Senior Manager Technical Support

• 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.

• Open 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.

The 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.

• Competitive offer and salary package
• Long-term incentive plan and incentive bonus
• Opportunity to work in a large organization within the business services industry
• Hybrid work setup
• Potential for career growth and skill development in the technology sector