The Director Offshore Shared Services & Operations will serve as the single point of accountability for establishing, scaling, and running offshore shared services operations. This role owns endtoend operational delivery, workforce productivity, employee engagement, and partner orchestrationworking closely with external partners (e.g., KMC) for recruitment, legal compliance, payroll, facilities, and office operations. The role ensures the Philippines operation delivers highquality, costefficient, and scalable services while maintaining strong culture, engagement, and compliance.
Key Responsibilities
1. Offshore Operations & Service Delivery
- Own endtoend shared services operations across defined functional areas (e.g., HR operations, finance support, customer support, back office, analytics, IT support, etc.).
- Translate business demand into staffing plans, operating models, SLAs, and performance metrics.
- Ensure consistent, highquality service delivery aligned to global standards and business expectations.
- Drive continuous improvement, automation, and productivity initiatives across the offshore operation.
2. Workforce Leadership & Engagement
- Lead, develop, and inspire a highperforming team of 50 offshore professionals.
- Establish a strong performance management culture focused on outcomes, accountability, and growth.
- Drive employee engagement, retention, and wellbeing through clear career paths, leadership routines, and culture initiatives.
- Act as the senior people leader and escalation point for all workforce matters in the Philippines.
3. Partner Engagement
- Serve as the primary interface for:
- Recruitment and talent acquisition
- Employer of record / legal compliance
- Payroll and benefits administration
- Office, facilities, and workplace services
- Define and manage partner SLAs, KPIs, governance routines, and commercial performance.
- Ensure seamless coordination between internal stakeholders and external partners.
4. Setup, Scale, and Governance
- Build the Philippines shared services operation, including operating model, governance, and ways of working.
- Ensure compliance with local labor laws, data privacy, security, and corporate policies.
- Establish clear escalation paths, risk management practices, and business continuity plans.
- Support future scaleup (headcount growth, new functions, expanded scope).
5. Stakeholder Management & Communication
- Act as the single point of contact for global stakeholders regarding Philippines offshore operations.
- Partner closely with HR, Finance, IT, Legal, and Business Leaders to align priorities and expectations.
- Provide regular reporting on productivity, service performance, engagement, cost, and risks.
6. Financial & Productivity Accountability
- Own budget management for the offshore operation, including partner costs and workforce expenses.
- Drive productivity benchmarks, utilization targets, and costtoserve improvements.
- Identify opportunities to optimize delivery through process redesign, automation, or resourcing shifts.
Success Measures
- Successful build and stabilize an additional 50100 person Philippines shared services team
- SLAs met or exceeded across all supported functions
- Strong employee engagement and retention metrics
- Demonstrated productivity gains and cost efficiencies
- Positive stakeholder feedback from global business leaders
Required Experience & Qualifications
- 7+ years of leadership experience in shared services, offshore operations, BPO, or global business services
- Proven experience setting up and/or leading offshore teams in the Philippines
- Demonstrated people leadership experience managing multidisciplinary teams
- Solid understanding of Philippines labor law, employment practices, and offshore operating models
- Experience working with senior global stakeholders across HR, Finance, IT, and Operations
Key Skills & Competencies
- Endtoend operational ownership
- Workforce productivity and performance management
- Stakeholder influence and executive communication
- Vendor governance and commercial acumen
- Change management and continuous improvement
- Strong cultural intelligence and peoplefirst leadership
