Associate Director, Offshore Shared Services & Operations

Make your next big career move by applying as KMC Solutions' next ASSOCIATE DIRECTOR, OFFSHORE SHARED SERVICES & OPERATIONS!

The Associate Director for Offshore Shared Services & Operations manages and delivers transformation and operational improvement initiatives within a BPO or offshore shared services environment. The role supports the scaling and day-to-day governance of Philippine operations by translating business priorities into practical workplans, coordinating cross-functional execution, and monitoring results against agreed service, workforce, and financial measures.

Working closely with senior operations leaders, global stakeholders, clients, and external providers such as KMC, the role helps strengthen service delivery, improve productivity, and embed consistent operating practices. The position is expected to independently manage assigned programs and operational workstreams, while escalating material risks and strategic decisions to the Director or executive sponsor.

On top of your salary, here are the exciting benefits you can look forward to:

• You'll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Hybrid work setup
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a ASSOCIATE DIRECTOR, OFFSHORE SHARED SERVICES & OPERATIONS include:

1. Transformation & Continuous Improvement (Primary Focus)

• Manage and execute assigned transformation initiatives across BPO and shared services functions, including customer support, back office, finance, HR, and IT support.
• Translate transformation priorities into clear workplans, milestones, owners, and measurable outcomes.
• Drive process optimization, standardization, and service delivery improvements within assigned areas.
• Coordinate the implementation of automation and digital solutions in partnership with business and technology teams.
• Identify operational gaps, recommend practical solutions, and support implementation through to stabilization.
• Define and monitor KPIs for assigned initiatives, including productivity, service quality, adoption, and value realization.
• Apply continuous improvement practices such as Lean, Six Sigma, or Agile, as appropriate.
• Ensure initiatives remain aligned with client SLAs, internal standards, and approved business objectives.

2. Change Management & Program Execution

• Lead cross-functional workstreams from planning through implementation, including status reporting and benefit tracking.
• Develop change and adoption plans that support smooth implementation across operations teams.
• Monitor risks, dependencies, issues, and timelines, and escalate material concerns with recommended actions.
• Develop and maintain standard operating procedures, playbooks, controls, and best practices.
• Facilitate governance meetings and ensure decisions, actions, and accountabilities are documented and followed through.
• Reinforce a culture of continuous improvement and operational discipline.

3. Client & Stakeholder Engagement

• Partner with internal leaders and client stakeholders to understand priorities and coordinate agreed service improvements.
• Provide practical recommendations on process optimization, operational efficiency, and execution readiness.
• Prepare regular reporting on performance, transformation progress, benefits, risks, and required decisions.
• Coordinate with HR, IT, Finance, Operations, Legal, and other teams to resolve cross-functional dependencies.
• Support senior leaders in executive reviews, business updates, and material client escalations.

4. Offshore Shared Services Operations

• Support oversight and governance of day-to-day offshore shared services operations.
• Translate approved client and business requirements into staffing assumptions, operating procedures, SLAs, and KPIs.
• Monitor service consistency, quality, cost efficiency, and operational stability, and coordinate corrective actions where needed.
• Work closely with external partners such as KMC across recruitment, employer-of-record and compliance support, payroll and HR operations, and facilities and workplace services.
• Support operational scaling, governance routines, business continuity, and service stabilization.
• Act as an escalation and coordination point for assigned operational issues, with appropriate elevation of high-impact matters.

5. Workforce & Culture Enablement

• Partner with operations leaders to strengthen team capability, performance, and adaptability.
• Coordinate employee engagement, capability development, communications, and change-readiness actions tied to assigned programs.
• Reinforce a performance-driven and client-focused culture through clear expectations and follow-through.
• Monitor workforce risks within assigned scope and coordinate timely interventions with relevant leaders and support teams.

6. Financial & Productivity Optimization

• Deliver productivity and cost-efficiency initiatives within approved scope and targets.
• Support budget tracking, forecasting inputs, and cost governance for offshore operations.
• Identify opportunities for resource optimization and cost-to-serve improvement, supported by data and business cases.
• Track and report approved savings, productivity gains, and operational benefits.
• Escalate material variances and support the development of corrective action plans.

To apply, you must be an expert on the following requirements:

• Experience managing transformation, continuous improvement, operational excellence, or service delivery initiatives within BPO or shared services.
• Strong working knowledge of offshore operations, client services, and cross-functional program execution.
• Demonstrated ability to independently manage multiple workstreams, drive follow-through, and escalate effectively.
• Strong stakeholder, client management, facilitation, and written communication skills.
• Practical experience in process improvement, SLA and KPI management, productivity tracking, and issue resolution.
• Ability to analyze operational data, prepare clear recommendations, and translate decisions into executable plans.
• Experience working with geographically dispersed and cross-functional teams.

It will also be favorable if you are knowledgeable in:

• Experience in Philippine BPO or offshore shared services operations.
• Exposure to automation tools, workforce management, analytics, or service delivery platforms.
• Certification or formal training in Lean, Six Sigma, Agile, project management, or a related discipline.