Global Shared Services Lead (Healthcare)

Worldwide Resources Solutions Philippines Inc.; Quezon City; On-site; PHP 1,500,000 - 3,000,000; Full time

Job summary

Worldwide Resources Solutions Philippines Inc. seeks a seasoned Shared Services Group Manager to lead multiple functions, aligning Philippine teams with U.S. stakeholders.

You will drive operational excellence, standardize processes, and manage performance across hiring, HR, and service delivery in a healthcare-oriented shared services setup. The role requires 7+ years in operations/shared services with leadership experience, plus strong coaching and change-management skills.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Human Resources, Healthcare Management, or related field.
• 7+ years in Operations or Shared Services with 3+ years in leadership/management, preferably in BPO or global shared services.
• 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 in HR, Operations, or shared services preferred.
• Strong analytical, problem-solving, decision-making, and project management skills.
• Excellent written and verbal communication with stakeholders.

Responsibilities

• Provide strategic and operational leadership across shared services functions.
• Develop and implement strategies focused on service quality, scalability, efficiency, cost effectiveness, and continuous improvement.
• Oversee multiple programs or units ensuring standards and objectives are met.
• Establish goals, KPIs, service expectations, and operating standards.
• Lead initiatives and pilots, evaluate results, and scale successful programs.
• Monitor performance, productivity, quality, and service levels against expectations.
• Identify gaps, risks, and improvement opportunities with action plans.
• Drive performance management with coaching and development support.
• Oversee staffing, workload distribution, and capacity planning.
• Promote standardized processes and best practices across functions.
• Build strong relationships with U.S.-based stakeholders and manage escalations.
• Translate stakeholder needs into operational priorities for Philippine teams.
• Lead reviews and ensure timely resolution of issues and communication of risks.
• Identify opportunities to improve service delivery and support growth.
• Ensure clear communication across time zones and organizational levels.
• Lead and develop teams of 15+ employees; coaching and succession planning.
• Support engagement, retention, cross-training, and career development.
• Promote inclusive workplace culture aligned with values.
• Apply sound HR practices and policy implementation across functions.
• Partner with HR on employee relations, workforce planning, and organizational changes.
• Ensure managers handle performance and workplace issues effectively.
• Develop and implement policies to enhance employee experience and organizational effectiveness.
• Identify opportunities for process improvements; drive cross-functional initiatives.
• Collaborate with L&D, HR, Compliance, IT, Finance, PM to implement changes.
• Communicate changes effectively and sustain them.
• Drive change management and organizational growth across functions.
• Lead insights through reports and dashboards for leadership and stakeholders.
• Analyze data to provide actionable insights and drive decisions.
• Monitor KPIs and communicate risks and opportunities.
• Support data-driven decision making and workforce planning.
• Champion innovation and scalable processes for growth.

Skills

Leadership

Strategy

Operations Management

Stakeholder Management

Coaching & Development

Process Improvement

Risk & Compliance

Data Analysis

Education

Bachelor’s degree in Business Administration/Operations Management/HR

Master’s degree or relevant certification (advantage)

Tools

Microsoft Office

Google Workspace

Business systems/tools

Job description

Worldwide Resources Solutions Philippines Inc. seeks a seasoned Shared Services Group Manager to lead multiple functions, aligning Philippine teams with U.S. stakeholders.

You will drive operational excellence, standardize processes, and manage performance across hiring, HR, and service delivery in a healthcare-oriented shared services setup. The role requires 7+ years in operations/shared services with leadership experience, plus strong coaching and change-management skills.