Operations Manager (Shared Services)

• Oversee the day-to-day operations of shared services functions, ensuring efficient, accurate, and timely delivery of services to internal and external stakeholders.
• Manage multiple teams, processes, and Lines of Business (LOBs) while ensuring operational targets and business objectives are achieved.
• Establish and monitor KPIs, SLAs, productivity, quality, turnaround time, and other operational metrics.
• Lead and manage Team Leaders, Supervisors, and other operations personnel to ensure consistent performance and service delivery.
• Develop and implement strategies to improve operational efficiency, productivity, quality, and customer experience.
• Identify process gaps and lead continuous improvement and process optimization initiatives.
• Manage relationships with internal stakeholders, clients, and business partners across different regions or functions.
• Conduct regular business reviews and performance presentations, providing insights, trends, and recommendations to stakeholders.
• Partner with HR and Recruitment teams on manpower planning, workforce requirements, hiring, and employee engagement initiatives.
• Oversee workforce capacity and resource allocation to ensure appropriate staffing levels across various functions.
• Handle escalations and resolve complex operational issues while ensuring timely and effective resolutions.
• Ensure compliance with company policies, client requirements, controls, and established service delivery standards.
• Develop and implement action plans to address performance gaps and operational risks.
• Prepare and analyze operational reports and provide data-driven recommendations to senior management.
• Support the transition and implementation of new processes, accounts, and shared services functions.
• Drive a culture of accountability, collaboration, continuous improvement, and service excellence.

Qualifications:

• Bachelor’s degree in Business Administration, Management, Operations Management, or a related field.
• At least 5–8 years of operations management experience, preferably in a shared services, BPO, global business services (GBS), or outsourcing environment.
• At least 2–3 years of experience in a managerial or senior leadership role.
• Proven experience managing multiple teams, functions, LOBs, or regional operations.
• Experience supporting local and/or international stakeholders and clients.
• Strong background in SLA, KPI, productivity, quality, workforce, and performance management.
• Experience in process improvement, operational excellence, and change management.
• Strong analytical and problem-solving skills with the ability to interpret operational data and develop action plans.
• Excellent leadership, coaching, mentoring, and people-management skills.
• Strong stakeholder management, communication, and presentation skills.
• Experience in conducting monthly/quarterly business reviews and performance governance is preferred.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.