Country Manager / Director (Shared Service) (Hybrid)

Location: Pasig City (Hybrid)

Schedule: Midshift, Mon-Fri

Position Summary

The Country Manager / Director, Shared Services Operations will lead the Manila Shared Services Center and oversee the delivery of high-quality services supporting global operations. This role is part of the Global Shared Services Leadership Team and is responsible for driving operational excellence, stakeholder management, talent development, and continuous improvement initiatives.

Key Responsibilities

Leadership & Strategy

• Lead the Manila Shared Services Center and support global business objectives.
• Partner with global stakeholders to align operations with business priorities.
• Drive operational excellence, transformation, and continuous improvement programs.
  
  
  

Operations Management

• Oversee day-to-day Shared Services Center operations.
• Ensure service delivery targets and performance standards are achieved.
• Manage local functions including HR, Finance, Facilities, Administration, and Employee Engagement.
  
  
  

Stakeholder Management

• Build and maintain strong relationships with global and regional leaders.
• Serve as a trusted business partner to key stakeholders.
• Drive customer satisfaction and service excellence.
  
  
  

Talent & Culture

• Lead and develop a high-performing leadership team.
• Drive employee engagement, succession planning, and leadership development.
• Foster a collaborative, inclusive, and performance-driven culture.
  
  
  

Continuous Improvement

• Lead process improvement, automation, and transformation initiatives.
• Identify opportunities to improve efficiency, productivity, and service quality.
• Support business growth and operational scalability.
  
  
  

Governance & Compliance

• Ensure compliance with company policies and regulatory requirements.
• Oversee resource planning, risk management, and operational controls.
• Ensure effective utilization of people, processes, and technology.
  
  
  

Qualifications

• Bachelor's degree in Business, Finance, Accounting, Management, or related field.
• MBA or postgraduate degree is an advantage.
• 10+ years of leadership experience in Shared Services, GBS, BPO, or multinational organizations.
• Minimum 5 years leading large-scale Shared Services or GBS operations.
• Strong background in operations management, business transformation, and process improvement.
• Experience working with senior global stakeholders.
• Excellent leadership, communication, stakeholder management, and problem-solving skills.