Shared Service Group Manager

We are a fast-growing healthcare shared services organization in the Philippines supporting U.S.-based stakeholders and business operations. We are seeking a highly adaptable, strategic, and hands-on Shared Services Group Manager to lead multiple functions and drive operational excellence across the organization.

The role is responsible for overseeing shared services operations, ensuring consistent service delivery, performance, quality, and compliance while aligning Philippine-based teams with the needs and expectations of U.S.-based stakeholders. The ideal candidate has a strong background in shared services and operational management, experience leading multiple teams or functions, and a proven ability to manage complex priorities in a fast-paced and evolving environment.

Experience in Human Resources or other functions within the healthcare industry is strongly preferred.

Responsibilities:

1. Shared Services Leadership & Strategy

• Provide strategic and operational leadership across assigned shared services functions, ensuring alignment with organizational goals and U.S. stakeholder requirements.
• Develop and implement operational strategies focused on service quality, scalability, efficiency, cost effectiveness, and continuous improvement.
• Oversee multiple programs, functions, or business units, ensuring consistent standards, effective resource allocation, and achievement of operational objectives.
• Establish clear goals, KPIs, service expectations, and operating standards across assigned teams.
• Lead operational initiatives and pilot programs, evaluating results and recommending improvements or broader implementation.

2. Operational & Performance Management

• Monitor operational performance, productivity, quality, service levels, and other key metrics to ensure delivery against business and stakeholder expectations.
• Identify performance gaps, operational risks, and improvement opportunities and implement appropriate action plans.
• Drive performance management practices, ensuring accountability while providing effective coaching, feedback, and development support.
• Oversee staffing, workforce allocation, workload distribution, and capacity planning to support business requirements.
• Promote standardized processes, best practices, and operational discipline across shared services functions.

3. U.S. Stakeholder & Client Management

• Build and maintain strong working relationships with U.S.-based stakeholders, serving as a key point of contact for operational matters, escalations, performance discussions, and strategic initiatives.
• Understand stakeholder needs and translate business requirements into clear operational priorities for Philippine-based teams.
• Lead operational reviews and escalation discussions, ensuring timely resolution of issues and effective communication of risks, actions, and outcomes.
• Partner with U.S. stakeholders to identify opportunities to improve service delivery, expand capabilities, and support business growth.
• Ensure consistent communication and alignment across time zones, functions, and organizational levels.

4. People Leadership & Development

• Lead, coach, and develop teams of 15+ employees, fostering a culture of accountability, collaboration, continuous improvement, and high performance.
• Develop leaders and managers through regular coaching, performance reviews, succession planning, and targeted development initiatives.
• Establish and maintain effective performance management practices, including goal setting, feedback, recognition, and corrective action when necessary.
• Support employee engagement, retention, cross-training, and career development initiatives.
• Promote a positive and inclusive workplace culture aligned with company values.

5. HR & Employee Relations

• Apply sound HR and people management practices across assigned functions, ensuring consistent and fair application of company policies and procedures.
• Partner with HR on employee relations matters, performance concerns, workforce planning, organizational changes, and other people-related initiatives.
• Ensure managers are equipped to effectively manage performance, attendance, employee concerns, and workplace issues.
• Support the development and implementation of policies, processes, and programs that enhance employee experience and organizational effectiveness.

6. Process Improvement & Operational Excellence

• Identify opportunities to improve workflows, processes, systems, and service delivery across shared services functions.
• Lead cross-functional initiatives focused on process optimization, automation, technology adoption, and operational efficiency.
• Collaborate with L&D, HR, Compliance, IT, Finance, Project Management, and other functions to implement business and process changes effectively.
• Ensure operational changes are appropriately communicated, documented, implemented, and sustained.
• Champion innovation and encourage teams to identify practical solutions to operational challenges.

