Save Job Back to Search Job Description Summary Similar JobsMake a meaningful impact on the company and the communityJoin one of the biggest global healthcare manufacturing companiesAbout Our ClientThe client is a well-known, multinational Global Business Service (GBS) in the healthcare manufacturing industry. They are known for their commitment in innovation, building healthcare products that aims at enhancing patient outcomes and well-being.Job DescriptionLead and track performance objectives and key metrics to ensure service, quality, and corporate targets are achieved.Ensure the team is properly staffed and equipped to meet customer demand and service levels.Drive continuous improvement initiatives to enhance service quality, customer experience, and brand value.Use technology and systems to improve processes and build a high performing, scalable support function.Work closely with cross functional teams to identify, test, and implement process and system improvements.Develop, communicate, and enforce policies and procedures in line with company standards and requirements.Ensure full compliance with quality systems, regulatory standards, data privacy, and confidentiality.Manage call volumes through effective queue management, forecasting, and workforce planning.Partner with internal teams to resolve complex customer support issues and improve overall service delivery.Recommend and implement improvements to processes, policies, and documentation as needed.Coach and support managers in achieving performance goals and developing their leadership capabilities.Oversee technical and product training programmes for new and existing team members.Support and enhance people development and engagement programmes across the organisation.Maintain open, clear, and timely communication to ensure employees are well informed and aligned.Act as a mentor and role model, promoting the company culture, values, and mission.Support cost control initiatives and manage budgets to meet agreed financial targets.Contribute to annual budgeting and ongoing cost management activities.Develop and execute strategies and initiatives that support the goals of the Technical Support function and the wider organisation.Review and adjust plans and priorities to respond to changing business needs.The Successful ApplicantOpen to candidates based in Cebu and Manila.At least 5 to 8 years of people management experience in a high volume BPO, shared services, or healthcare environment.Bachelor's degree with at least 13 years of relevant industry experience.Strong background in training and mentoring teams, including designing and delivering training programmes.Excellent interpersonal, written, and verbal communication skills.High emotional intelligence with the ability to make fair and objective decisions.Proven capability to make sound and timely decisions.Flexible to work schedules, including at least one weekend day, depending on business needs and call volume.Able to manage multiple deadlines and adapt to changing priorities in a fast paced environment.Detail oriented with a strong bias for action and results.Positive, enthusiastic, and solution focused leadership style.Willingness to travel occasionally as required.Strong desire to be part of a purpose driven and high impact organisation.What's on OfferCompetitive offer and salary packageLong-term incentive plan and incentive bonusOpportunity to work in a large organization within the business services industryHybrid work setupPotential for career growth and skill development in the technology sectorContactKeith SaiqueQuote job refJN-052026-7017041Phone number+63277955039Job summaryFunctionITSub SectorSenior IT Management / CIO / CTOWhat is your area of specialisation?Technology & TelecomsLocationManilaJob TypePermanentConsultant nameKeith SaiqueConsultant contact+63277955039Job ReferenceJN-052026-7017041Work from HomeWork from Home or Hybrid
