Head of Shared Service

Key Responsibilities

• Own and lead internal support departments (IT, Facility, Reporting, Risk & Compliance) across the business, ensuring consistent and high-quality service delivery for all teams and sites
• Design, standardise, and continuously improve internal processes, workflows, and controls to support growth and operational maturity
• Establish and maintain clear service delivery standards, KPIs, and governance frameworks across all support functions
• Lead, coach, and develop managers and team leads, strengthening leadership capability and succession across departments
• Monitor operational performance and capacity across support teams, identifying risks, gaps, and opportunities for optimisation
• Partner with senior leadership to align shared services priorities with company goals, growth plans, and people strategy
• Oversee budget planning and resource allocation for support functions, balancing efficiency, scalability, and employee experience
• Drive change management initiatives related to new systems, policies, or organisational shifts, ensuring smooth adoption across teams
• Support training, engagement, and culture initiatives that reinforce collaboration, accountability, and high performance across the organisation

Qualification & Requirements

• Bachelor’s degree or 10 plus years of senior leadership experience in shared services and operations
• At least 5 years of experience leading multi-functional support teams (IT, Facility, Reporting, Risk & Compliance) within a BPO, shared services, or scaling services environment
• Strong background in building and optimising internal processes, controls, and service delivery frameworks across multiple teams or locations
• Demonstrated experience in budget oversight and cost efficiency while maintaining
• service quality and staff engagement
• Proven ability to lead managers and cross-functional teams with a strong focus on accountability, clarity, and performance standards
• Highly analytical and comfortable using data to assess performance, identify gaps, and drive structured improvements
• Experience partnering with executive leadership to translate business strategy into scalable internal operations
• Amenable to working from our Davao or Cebu Office.

We have a virtual recruitment process. What you need

• Strong and Stable Internet Connection for uninterrupted video interviews
• Laptop or PC with Webcam for online assessments and interviews

Benefits

Industry-leading benefits

• HMO w/ Dental Coverage + Dependents
• 2-week paid Holiday Break. Enjoy the season without worrying about your work.
• Fixed weekends off (Saturday and Sunday). Take control of your weekends, relax with loved ones, or indulge in your passions.
• Take advantage of working the day shift schedule! Wake up to the sunrise and wind down as the sun sets.