Operations Lead – Shared Services (US Shift, Hybrid)

Manpower Outsourcing Services, Inc.; Taguig; Hybride; PHP 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Manpower Outsourcing Services, Inc. seeks an experienced Assistant Manager – Operations to lead teams supporting a US-based shared services operation. The role emphasizes people leadership, KPI/SLA management, and process improvement across sectors like Insurance, Healthcare, F&A, Banking, or Shared Services.

You will guide Analysts and Senior Analysts, optimize workflows, and ensure targets are met while coordinating with US stakeholders in a hybrid work environment.

Qualifications

• Bachelor's degree in any field.
• 3+ years of hands-on people management experience.
• Experience managing 10+ FTEs is highly preferred.
• Background in Insurance, Healthcare, F&A, Banking, or Shared Services.
• Strong KPI/SLA management, performance management, and process improvement.
• Experience working with dashboards, reports, scorecards, and operational metrics.
• Strong problem-solving, communication, and stakeholder management skills.
• Comfortable working with US-based teams/stakeholders and US shifts.
• Experience in claims, insurance operations, healthcare operations, or financial services is an advantage.

Responsabilités

• Lead and manage Analysts and Senior Analysts and ensure daily operational targets are met.
• Manage workload, staffing, work allocation, escalations, and team performance.
• Monitor KPIs, SLAs, productivity, quality, and customer service metrics.
• Review performance trends and identify opportunities to improve processes and team efficiency.
• Conduct coaching, performance reviews, and development plans for team members.
• Address performance and behavioral concerns and ensure proper follow-through.
• Handle operational escalations and work closely with internal and external stakeholders.
• Prepare and present reports, dashboards, and performance updates to management.
• Support process improvement initiatives, transitions, workflow mapping, and SOP development.
• Ensure processes are followed consistently and aligned with quality and compliance standards.
• Work closely with US-based stakeholders to address operational requirements and business needs.

Connaissances

People management

KPI/SLA management

Process improvement

Stakeholder management

Dashboard reporting

Team leadership

US shift experience

Communication

Formation

Bachelor's degree

Outils

Dashboards software

Reporting tools

MS Excel

Description du poste

Manpower Outsourcing Services, Inc. seeks an experienced Assistant Manager – Operations to lead teams supporting a US-based shared services operation. The role emphasizes people leadership, KPI/SLA management, and process improvement across sectors like Insurance, Healthcare, F&A, Banking, or Shared Services.

You will guide Analysts and Senior Analysts, optimize workflows, and ensure targets are met while coordinating with US stakeholders in a hybrid work environment.