Business Support Centre Lead

Emapta Global; Metro Manila; On-site; PHP 1,674,000 - 2,232,000; Full time

Benefits offered by this job

Onsite Makati (6 months)

Hybrid work arrangement

HMO coverage from Day 1

Emapta Lifestyle privileges

Job summary

Emapta Philippines is seeking an experienced Business Support Centre Lead to establish service standards, strengthen operational capability, and cultivate a culture of accountability across our new Philippines operation. You will lead high-impact teams, partner with senior leaders in Australia, and shape a globally respected professional services operating model.

Initial onsite work in Makati for six months, then transition to a hybrid setup.

Qualifications

• At least 10 years of experience leading business support or shared services teams.
• Proven ability to lead high-performing teams and partner with stakeholders.
• Proficiency across Microsoft 365 including Outlook, Teams, Word, Excel, and SharePoint.
• Advanced PowerPoint for executive presentations and reports.
• Familiarity with Power BI reporting and data visualization.

Responsibilities

• Provide functional leadership and oversight of Business Support Centre activities to ensure consistent, high-quality delivery.
• Set and maintain clear standards, processes, service expectations, and prioritisation frameworks to support fast and accurate delivery.
• Manage capacity, demand, and workload flow across Business Support roles to maintain pace, accuracy, and service reliability.
• Collaborate with Senior Business Support Specialists to embed consistent ways of working and manage complex activities.
• Partner with Executive Support Services to streamline workflows and enhance efficiencies.

Skills

Leadership

Microsoft 365

Power BI

PowerPoint

AI tools

Job description

Exceptional Teams Grow From Exceptional Leadership.

Exceptional leadership creates the environment that enables people, performance, and business success to flourish. This opportunity invites accomplished professionals to contribute their expertise in a role that influences how Business Support operates, collaborates, and continuously evolves.

As Business Support Centre Lead, you’ll establish service standards, strengthen operational capability, and cultivate a culture of accountability that enables teams to consistently deliver exceptional outcomes. Through Emapta, you’ll continue building a long-term international career enriched by meaningful leadership, executive collaboration, and continuous professional growth.

Built on Excellence.

Our client is a leading Australian professional services organisation that partners with businesses across a broad range of industries, helping them respond to growth, change, and opportunity with confidence. As they establish a dedicated support capability in the Philippines, accomplished professionals will work alongside senior leaders, contributing to sophisticated administrative and executive support services that strengthen business operations and client service.

Recognised for its commitment to excellence, collaborative culture, and enduring client relationships, the organisation continues to invest in innovation, continuous improvement, and professional development. Every contribution is valued in an environment that encourages initiative, discretion, and an unwavering commitment to service excellence.

Job Overview

• Employment Type: Full-time
• Work Setup: Onsite - Makati for the first 6 months to establish strong executive partnerships, then transition to a Hybrid work arrangement
• Salary: PHP 150,000 to PHP 200,000 + 1-month salary sign-on bonus

The Qualifications We Seek

• At least 10 years of experience in the field, demonstrating strong expertise, leadership capabilities, and the ability to effectively manage responsibilities and support team objectives.
• Proven experience leading high-performing business support, shared services, or operational support teams in environments where service excellence, stakeholder partnership, and operational efficiency are critical to business success.
• Demonstrated proficiency across the Microsoft 365 suite is essential, including Outlook, Teams, Word, Excel, and SharePoint
• Advanced Microsoft PowerPoint capability, including the preparation and governance of sophisticated executive presentations, operational reports, and senior stakeholder materials
• Working familiarity with Power BI reporting, dashboards, data visualisation, or performance analysis is advantageous
• Working familiarity with Microsoft Copilot or similar AI-enabled productivity tools is advantageous

Your Daily Tasks

• Provide functional leadership and oversight of Business Support Centre activities to ensure consistent, high-quality delivery.
• Set and maintain clear standards, processes, service expectations, and prioritisation frameworks to support fast and accurate delivery.
• Manage capacity, demand, and workload flow across Business Support roles to maintain pace, accuracy, and service reliability.

Operational Excellence

• Work closely with Senior Business Support Specialists to embed consistent ways of working and effectively manage complex or high-volume activities.
• Partner with Executive Support Services to streamline workflows, eliminate duplication, enhance efficiencies, and support the continued maturity of the operating model.
• Monitor service performance, operational risks, and issues while implementing practical improvements that strengthen service delivery.
• Support capability uplift across the Business Support Centre team through role clarity, coaching, guidance, and continuous improvement.
• Champion the adoption of the new operating model by role-modelling expected behaviours and reinforcing accountability.
• Foster strong alignment across Office Support, Executive Support, and Business Support teams to improve end-to-end service outcomes.
• Business Support Operations Leadership - Set the standard for ticket triage, SLA management, and front-door service across activity-based workflows.
• Workflow & Capacity Oversight - Orchestrate activity queues, balance team capacity, and route work to ensure SLAs and milestones are consistently achieved.
• Service Quality & Governance - Drive consistency, accuracy, and timeliness while embedding governance standards, controls, and AI-enabled practices.
• Strategic Partnership & Stakeholder Leadership - Partner with Executive Support, Office Support, and service lines while leading escalations and ensuring alignment across functions.
• Performance & Dashboard Oversight - Monitor SLAs, service volumes, and quality metrics while leveraging data and AI to improve productivity and service outcomes.
• Pioneer a newly established support capability in the Philippines, helping shape the standards, quality culture, and operational excellence of a globally respected professional services organization
• Collaborate closely with senior professionals and business leaders across Australia
• Build a long-term international career with an employer recognized for investing in Top 1% talent
• Exposure to global best practices, world-class professional standards, and meaningful career progression
• Unlimited learning and development opportunities through Emapta Academy
• Mentorship from experienced leaders and cross-functional teams

Rewarding Compensation

• Competitive salary package
• One-month Sign-On Bonus
• Salary Advance Program through our banking partner (subject to eligibility and approval)

Work-Life Balance

• Onsite work in Makati for the first six months, with the opportunity to transition to a hybrid work arrangement thereafter
• Prime office location in Makati with convenient access to MRT stations, restaurants, and commercial establishments
• Day 1 HMO coverage with one free dependent
• Complimentary 24/7 access to Emapta fitness facilities in Makati and Ortigas, including professional fitness coaching
• Standard government-mandated and company benefits

Recognition & Employee Experience

• 20 annual leave credits, including five convertible to cash
• Unlimited employee referral incentives
• Exclusive Emapta Lifestyle privileges, including hotel and restaurant discounts
• Employee engagement programs that foster collaboration and community
• A diverse, inclusive, and supportive workplace culture

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.