The General Manager leads Cisive’s shared services center in the Philippines. The GM is responsible for developing strategies to support the growth in scope and capabilities of CPH and enabling operational delivery for the relevant Cisive operational functions. This entails a strong alignment with each business function and ability to match the scale of the shared services center with customized needs. Moreover, the GM will define and evolve the business model for the organization to expand the value proposition of a high-end knowledge services provider in a digitally and AI-enabled businesses. This role will be knowledgeable on operations in a global environment and key industry trends, with an ability to lead innovation of business models, technology, and process.

• Overall organizational responsibility for a multi-function shared services center in the Philippines
• Delivery of Financial Results. Develops and manages a budget and monitors related expenditures to ensure compliance with budget plans/forecasts. Delivers financial results for revenue, expense, and continuous improvement. Partners with Cisive operational leaders in meeting their financial targets
• Operations Management and Service Level Delivery. Oversee day-to-day operations and deliverables of the organization maintaining consistent stakeholder satisfaction and ensure operational goals and objectives are achieved across all operating units. Drive operational performance improvement through well-defined metrics and ensure Key Performance Indicators (KPI’s) are successfully achieved.
• Manages the migration and transition of new workflow/processes. Develops plans and strategies to support a complex pipeline of new work to the center balancing stakeholder timing needs.
• Process Excellence and Deployment of Advanced Technology. Harnesses and deploys automation capabilities from across the organization to transform operations, driving exponential savings and reframe delivery of services in a digital operations paradigm.
• Design and Delivery of Best in Class Operations. Efficiency, Customer Experience, Flexibility, and Revenue Impact. Institutionalize the most optimal operating model based on overall organizational strategy to deliver consistent strong performance results.
• Evolution of Process and Operations. Through globalization, consolidation, benchmarking, and other methods in improving business outcomes to ensure effective execution of operational plans and maximize productivity, efficiency and profitability.
• Relationship Management. Across multiple levels up to and including executive leadership. Effectively communicates with business partners in managing and delivering business results and enhancing CPH’s partnership in strategy creation and successful delivery on committed strategies.
• Development of Talent, Knowledge and Capability. Provide higher-value services and ensure coaching for improvement by developing and subsequently implementing new initiatives, policies, and procedures to meet strategic goals and progressively work on developmental opportunities.
• Enhancement of Operations Science, Metrics, and Information. Generate improved results and sustainability of services (especially niche or customized services) and establish operational objectives and work plans, directing performance on all programs to effectively execute on stakeholder expectations.
• Leading and Sustaining a High-Performance and High-Retention Organization. Promoting and advocating a culture that reflects the organization’s core values, encourages continuous improvement, and rewards productivity and innovation.
• Building CPH Culture. Enhancing our Employee Value Proposition by maintaining a positive working environment that promotes high performance focusing on a culture that supports employee growth, development and continuous learning.
• Compliance and Regulatory Adherence. Ensures compliance with Philippine laws and regulations.

5+ years in senior management positions building and leading shared services or global business services organizations with experience in enacting change and thinking operationally and strategically to achieve business goals.

Transformation experience in global business services organization at scale. Proven skills in agile methodologies and developing processes that facilitate continual improvement and team achievement.

Experience in multi-function global business services. Work experience in multiple functional areas (operations, customer service, HR services, Finance, etc.) with demonstrated project, financial, relationship management skills.

At least a Bachelor’s/College Degree JD/MBA preferred.