Director, Service And Performance Management
3 weeks ago
Overview
This role will ensure that GBFS delivers services that are efficient, scalable, knowledge-enabled and continuously improving. The Director will also own the function’s budget, ensuring resources are deployed effectively to support performance goals. While this role does not manage outsourced partners directly, it will work closely with the Director of Vendor Management (also under Enablement & Governance) to ensure performance alignment across all delivery channels.
Qualifications- 10+ years of experience in service delivery, performance management, shared services, or workforce / quality operations
- Proven experience leading multi-functional teams, with a strong track record in quality, workforce, analytics, or KM
- Strong understanding of service delivery models in captive and global environments
- Ability to translate data into insights and business recommendations
- Strong budget management and organizational planning capabilities
- Exceptional collaboration and communication skills
- Workforce management systems (e.g. Verint)
- Reporting tools (e.g., PowerBI, Tableau)
- KM platforms (e.g., SharePoint, Confluence, or equivalent)
- Quality monitoring tools and service management systems
- Provides leadership to managers and experienced professional staff; may also manage front line supervisors
- Manages an organizational budget
- Develops and implements policies and procedures to achieve organizational goals
- Assists in the development of functional strategy
- Decisions have an extended impact on work processes, outcomes, and customers
- Interacts with internal and / or external leaders, including senior management
- Persuades others into agreement in sensitive situations while maintaining positive relationships
- Develop and manage a GBFS-wide performance management framework across service lines
- Define and monitor SLAs, KPIs, and business outcome metrics
- Lead the quality assurance program and ensure integration with performance root cause analysis
- Oversee workforce planning, forecasting, and real-time service monitoring
- Enable proactive staffing adjustments aligned with demand and service-level goals
- Drive improvements in productivity, utilization, and workforce efficiency
- Build and lead a performance insights team delivering executive-ready dashboards and trends
- Establish data-driven routines for surfacing service risks and opportunities
- Provide forward-looking views to inform operational and strategic decision-making
- Own the GBFS knowledge management strategy, tools, and governance
- Ensure SOPs, process documentation, and knowledge assets are current, accessible, and embedded in operations
- Partner with delivery and transformation teams to drive continuous learning and onboarding enablement
- Support the integration of GBS and GFSS into GBFS through standardized performance practices
- Drive continuous improvement initiatives through performance root cause data and best practice sharing
- Collaborate across operations, transformation, and vendor management teams to enable systemic improvements
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity / expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
To read and review this privacy notice click here
#J-18808-Ljbffr-
Director of Client Services
2 weeks ago
, Metro Manila, Philippines Klaiya Full timeOverview At Klaiya, we are the center of excellence that helps businesses establish and develop their online presence. We are looking for an experienced Director of Client Services to lead and oversee our team of Client Services Managers. The Director of Client Services will be responsible for ensuring that our clients receive the highest level of service...
-
Director of Financial Planning
3 weeks ago
, Metro Manila, Philippines FinStrat Management Full timeDirector of Financial Planning & Analysis FinStrat Management (FSM) is seeking a Director of Financial Planning & Analysis (FP&A). This full-time position will scale and optimize the company’s FP&A function. The role will oversee a team of financial analysts and work closely with internal and client-facing teams to provide actionable financial insights,...
-
Service Delivery Senior Director
4 weeks ago
, Metro Manila, Philippines SupportNinja Full timeOverview Start Date: ASAP Work Setup: Remote - But will need to travel to Sanctum and Hideout when needed (Hybrid) Job Summary An assertive character that can work independently, yet function in a team environment Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational...
-
Sales Director
4 weeks ago
, Metro Manila, Philippines Nezda Global Full timeOverview Sales Director – Nezda Global leads customer acquisition for the company in APAC, focusing on winning high-value global clients in the Managed Services, IT Outsourcing, and BPO sectors. This role is onsite in Makati and reports to leadership with post-sale delivery supported by Customer Success and Operations. Job Title: Sales Director – Nezda...
-
Executive Director for Merchant Services
6 days ago
, Metro Manila, Philippines JPMorganChase Full timeExecutive Director for Merchant Services, Client Service Lead multiple groups within the Merchant Service Client Onboarding and Service organization. Work with internal partners and clients to maintain and strengthen relationships. As a Client Service Director within Merchant Services, you will lead regional client onboarding and service team(s) in a...
-
Finance Director, Consumer Services sector
5 days ago
, Metro Manila, Philippines Wilson Full timeOverview Finance Director, Consumer Services sector – Wilson National Capital Region, Philippines. This role reports to the Country Managing Director and will lead the country finance function with a lean team. You will participate in strategic planning, help define the business strategy, and ensure end-to-end business partnering, while designing and...
-
Marketing Director
2 weeks ago
, Metro Manila, Philippines CloudHire Full timeOverview A Marketing Director is a senior-level professional who leads a company's marketing efforts. They develop and implement marketing strategies to promote products or services, increase brand awareness, and drive revenue growth. Marketing directors oversee marketing campaigns, manage marketing teams, and analyze market trends to identify opportunities...
-
T&T Director
2 weeks ago
, Metro Manila, Philippines Buscojobs Full timeProject Director - Manila / Cavite We’re looking for a PROJECT DIRECTOR to join our growing team. About Us 650 Homes is a real estate development company dedicated to building well-designed affordable homes where Filipino families can grow and thrive. We strive to be the most trusted developer in Cavite, setting new standards in home quality and delivering...
-
Hr Director
2 weeks ago
, Metro Manila, Philippines Buscojobs Full timeOverview We are seeking an accomplished Human Resources Director to lead and drive the HR strategy of a large-scale organization. This role will oversee all aspects of people management, talent development, and organizational effectiveness, ensuring alignment with business objectives and long-term growth. Responsibilities Provide strategic leadership and...
-
Account Director
1 week ago
, Metro Manila, Philippines Silver Machine Digital Communications Full timeIntegrated Marketing Communications + Digital Advertising + Brand Management Company Description Silver Machine Digital Communications is an independent creative agency based in The Philippines, founded by Matt Seddon, the former CEO of Ace Saatchi & Saatchi and JWT Manila. We combine the strategic brand-building expertise of a traditional agency with the...