Peformance, Services, and Transformation Lead

The Performance, Service & Transformation Lead is a key leadership role within the Service Enablement function of the Manila Finance SSC. This role is responsible for ensuring the SSC operates as a high performing, continuously improving organisation through strong service performance management, delivery of transformation programs, and uplift of workforce capabilities.

The role works across all SSC delivery towers, BPO partners, and corporate functions to drive accountability, efficiency, and a culture of service excellence. It also plays a key role in enabling the SSC's strategic roadmap through structured governance and change adoption.

What you will be doing:

• Service Performance & Delivery Enablement

• Lead and embed SSC-wide service performance frameworks including KPIs, SLAs, and escalation protocols

• Coordinate and present quarterly business reviews and service reporting with key stakeholders

• Facilitate regular stakeholder feedback loops to identify service improvements and track delivery outcomes

• Transformation & Continuous Improvement

• Drive the transformation roadmap in partnership with SSC towers, BPO providers, and project leads

• Lead SSC-wide process standardisation and optimisation initiatives.
• Oversee the transformation roadmap and project portfolio
• Deliver change projects in partnership with stakeholders and BPO Partner

• Track benefits and impact of improvement efforts

• People & Capability Uplift

• Oversee structured onboarding, training, and learning programs for SSC finance employees

• Lead workforce planning and capacity modelling to ensure scalable service operations
• Implement skills and capability tracking tools in partnership with HR and delivery leads

• Contribute to SSC culture-building, talent development, and retention strategies

• Governance & Stakeholder Engagement

• Provide regular updates to Head of Service Enablement on progress and risks

• Support service governance forums, reviews, and feedback channels
• Collaborate across Delivery Towers and with external partners
• Help embed a culture of performance, learning, and continuous improvement

Who we are looking for:

• 7+ years in shared services, operations management, transformation, or performance improvement
• Experience with end-to-end service delivery models in finance shared services (P2P, R2R, FP&A, etc.)
• Bachelor's degree in Finance, Business, Operations Management, or related field
• Master's degree, MBA, or equivalent experience preferred
• Strong track record in managing large-scale transformation programs or continuous improvement initiatives
• Familiarity with Lean, Six Sigma, or similar operational excellence methodologies
• Strong project and program governance experience; able to manage cross-functional teams and workstreams
• Excellent stakeholder management, communication, and change leadership skills
• Exposure to ERP systems (e.g. Oracle) and experience working with BPO providers preferred
• Demonstrated experience in workforce planning, training development, and capability frameworks is an advantage

What we offer:

Our roles offer more than just a job, you'll become part of the evoke family We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Financial: Competitive salary and bonus schemes.

• Hybrid working: Our employees can work from home up to 50% of the time with 50% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up

• Paid Time Off (Service incentive leave): You'll be entitled to 30 days leave on an annual basis, and an extra day for your birthday.

• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education.
• Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits.

More about evoke

We're a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn't be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That's the future. That's evoke.

At evoke, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you.

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your journey with the evoke Family