Pasig City, Philippines

Program Manager, Operational Shared Services

Full-time / part-time
Client Services
Ortigas Center
Pasig City

Job description

Reporting to the COO, the Outsourcing Program Manager is a critical position within US operations. This person is responsible for managing relationships and work activities between US operating teams and IQEQ’s global shared services resources. The PM’s role is to oversee the Outsourcing requirements of the US, supporting  growth plans and managing these requirements with our Shared Service Centers in Manila and Mauritius. 

Program Manager’s responsibilities include developing strong relationships with the IQEQ US and Shared Service operating personnel, connecting with key business executives and stakeholders and preparing governance information for periodic review and assessment. Program Manager also answers regional queries and idenfies new opportunities for operational excellence. In this role, you will liaise with cross-functional internal teams (including Group function such as Business Analysts, Projects, IT, Compliance and HR departments) to improve the entire Client experience. This position may require occasional travel.

Ultimately, a successful Program Manager should collaborate with the teams to achieve offshoring goals and Service Levels (Time, Cost, and Quality)

Tasks & Key Responsibilities

  • Operating as the lead point of contact for any and all matters specific to Regional Cluster / Company requirements for outsourcing services
  • Building and maintaining strong, long-lasting relationships with the Cluster Region and Shared Service delivery Teams
  • Overseeing Regional businesses outsourcing requirements and opportunities, including contractual agreements and project managing new implementations (working with the support Teams (HR, Finance, IT, Projects etc)
  • Ensure the timely and successful delivery of our outsourcing solutions according to Cluster’s needs and objectives
  • Clearly communicate the progress of monthly/quarterly initiatives to key stakeholders
  • Develop new service line opportunities with  the Regional Cluster and/or identify areas of improvement to meet the SLAs (Time, Cost and Quality)
  • Forecast and track key metrics for the Region  (e.g. costs vs forecasts, hiring vs requirements, Budget vs actual, Operational metrics)
  • Coordinate with Shared Service Centre reports on the status e.g., Contact Review Boards and Group Management Board
  • Collaborate with Regional sales team to identify and grow opportunities within territory
  • Assist with challenging client requests or issue escalations as needed
  • Gather and identify areas for improvement


Key competencies for position and level

  • Customer focus, mostly internal (occasionally external)
  • Communicates effectively
  • Plans and aligns
  • Interpersonal savvy
  • Results & Execution oriented
  • Takes ownership of tasks and objectives

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder is expected to demonstrate the following:

  • Attention to detail
  • Analytical reporting
  • Business acumen
  • Collaboration
  • Decision making
  • Proactivity
  • Relationship building
  • Taking ownership
  • Positivity
  • Team working

Education / professional qualifications

  • Degree holder in Business or any other relevant field or equivalent professional qualification.
  • Financial  Services Company or related, preference to outsourcing history
  • Evidence of strong relationship building & communication skills a key differentiator.
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
  • Experience delivering client-focused solutions to customer needs
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Excellent listening, negotiation and presentation abilities

Additional information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.

Company description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

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