Head of Shared Service

About the Role

The Head of Shared Services is responsible for owning and strengthening VA Platinum’s internal support functions across the business. This role provides strategic and operational leadership to departments that enable scale, consistency, and service excellence across multiple sites.

This role is accountable for how internal services are designed, governed, and delivered. The Head of Shared Services drives process maturity, internal controls, service delivery standards, and continuous improvement to ensure the business is well supported as it grows.

Working closely with senior leadership, this role ensures that internal teams, systems, and workflows are aligned with company objectives, future growth plans, and a high standard of employee and client experience. This leader acts as a coach and capability builder, developing strong managers and resilient teams across all support functions.

Ideal Candidate (Must Have Requirements)

• Bachelor’s degree or 10 plus years of senior leadership experience in shared services and operations
• At least 5 years of experience leading multi-functional support teams (IT, Facility, Reporting, Risk & Compliance) within a BPO, shared services, or scaling services environment
• Strong background in building and optimising internal processes, controls, and service delivery frameworks across multiple teams or locations
• Demonstrated experience in budget oversight and cost efficiency while maintaining service quality and staff engagement
• Proven ability to lead managers and cross-functional teams with a strong focus on accountability, clarity, and performance standards
• Highly analytical and comfortable using data to assess performance, identify gaps, and drive structured improvements
• Experience partnering with executive leadership to translate business strategy into scalable internal operations
• Amenable to working from our Cebu Site: IT Park, Cebu

Tasks and Responsibilities

• Own and lead internal support departments across the business, ensuring consistent and high-quality service delivery for all teams and sites
• Design, standardise, and continuously improve internal processes, workflows, and controls to support growth and operational maturity
• Establish and maintain clear service delivery standards, KPIs, and governance frameworks across all support functions
• Lead, coach, and develop managers and team leads, strengthening leadership capability and succession across departments
• Monitor operational performance and capacity across support teams, identifying risks, gaps, and opportunities for optimisation
• Partner with senior leadership to align shared services priorities with company goals, growth plans, and people strategy
• Oversee budget planning and resource allocation for support functions, balancing efficiency, scalability, and employee experience
• Drive change management initiatives related to new systems, policies, or organisational shifts, ensuring smooth adoption across the team.
• Support training, engagement, and culture initiatives that reinforce collaboration, accountability, and high performance across the organisation