Program Management Team Lead

TheTeam Lead, Program Managementwill help build and support a high-performing program management team in Manila, balancing hands-on program delivery with day-to-day team leadership. You will support frontline program managers, coach and develop team members, strengthen operational practices, and ensure consistent delivery for clients and internal stakeholders. As a Team Lead, you will work closely with the line manager and cross-functional global teams to improve processes, manage priorities, monitor performance, and drive service excellence.

KEY RESPONSIBILITIES

You will:

• Continuously evaluate team processes, workflows, and systems to identify opportunities for improvement, driving operational efficiency, consistency, and service excellence.
• Partner with the line manager to develop and execute operational strategies that support team KPIs, OKRs, service commitments, and broader business objectives.
• Lead the ongoing development of team members through structured coaching sessions, providing guidance on technical capability, process excellence, performance, and professional growth.
• Create and support targeted development plans in collaboration with the line manager, reinforcing continuous learning and career development.
• Serve as a key communication lead for the team by cascading operational updates, maintaining alignment, and ensuring accurate documentation of meeting minutes, decisions, and approvals.
• Plan, prioritize, and delegate work across the team to balance workloads, meet deadlines, and maintain service commitments.
• Review team deliverables to ensure quality, accuracy, and adherence to established processes and standards, providing timely feedback and coaching where required.
• Partner with the line manager to manage operational escalations, ensuring issues are addressed promptly, stakeholders are appropriately informed, and effective resolutions are implemented.
• Actively facilitate and contribute to local and global team meetings, promoting collaboration, knowledge sharing, and alignment across cross-functional and geographically distributed teams.
• Support day-to-day team operations, including attendance tracking, leave management, workforce planning, and other administrative activities.
• Review and validate team attendance records to ensure payroll information is accurate, complete, and submitted within established timelines.
• Prepare, analyze, and communicate team performance metrics and operational reports, providing actionable insights to support data-driven decision making and continuous improvement.
• Provide regular updates to the line manager on team performance, achievements, challenges, risks, and development opportunities.
• Lead the onboarding and training of new team members through structured learning plans, process training, coaching, and reinforcement of best practices.

QUALIFICATIONS & REQUIREMENTS:

• Bachelor's degree in Business Administration, Project Management, Program Management, Organizational Development, or a related field is preferred. Equivalent professional experience will also be considered.
• Demonstrated experience leading operational teams or initiatives, preferably within program management, project management, operations, or a professional services environment.
• 3 yearsexperience leading, mentoring, or coaching a team.
• Strong understanding of team performance, service delivery, operational processes, and continuous improvement.
• Experience working with KPIs, SLAs, OKRs, and other performance metrics to drive team and business outcomes.
• Proven ability to influence and collaborate across teams and drive alignment without direct authority.
• Strong organizational and time management skills, with the ability to manage multiple priorities, projects, and competing deadlines in a fast-paced environment.
• Excellent verbal and written communication skills, with the confidence to facilitate meetings, present information, and engage stakeholders at all levels.
• Experience working with global, cross-functional, and geographically distributed teams across different locations and time zones.
• Proactive and solutions-oriented approach with strong problem-solving skills, sound judgment, and the ability to take ownership of issues through to resolution.
• Experience preparing and analyzing operational reports and translating performance data into actionable insights.
• Experience with project management, workforce management, or service delivery platforms such as Kantata, Jira, Salesforce, ServiceNow, or similar tools is an advantage.
• Experience in a professional services or client-focused environment is desirable.

Work Schedule: Monday – Friday, Night Shift

Work Setup: Hybrid (2-3 days onsite per week