Corporate Senior Manager – Shared Services

Key Responsibilities

Operational Leadership and Strategy:

• Develop and implement operational strategies that align with the company’s goals, focusing on scalability, efficiency, and quality service delivery.
• Lead, mentor, and develop the operations team, fostering a culture of high performance, continuous improvement, and accountability.

Performance Management:

• Monitor and evaluate operational performance against key performance indicators (KPIs) and client expectations, implementing continuous improvement initiatives to enhance efficiency and quality.
• Drive the adoption of best practices in process management and operational excellence, ensuring agility and responsiveness in the operations team.

Client Management and Growth:

• Build and maintain strong relationships with clients, acting as a key point of contact for operational issues and strategic discussions.
• Work closely with the sales and account management teams WWRS stakeholder teams (such as, but not limited L&D, HR, BA and WFM, etc.) to support client retention and growth initiatives, ensuring operational capabilities align with client needs and expectations.

Innovation and Process Improvement:

• Champion innovation within operations by identifying and implementing technology solutions and process improvements solutions that enhance service delivery and operational efficiency.
• Lead cross-functional projects aimed at enhancing system integrations, workflow optimizations, and overall service delivery.

Risk Management and Compliance:

• Ensure operational activities comply with legal regulations (esp Information Security standards of the ISO 27001-2022), industry standards, and company policies, mitigating risks and addressing any compliance issues promptly.
• Develop and oversee business continuity and disaster recovery plans, ensuring operational resilience.

Adaptability and Change Management:

• Exhibit a high level of adaptability and flexibility to navigate the dynamic and fast-paced environment of a startup.
• Lead change management initiatives, guiding and supporting the team through growth phases and operational changes.

Qualification & Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field. Post-graduate education or relevant certifications (eg. Lean Six Sigma Certification, Design Thinking, Agile Framework, etc) from an accredited professional organization would be an advantage.
• At least 7 years of experience in operations management within a BPO or related industry, with a minimum of 3 years in a senior leadership role.
• Demonstrated success in leading operations in a high-growth or startup environment, with a track record of enhancing operational efficiency, performance, and client satisfaction.
• Strong leadership and team development skills, with the ability to inspire and motivate a diverse team.
• Excellent problem-solving, decision-making, and project management skills.
• Outstanding communication and interpersonal abilities, capable of building strong relationships with clients, team members, and stakeholders.
• Proficient in using technology to improve operational processes, with experience in CRM and ERP systems.
• Highly adaptable and dynamic, with the ability to thrive in a fast-paced and changing environment.
• Willing to work at Bridgetowne, Quezon City

Benefits

• Be part of a pioneer start-up team
• Health insurance + 2 Free Dependents
• 20% Night Differential
• Life insurance
• Staff meals provided daily