program manager, Operational shared servicesIQ-EQ

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.
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
Qualifications
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.
IQ-EQ

Pasig City, Metro Manila
Permanent
Full-time