Shared Services Lead - Non-Agent Ops & Process

VXI; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

VXI in Makati is seeking a Shared Services Lead - Non Agent to oversee daily operations of a key shared services function, focusing on non-agent tasks to ensure efficiency, quality, and SLA adherence. You will supervise a team, optimize workflows, and contribute to ongoing improvements in service delivery.

The role requires a Bachelor's degree in business-related field and 3–5 years in a shared services environment, with 1–2 years in leadership.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field.
• 3–5 years of experience in a shared services environment, with at least 1–2 years in a leadership or supervisory role.
• Proven experience managing non-agent tasks and processes.
• Strong understanding of shared services best practices and operational excellence.
• Excellent leadership, team management, and interpersonal skills.
• Exceptional organizational skills and attention to detail.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong verbal and written communication skills.

Responsibilities

• Lead and supervise a team of shared services professionals, providing guidance, training, and performance feedback.
• Manage the execution of non-agent tasks within the shared services framework, such as data entry, reporting, administrative support, quality assurance (non-call), and process documentation.
• Monitor team performance against established KPIs and SLAs, ensuring all targets are met or exceeded.
• Identify process inefficiencies and implement solutions to streamline workflows and improve productivity.
• Collaborate with other departments to ensure seamless integration of shared services with overall business operations.
• Develop and maintain comprehensive documentation for all shared services processes and procedures.
• Handle escalated issues and provide effective resolutions in a timely manner.
• Contribute to the development and implementation of new shared services initiatives and technologies.
• Prepare and present performance reports to management, highlighting achievements, challenges, and recommendations.
• Ensure compliance with company policies, procedures, and relevant regulations.

Skills

Leadership

People management

Communication

Organizational skills

Problem solving

Education

Bachelor's degree in Business Administration/Operations Management

Job description

VXI in Makati is seeking a Shared Services Lead - Non Agent to oversee daily operations of a key shared services function, focusing on non-agent tasks to ensure efficiency, quality, and SLA adherence. You will supervise a team, optimize workflows, and contribute to ongoing improvements in service delivery.

The role requires a Bachelor's degree in business-related field and 3–5 years in a shared services environment, with 1–2 years in leadership.