operation manager

ECU INTERNATIONAL FAR EAST LIMITED – APAC SERVICE CENTER CEBU

Is currently looking for: Cebu Head / Manager

Overview

The Cebu Head / Manager provides direct support to the General Manager in managing and overseeing the operational aspects of the Shared Services Center (SSC) located in Cebu City. This center supports multiple regions — including the US, Australia, Singapore, Japan, Germany, Canada, and Italy — and plays a vital role in ensuring smooth, consistent, and high-quality service delivery of the global operations.

In partnership with the General Manager, this role contributes to the overall strategy, leadership, values, culture, and decision-making of the group. The Cebu Head works closely with Team Leaders, Finance, IT, and HR to design, implement, and continuously improve the company's Shared Services operations, creating an efficient, effective, and sustainable global model.

Duties and Responsibilities

• Lead and oversee the day-to-day operations of the Shared Services Center (SSC) in Cebu.

• Supervise and support all Cebu-based teams, including Operations, Finance, HR, and Administration.

• Provide guidance and assistance to Operations Team Heads in managing workflow, performance, and resource allocation.

• Ensure compliance in all business operations and adherence to company policies, global standards, and local labor regulations.

• Conduct weekly coordination meetings with stakeholders from multiple countries to review production output, accuracy levels, SOP updates, and overall performance.

• Monitor key operational metrics and ensure that all teams meet or exceed client expectations and service-level agreements (SLAs).

• Coordinate with HR and Admin in handling staff development, system implementation, and operational tools improvement.

• Prepare, review, and analyze operational and performance reports for the General Manager's review and management presentation.

• Promote a positive work environment that reflects company culture, integrity, and collaboration across diverse global teams..

• Coordinate with the office headhunter regarding applicant needs and recruitment to meet manpower and FTE requirements.

• Handle and oversee local recruitment, onboarding, and employee development in partnership with HR.

Key Qualifications

• Bachelor's Degree in Business Administration, Management, or any related field.

• Background in logistics, shared services, or BPO operations is a strong advantage.

• Proven track record in managing multi-country operations or global service teams.

• Strong leadership and decision-making skills, with the ability to drive results, assess risks, and execute strategic initiatives.

• Demonstrated commitment to client satisfaction and operational excellence.

• Excellent communication and coordination skills, able to work effectively with international stakeholders.

• Strategic thinker who understands organizational change and can align Cebu operations with the company's global direction.

• Proficiency in Microsoft Outlook, Office Suite, Teams, and Google Workspace (Shared Files, Sheets, Docs, etc.).

• Strong analytical, problem-solving, and process improvement capabilities.

• Ability to adapt to shifting schedules and support multiple time zones based on global client requirements.

• Positive-minded, proactive, and able to foster a cohesive and motivated team environment.

Preferred Attributes

• Experience in Shared Services setup or process transition management.

• Knowledge in finance operations, HR support, or logistics back-office functions.

• Flexible and highly organized, with a focus on continuous improvement and service quality.