw key industry sectors including healthcare, travel, hospitality and entertainment while managing relationships with major Alorica clients.
Machan-De Silva began her career at Alorica as a customer service representative and progressed through multiple leadership roles across the organization.
Taeza Takes on Expanded Leadership Role
Taeza brings more than 31 years of finance, accounting and business leadership experience across multinational organizations.
During nearly 10 years at Alorica, she has served as Regional Vice President for Finance in APAC, overseeing areas including revenue, gross profit, EBITDA, tax and accounting performance.
She also leads Alorica’s global procurement strategy and has contributed to enterprise-wide operational efficiency and transformation initiatives.
Focus on AI and Employee Experience
The appointments come as Alorica continues investing in technology and internal talent development.
The company has deployed AI-powered performance tools across its global workforce, providing real-time insights and personalized coaching designed to improve employee productivity and client outcomes.
Alorica Philippines has also received Great Place to Work® certification every year since 2022, based on employee feedback.
Globally, Alorica reports an employee Net Promoter Score (eNPS) of 75, compared with an industry benchmark of 50.
Through its employee-led nonprofit, Making Lives Better with Alorica (MLBA), employees have raised more than $10 million globally over the past decade to support local communities. In 2025, MLBA Philippines initiatives reached nearly 26,000 people through community partnerships, grants and employee-led giving programs.
The new leadership structure reinforces Alorica’s strategy of developing talent internally while combining operational expertise, digital innovation and employee-focused leadership to support the company’s continued growth in the Philippines.
