Shared Services Manager - Hybrid, Growth & Impact

MicroSourcing International; 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

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.