Manila Shared Services Director: Scale & Lead

MSC Cruises; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

MSC Cruises seeks a Site Director to establish and scale its Manila Shared Services Centre for MSC Cruises and Explora Journeys. This senior leader will build a high-performing team, drive service excellence, and align operations with global goals while managing budgets and governance.

The role requires 12+ years in SSC/GBS/BPO with multi-function leadership, fluency in English, and experience leading 200+ employees in a multinational setting.

Qualifications

• 12+ years of progressive leadership experience within Shared Services, GBS, BPO, Customer Operations, or Service Delivery.
• Bachelor's degree in Business, Operations, Management, or a related discipline. Master's degree or MBA preferred.
• Fluent English
• Experience leading organisations of 200+ employees.
• Strong financial, commercial, and operational management experience.
• Understanding of Philippine employment legislation and regulatory requirements.

Responsibilities

• Lead and develop the Manila Shared Services Centre as a high-performing organisation recognised for service excellence.
• Develop trusted partnerships with Corporate Teams and act as primary interface between Manila SSC and global leaders.
• Define and execute the site's operational strategy aligned with global objectives.
• Oversee daily SSC operations ensuring service levels, productivity, quality, and customer satisfaction.
• Drive governance, risk, and compliance; implement dashboards and KPIs.
• Champion transformation, automation, and organizational change across processes.
• Manage the SSC budget, headcount and cost efficiency while maintaining service quality.
• Foster a diverse, engaged workforce with strong succession planning.

Skills

Leadership

Strategic planning

Operational management

Stakeholder management

Change management

People development

Lean Six Sigma

Education

Bachelor's degree in Business/Operations/Management

Master's/MBA preferred

Tools

Contact centre tools

Job description

MSC Cruises seeks a Site Director to establish and scale its Manila Shared Services Centre for MSC Cruises and Explora Journeys. This senior leader will build a high-performing team, drive service excellence, and align operations with global goals while managing budgets and governance.

The role requires 12+ years in SSC/GBS/BPO with multi-function leadership, fluency in English, and experience leading 200+ employees in a multinational setting.