This is a remote position.
The Back Office Support Services Manager realizes maximum benefit for a customer through planning, estimating, managing and delivering several projects within a program while mitigating risks.
The successful candidate will be r esponsible for managing the overall relationship with various clients the team is providing services for and ensuring that the engagement he or she oversees meets the client’s business requirements.
He / She d elivers value by applying experience in HR / Finance back-office to build the new department for our Client’s global company.
As the manager of the Back Office Support Services department, he / she is accountable for all operations under his / her care delivering results, meeting SLAs and KPIs, driving financial and operational efficiencies and managing his / her budget effectively.
Needless to say, as part of the Shared Services, he / she is responsible for championing Service Management practices within the team.
Work Setup : Hybrid work-from-home, onsite when needed. Office located in Sta Rosa, Laguna
Shift : Flexible between APAC, EMEA and Night Shift
Manage overall relationship project team members and on-shore day-to-day operational contacts.
Leading the application and utilization of efficient and effective processes and standards in order to continuously improve quality
Implement service offerings utilizing company services
Supporting continuous review and improvement of processes to maximize the quality of products and services.
Sustaining an environment that facilitates high performance and motivating individuals to work collaboratively as a team in order to achieve project / team goals to realize value for a client.
Creating and delivering information effectively and appropriately in both written and oral formats to convey key messages.
Communications may include but are not limited to memos and / or presentations to peers, the project team and program leader and clients.
Responsible for creating strong working relationships within the organization
Coaching and giving direction / providing feedback to team members
Serve as the escalation point for critical operational issues and business decisions within his / her department.
Oversee and magnage day-to-day operations and ensure employee concerns are addressed.
Planning and Organizing :
Collaborate with Subject Matter Experts (SMEs), support and enablement teams to implement standards for service architecture and quality systems.
Manage small projects or act as a project resource for the project team for engagements that are related to his / her department scope when required.
Ensures adherence of his / her department to Service Level Agreements (SLA’s), Operational Level Agreements (OLA’s), and Key Performance Indicators (KPI’s).
Identifying, analyzing, mitigating, and proactively responding to project, financial and operational risks, both real and anticipated.
At least 10 years of experience in HR or Finance Back-Office operations
Excellent management and leadership skills
Must have superior written and spoken communication skills
Must be able to manage large teams (>
30) across multiple functions and skill sets under the department
Bachelors degree in a business-related field required
ITSM or ITIL certifications are a must
At least 10 years of relevant experience predominantly in managing teams within Shared Services or Service Delivery Operations
At least 10 years of experience in HR or Finance Back-Office operations Excellent management and leadership skills Must have superior written and spoken communication skills Must be able to manage large teams (>
30) across multiple functions and skill sets under the department Bachelors degree in a business-related field required ITSM or ITIL certifications are a must At least 10 years of relevant experience predominantly in managing teams within Shared Services or Service Delivery Operations