Program Manager, Shared Services

Program Manager, Shared Services

Australian BPO

Overview:

The Program Manager, Shared Services provides leadership and direction across small,

specialized teams delivering services in financial services, accounting, engineering, and IT

support for clients in Australia and the US.

This role focuses on developing high performing, engaged teams and building strong,

trust-based relationships with clients that lead to sustained service excellence, organic

growth, and client advocacy.

The successful candidate will combine a genuine passion for people leadership with

operational insight, ensuring that our teams deliver consistent, high-quality results aligned

with client expectations.

Key Responsibilities

1
. Leadership, Mentorship, and Team Development

• Inspire, mentor, and develop team members to achieve outstanding service delivery and realize their professional potential.
• Lead by example, fostering a culture of accountability, continuous learning, and collaboration.
• Oversee recruitment, onboarding, and skills development to ensure teams are well supported and capable of delivering to high standards.
• Conduct regular coaching sessions and performance reviews that focus on growth, engagement, and long-term career development.
• Ensure effective workforce planning and scheduling aligned to client operational hours.

2. Client Relationship Management and Growth

• Act as a senior point of contact for key clients, maintaining open and proactive communication.
• Build trusted, long-term partnerships through responsiveness, reliability, and performance excellence.
• Work closely with clients to identify new opportunities for collaboration, additional services, or efficiency improvements.
• Promote ESC's value proposition to generate organic growth and referrals to prospective new clients.
• Coordinate with internal and client stakeholders to manage escalations and ensure prompt, effective resolution.

3.
Operational Quality and Continuous Improvement

• Oversee and support daily operations to ensure efficiency, quality, and compliance with service standards.
• Refine and standardize processes to improve accuracy, turnaround time, and scalability.
• Use performance data and feedback to identify trends, resolve challenges, and strengthen delivery outcomes.
• Support the introduction of technology and automation initiatives that enhance productivity and client satisfaction.

4. Compliance and Risk Management

• Ensure all teams operate in compliance with company and client policies, including confidentiality, data protection, and regulatory obligations.
• Implement internal controls and quality assurance measures across all service lines.
• Identify and manage operational and reputational risks to protect client trust and business continuity.

Qualifications and Experience

• Relevant tertiary qualifications or equivalent professional experience.
• Minimum of 5 years in a senior leadership role, preferably within the outsourcing/offshoring industry.
• Demonstrated experience mentoring and developing frontline teams in a fast paced service environment.
• Proven success in building and managing client relationships that lead to sustained business growth.
• Strong written and spoken English communication skills.
• Knowledge of the Australian mortgage or financial services industry is highly advantageous.
• A positive, hands-on leader with a strong sense of ownership, accountability, and professionalism.

Key Performance Indicators

• Team engagement, development, and retention.
• Client satisfaction and relationship expansion.
• Achievement of client-defined service and quality metrics.
• Business growth from existing clients and client referrals.

We're Offering

• Salary of up to ₱100,000 per month, depending on experience and qualifications.
• Attractive allowances and benefits package.
• Morning/day schedule (5:00 am – 2:00 pm) to align with Australian and US client operations.
• Full-time onsite role based at Robinsons Equitable Tower, ADB Avenue, Ortigas.

About ESC

ESC is an Australian BPO with operations in the Philippines and Vietnam since 2010.

We empower small and medium-sized enterprises by combining our management expertise with the skills and commitment of our Filipino team.

Our mission is to help clients grow efficiently by providing tailored offshore solutions that improve productivity, reduce costs, and create long-term business value.

ESC celebrates diversity and is deeply committed to maintaining an inclusive, respectful, and supportive workplace where every employee is valued and encouraged to reach their full potential.