Shared Service Group Manager

We are a fast-growing healthcare shared services organization in the Philippines supporting U.S.-based stakeholders and business operations. We are seeking a highly adaptable, strategic, and hands-on Shared Services Group Manager to lead multiple functions and drive operational excellence across the organization.

The role is responsible for overseeing shared services operations, ensuring consistent service delivery, performance, quality, and compliance while aligning Philippine-based teams with the needs and expectations of U.S.-based stakeholders. The ideal candidate has a strong background in shared services and operational management, experience leading multiple teams or functions, and a proven ability to manage complex priorities in a fast-paced and evolving environment.

Experience in Human Resources or other functions within the healthcare industry is strongly preferred.

Responsibilities

1. Shared Services Leadership & Strategy

• Provide strategic and operational leadership across assigned shared services functions, ensuring alignment with organizational goals and U.S. stakeholder requirements.

• Develop and implement operational strategies focused on service quality, scalability, efficiency, cost effectiveness, and continuous improvement.

• Oversee multiple programs, functions, or business units, ensuring consistent standards, effective resource allocation, and achievement of operational objectives.

• Establish clear goals, KPIs, service expectations, and operating standards across assigned teams.

• Lead operational initiatives and pilot programs, evaluating results and recommending improvements or broader implementation.

2. Operational & Performance Management

• Monitor operational performance, productivity, quality, service levels, and other key metrics to ensure delivery against business and stakeholder expectations.

• Identify performance gaps, operational risks, and improvement opportunities and implement appropriate action plans.

• Drive performance management practices, ensuring accountability while providing effective coaching, feedback, and development support.

• Oversee staffing, workforce allocation, workload distribution, and capacity planning to support business requirements.

• Promote standardized processes, best practices, and operational discipline across shared services functions.

3. U.S. Stakeholder & Client Management

• Build and maintain strong working relationships with U.S.-based stakeholders, serving as a key point of contact for operational matters, escalations, performance discussions, and strategic initiatives.

• Understand stakeholder needs and translate business requirements into clear operational priorities for Philippine-based teams.

• Lead operational reviews and escalation discussions, ensuring timely resolution of issues and effective communication of risks, actions, and outcomes.

• Partner with U.S. stakeholders to identify opportunities to improve service delivery, expand capabilities, and support business growth.

• Ensure consistent communication and alignment across time zones, functions, and organizational levels.

4. People Leadership & Development

• Lead, coach, and develop teams of 15+ employees, fostering a culture of accountability, collaboration, continuous improvement, and high performance.

• Develop leaders and managers through regular coaching, performance reviews, succession planning, and targeted development initiatives.

• Establish and maintain effective performance management practices, including goal setting, feedback, recognition, and corrective action when necessary.

• Support employee engagement, retention, cross‑training, and career development initiatives.

• Promote a positive and inclusive workplace culture aligned with company values.

5. HR & Employee Relations

• Apply sound HR and people management practices across assigned functions, ensuring consistent and fair application of company policies and procedures.

• Partner with HR on employee relations matters, performance concerns, workforce planning, organizational changes, and other people‑related initiatives.

• Ensure managers are equipped to effectively manage performance, attendance, employee concerns, and workplace issues.

• Support the development and implementation of policies, processes, and programs that enhance employee experience and organizational effectiveness.

6. Process Improvement & Operational Excellence

• Identify opportunities to improve workflows, processes, systems, and service delivery across shar