Shared Services Group Manager

We are a fast-growing BPO startup in the Philippines looking for a highly adaptable and proactive Group Manager to lead our operations team. This role is pivotal in driving operational excellence, delivering exceptional client experiences, and achieving business goals. The ideal candidate will combine strategic vision with innovative problem-solving skills, while taking a hands-on approach to managing daily operations in a dynamic, fast-paced environment.

Responsibilities:

• Operational Leadership and Strategy:
• Develop and implement operational strategies aligned with company goals, focusing on scalability, efficiency, and quality service delivery.
• Lead, mentor, and develop operations teams, fostering a culture of high performance, accountability, and continuous improvement.
• Manage and report on pilot initiatives to assess impact and guide operational decisions.
• Oversee the performance of new-hire specialists and managers, ensuring compliance with standards and achievement of development milestones.
• Lead escalation reviews with clients, ensuring timely resolution and maintaining strong relationships.
• Serve as the primary point of contact for process, system, and product updates across teams.
• Drive alignment between Operations and Training for process or workflow changes to ensure smooth implementation.
• Lead performance management initiatives within teams to reinforce accountability and operational excellence.
• Performance Management:
• Monitor and evaluate operational performance against KPIs and client expectations, implementing continuous improvement initiatives to enhance efficiency and quality.
• Drive the adoption of best practices in process management and operational excellence, ensuring agility and responsiveness in the operations team.
• Client Management and Growth:
• Build and maintain strong relationships with clients, acting as a key point of contact for operational issues and strategic discussions.
• Work closely with sales and account management teams to support client retention and growth initiatives, ensuring operational capabilities align with client needs and expectations.
• Compliance and Risk Management
• Ensure Operations adherence to ISO standards, regulatory requirements, and client expectations, maintaining accurate documentation and structured workflows.
• Implement and monitor quality controls, audits, and process standardization to support operational integrity.
• Develop and oversee business continuity and disaster recovery plans within operations, ensuring service delivery resilience.
• Culture and Team Engagement
• Promote a positive, collaborative, and inclusive team culture that encourages adaptability, accountability, and professional growth.
• Lead initiatives for employee engagement, recognition, and development, including cross-training programs to increase operational agility.
• Act as a role model for ethical behavior, transparency, and effective communication across all levels of the organization.
• Operational Excellence
• Monitor staffing trends, resource allocation, and workload distribution to optimize team performance and capacity.
• Anticipate client needs and adjust operational priorities to ensure consistent service quality.
• Collaborate with cross-functional teams including but not limited to L&D, Compliance, IT, and Project Management to support strategic initiatives.
• Innovation and Process Improvement:
• Champion innovation within operations by identifying and implementing technology solutions and process improvements that enhance service delivery and operational efficiency.
• Lead cross-functional projects aimed at enhancing system integrations, workflow optimizations, and overall service delivery.
• Adaptability and Change Management:
• Exhibit a high level of adaptability and flexibility to navigate the dynamic and fast-paced environment of a startup.
• Lead change management initiatives, guiding and supporting the team through growth phases and operational changes.

Qualifications:

• Bachelor's degree in business administration, Operations Management, or a related field. A master's degree or relevant certifications would be advantageous.
• At least 7 years of experience in operations management within a BPO or related industry, with a minimum of 3 years in a leadership role.
• Demonstrated success in leading operations in a high-growth or startup environment, with a track record of enhancing operational efficiency, performance, and client satisfaction.
• Strong leadership and team development skills, with the ability to inspire and motivate a diverse team.
• Excellent problem-solving, decision-making, and project management skills.
• Outstanding communication and interpersonal abilities, capable of building strong relationships with clients, team members, and stakeholders.
• Proficient in using technology to improve operational processes, with experience in CRM and ERP systems.
• Highly adaptable and dynamic, with the ability to thrive in a fast-paced and changing environment.
• Must be willing to work in rotating shifts or US time zone.
• Must be willing to work in the office at Bridgetowne, QC

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.