
Director, Shared Support Services
SiteMinder
APAC/Oceania, Philippines, Manila
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Salary

Rank
Director

Responsibility
Site Lead

Scope
Regional

Workplace
Hybrid

Functions
Customer Service
HR
Real Estate/Facilities

Reports to

Level
0

Travel Max:
0%

Posting Date
08-07-2023
Description
At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do…
We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online – quickly and simply.
We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we’re the world’s leading open hotel commerce platform, supporting 34,000 hotels in 150 countries – with over 100 million reservations processed by SiteMinder’s technology every year.
About the Director for Onboarding and Customer Success Operations role…
The “Director, Shared Services Support – Manila” is responsible for managing our Customer Support teams. Managing performance, efficiency and effective use of resources. Implementing strategies to improve knowledge and productivity. Identifying opportunities to improve and automate, and overseeing the implementation of procedures. This role also provides a shared service to multiple departments. Managing multiple stakeholders and resource planning.
Key Responsibilities
What You’ll Do…
- Managing the Shared Services Support teams in Manila and India as part of the General Services team.
- Leading, coaching, engaging and developing the teams to achieve KPIs. Building a team that puts the customer first.
- Implementing strategies to improve metrics and employee engagement.
- Developing ways to increase productivity, contact deflection and automation.
- Fostering a culture of ownership and responsibility. Leading or participating in global projects involving stakeholders from across the business.
- Identifying gaps in capabilities and developing strategies to fill them.
- Making timely, confident decisions.
- Using data effectively.
Qualification & Requirements
What You Have…
- Can manage and oversee the daily operations of the customer support teams in different platforms.
- Previous experience managing multiple teams accross different locations in support or customer service sector
- Can develop and implement strategies to improve productivity and efficiency
- Can identify and manage operational risks and opportunities to improve by monitoring and analysing performance data
- Develop and implement policies and procedures that support the company’s overall strategy and goals, aligning with global teams.
- Manage and develop a team of managers and staff, providing coaching, feedback, performance evaluations and career growth to the teams.
- Foster a culture of customer centric and continuous improvement.
- Collaborate with other regions and departments to ensure cross-functional alignment and effectiveness.
- Represent the company to external stakeholders and act as a key point of contact for all operational matters
- Thrive in a fast-paced, agile and dynamic environment
Benefits
Our Perks & Benefits…
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Company Profile

SiteMinder
Industry
Technology Information and Internet
Revenue
$19.1M
Employees
947
Fortune 500 Rank
NA
Global 500 Rank
NA
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