GSC Chief Operating Officer

Key Responsibilities

Strategic Leadership

• Co‑lead the GSC with the Managing Director, holding operational ownership of the centre’s performance and strategic direction.
• Define and execute the operational vision for the GSC as a critical hub that supports the delivery of IWGs strategic objectives.
• Drive continuous improvement, automation, and digital transformation to unlock efficiency, scalability, and innovation.
• Establish ambitious KPIs and performance standards to ensure excellence and cost effectiveness across all service lines.

Operational Management

• Oversee the GSC’s day‑to‑day operations across all shared service functions.
• Undertake root-cause analysis to uncover the fundamental issues with our processes. Put in place, and execute, plans to resolve issues, significantly improving time and quality metrics.
• Ensure operational governance, compliance with global standards, and adherence to local regulations.
• Implement best‑practice frameworks in process design, service quality, risk mitigation, and operational control.
• Champion innovation, technology, and data‑driven decision‑making to evolve the GSC into a next‑generation shared services organisation.
• Use AI and automation tools to increase efficiency and reduce costs.

People & Culture

• Clearly communicate plans and decisions, lead engagement activities, and ensure we have a highly motivated team.
• Lead and inspire a workforce of over 1,000 people.
• Drive a culture of accountability and ensure performance is robustly managed to drive improvements in service metrics.
• Encourage innovation to consistently improve processes.
• Partner with HR to attract exceptional talent and build strong leadership pipelines across the GSC.
• Identify talent and drive retention of high performers, whilst addressing under-performance.
• Be highly visible and strengthen communication with global teams to enhance collaboration and delivery of results.

Stakeholder Engagement

• Function as a key executive liaison between the GSC and IWG’s global leadership teams.
• Build robust, strategic relationships with senior stakeholders to understand needs, anticipate challenges, and deliver tailored solutions.
• Ensure the GSC’s contributions are consistently represented, recognized, and integrated into IWG’s global strategy.
• Serve as a visible leader and ambassador for the Manila centre in global forums and internal governance structures.

Qualification & Requirements

• Proven track record in senior operational leadership roles, ideally within global shared service centres or multinational corporations.
• Extensive experience driving operational efficiency, transformation, and large‑scale performance improvement.
• Driven to consistently achieve targets and improve customer service to both internal and external stakeholders.
• Demonstrated ability to evaluate, restructure, and build high‑performing management teams in fast‑moving, complex environments.
• Exceptional leadership capability, with strength in operational control, strategic execution, and organisational transformation.
• Strong communicator and influencer able to lead through change, build trust, and inspire teams at all levels.
• Highly resilient and strong at prioritization.

Benefits

No information available.