7. Compliance, Risk & Business Continuity

• Ensure assigned functions comply with company policies, applicable regulations, contractual requirements, and stakeholder expectations.
• Establish and maintain appropriate quality controls, documentation, governance practices, and operational procedures.
• Identify and mitigate operational risks and ensure timely escalation of critical concerns.
• Support and oversee business continuity and disaster recovery plans to maintain service resilience.
• Ensure teams are prepared to respond effectively to operational disruptions and organizational changes.

8. Reporting & Business Insights

• Prepare and present regular operational reports, performance dashboards, and business updates for leadership and U.S.-based stakeholders.
• Analyze operational data and trends to provide actionable insights and recommendations.
• Monitor key business indicators and proactively communicate risks, opportunities, and resource requirements.
• Use data and business insights to support decision-making, workforce planning, and continuous improvement initiatives.

9. Change Management & Organizational Growth

• Lead teams through organizational growth, process changes, technology implementations, and evolving business requirements.
• Communicate changes clearly and ensure teams understand the impact, expectations, and required actions.
• Promote adaptability and resilience while maintaining operational stability and service quality.
• Support the organization's growth by developing scalable processes, capable leaders, and flexible shared services capabilities.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Human Resources, Healthcare Management, or a related field; master's degree or relevant certification is an advantage.
• At least 7 years of progressive experience in Operations or Shared Services with 3+ years in a leadership/management role, preferably in a BPO or global shared services environment.
• Proven experience managing multiple functions, programs, or teams of 15+ employees, including Team Leaders or Managers.
• Experience supporting and managing relationships with U.S.-based stakeholders.
• Strong knowledge of performance management, coaching, employee development, and employee relations.
• Healthcare industry experience is strongly preferred, particularly in HR, Operations, or shared services.
• Strong analytical, problem-solving, decision-making, and project management skills, with a demonstrated ability to drive process improvement and change.
• Excellent written and verbal communication skills with strong stakeholder and relationship management capabilities.
• Proficient in Microsoft Office, Google Workspace, and business systems/tools.
• Must be willing to work in the office at Bridgetowne, Quezon City.
• Must be willing to work during US time zone.

EQUAL EMPLOYMENT OPPORTUNITY

Medical Solutions Business Services Philippines provides Equal Employment Opportunity in compliance with all applicable government laws, ensuring equal opportunity in all aspects of employment.

Data Privacy Disclaimer:

Medical Solutions Business Services Philippines is committed to protecting your privacy. This privacy policy applies to the personal data collected and processed during the recruitment process. We will process your personal data in accordance with applicable data protection legislation.

Purpose of Processing:

Your personal data will be collected and processed solely for the purpose of recruitment and selection activities related to the advertised position. This includes assessing your qualifications for the role, communicating with you during the recruitment process, and making hiring decisions.

Types of Personal Data Collected:

We may collect and process the following types of personal data:

- Contact information (e.g., name, address, email address, phone number)

- Professional qualifications and work experience

- Educational background and certifications

- Employment history and references

- Any other information you voluntarily provide in your application

Legal Basis for Processing:

Processing of your personal data is necessary for the performance of a contract to which you are a party (i.e., to assess your suitability for employment) and for our legitimate interests in making employment decisions.

Data Retention:

Your personal data will be retained for as long as necessary to fulfill the purposes outlined in this privacy policy, unless a longer retention period is required or permitted by law.

Disclosure of Personal Data:

Your personal data may be disclosed to third parties only when necessary for the purposes of recruitment and selection, such as to external recruitment agencies or background check providers. We will ensure that any third parties processing your data on our behalf do so securely and in accordance with applicable data protection laws.

Security of Personal Data:

We have implemented appropriate technical and organizational measures to protect your personal data against unauthorized or unlawful processing and against accidental loss, destruction, or damage.

Your Rights:

You have the right to request access to, rectification of, or erasure of your personal data. You also have the right to restrict processing, object to processing, and the right to data portability. To exercise these rights, or if you have any questions regarding the processing of your personal data, please contact dp•@wwrsintl.com

Consent:

By submitting your application, you consent to the processing of your personal data as described in this privacy policy.