Shared Services Manager

MicroSourcing; Manila; Hybrid; PHP 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage

PTO with cash conversion

Group life insurance

Performance bonuses

Team events

Job summary

MicroSourcing in Metro Manila is seeking a Shared Services Manager to lead a consolidated admin organization across Finance, HR, and Operations. You will oversee ~60 specialists, enforce SLAs, standardize processes, and drive data-driven improvements.

Applicants should have 5–7 years in SSA/BPO with multi-cluster leadership and experience with ServiceNow/Zendesk/Jira, plus strong stakeholder engagement at senior levels. Hybrid work setup offered.

Qualifications

• Bachelor’s degree preferred in Business Administration or related field.
• 5–7 years in Shared Services or BPO.
• 3–5 years in managerial capacity overseeing multi-functional teams (Finance, HR, Operations Support).
• Experience with high-volume ticketing systems (ServiceNow, Zendesk, Jira Service Desk).
• Experience in Shared Services design, governance and multi-client delivery.
• Change management frameworks (e.g., ADKAR).
• Cross-functional knowledge across transactional finance, HR administration, and workforce/logistics operations.
• Familiarity with Philippine Labor Code night differential, rest days, and shifts.

Responsibilities

• Directly manage team supervisors overseeing three clusters: Finance Operations, HR Administration, and Client Operations Support (~60 specialists).
• Enforce central ticketing governance and SLA adherence across all requests.
• Serve as senior escalation manager for complex blockers and aging requests.
• Partner with CFO, People & Culture, IT, Legal to maintain alignment and compliance.
• Finance Operations: billing accuracy, expense reconciliations, petty cash controls, incentives, and reporting with minimal leakage.
• HR Admin Operations: end-to-end lifecycle processes, contracts, HRIS data integrity, helpdesk, and benefits administration.
• Client Support Operations: attendance tracking, client reporting, asset deployment/recovery, logistics, and account management support.
• Shift Management: oversee 24/7 operations, rotating shifts, and on-call rosters; manage site/hybrid/remote arrangements.
• Performance & CI: track SLA dashboards and drive process improvements to reduce turnaround times and improve first-contact resolution.

Skills

Leadership

Ticketing systems

SLA governance

Cross-functional

Change management

Data analysis

Stakeholder management

Shift planning

Education

Bachelor’s degree preferred in Business Administration or related field

Tools

ServiceNow

Zendesk

Jira Service Desk

Job description

Discover your 100% YOU with MicroSourcing!

Position: Shared Services Manager

Location: Metro Manila

Work setup & shift: Hybrid / Shifting

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

The Shared Services Manager leads a newly consolidated administrative organization designed to serve six distinct client verticals. By centralizing approximately 60 specialists across three core service clusters—Finance Support, HR Admin Support, and Operations Support—this role frees up Account Managers (AMs) to focus on client relationships, retention, and account growth.

The Shared Services Manager holds end-to-end accountability for operational delivery through a single centralized ticketing system, enforcing strict Service Level Agreements (SLAs), driving process standardization, and leading the transition from legacy communications to a structured, data-driven shared services model.

Key Responsibilities And Accountabilities

Operational & Cluster Leadership:

• Directly manage team supervisors overseeing three specialized clusters: Finance Operations, HR Administration, and Client Operations Support (~60 total specialists).
• Enforce central ticketing governance, ensuring 100% of operational requests are tracked, routed, and resolved efficiently.
• Serve as the senior escalation manager for complex cross-functional blockers and aging requests.
• Partner with executive stakeholders (CFO, People & Culture, IT, Legal) to maintain alignment and compliance.

Multi-Cluster Service Oversight

• Finance Operations: Direct client billing accuracy, expense reconciliations, petty cash controls, incentive computations, and financial reporting with zero revenue leakage.
• HR Admin Operations: Direct end-to-end employee lifecycle processes, contract management, HRIS data integrity, helpdesk operations, and benefits administration.
• Client Support Operations: Oversee real-time attendance tracking, client reporting, asset deployment/recovery, logistics, and account management support.

Shift Management & Coverage

• Oversee 24/7 operations across rotating shifts, handovers, and weekend on-call rosters for critical (P1) issues.
• Manage site, hybrid, and remote work arrangements based on operational needs.
• Analyze volume trends and lead workforce planning to optimize shift bidding and resource allocation.

Performance & Continuous Improvement

• Track and publish executive SLA performance dashboards across all operational units.
• Lead continuous improvement initiatives to streamline turnaround times, improve first-contact resolution, and eliminate workflow bottlenecks.

Qualifications

Education & Experience

• Education: Bachelor’s degree is preferred in Business Administration, Operations Management, Finance, Human Resources, or related fields.
• Minimum 5-7 years of progressive experience in Shared Services, Business Process Outsourcing (BPO), or centralized administrative operations.
• At least 3–5 years in a managerial capacity overseeing multi-functional teams (Finance, HR, Operations Support) of 30+ headcount.
• Proven track record of managing high-volume ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk) and SLA-driven service delivery models.
• Shared Services Design & Governance: Experience setting up, transitioning, or managing pooled service delivery units across multiple client verticals or business units.
• Change Management: Demonstrated capability in change management frameworks (e.g., ADKAR) to drive system adoption, eliminate email/chat "side doors," and enforce process compliance.
• Cross-Functional Competency: Strong working knowledge across transactional finance (billing, CAs, cost sheets), HR administration (HRIS, contract management, labor compliance), and workforce/logistics operations.
• Labor Standards & Shift Operations: Familiarity with Philippine Labor Code standards regarding night differential, rest day rules, and shift rotations in a 24×6 or 24×7 environment.
• Data-Driven Leadership: Ability to analyze ticket metrics, volume baselines, and SLA trend data to make headcount and shift allocation decisions.
• Stakeholder Management: Exceptional communication skills with the ability to interface effectively with senior executives (SVP, CFO, P&C Leads) and vertical Account Managers.
• Problem Solving & Escalation Handling: Decisive leadership under pressure with strong conflict-resolution skills for critical pay-impacting or client-facing issues.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply