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Program Manager Offshore Shared Services Leader

1 month ago

Tyler, Texas, United States Ministry HR Group Full time
Job Title: Program Manager Offshore Shared Services Leader

We are seeking a highly skilled Program Manager to lead our offshore shared services team. As a Program Manager, you will be responsible for overseeing the growth of a multi-national team dedicated to delivering high-quality professional services to clients. This role involves developing and implementing strategies to enhance service offerings, managing a team of professionals, and ensuring client satisfaction.

Key Responsibilities:

  • Lead, mentor, and manage a diverse, offshore shared services team, ensuring alignment with company values and goals.
  • Foster a collaborative and inclusive culture that promotes continuous learning and professional growth.
  • Develop and implement strategies to improve team productivity, efficiency, and morale in a remote environment.
  • Ensure high levels of customer satisfaction by maintaining service quality, meeting SLAs, and promptly addressing customer concerns.
  • Act as the primary point of contact for stakeholders, ensuring clear communication and expectations are consistently met.
  • Drive a customer-centric approach across all team activities, focusing on delivering exceptional value and service.
  • Develop and execute operational strategies for the offshore shared services team, aligned with overall business objectives.
  • Design and implement process improvements to enhance service delivery, reduce costs, and optimize resources.
  • Monitor and analyze key performance indicators (KPIs) to ensure the team meets or exceeds operational targets.
  • Design and develop service lines to be provided by offshore team.
  • Build out sales pipeline for further growth in high-need markets.
  • Strategic and creative thinker who can grow existing revenue with current clients by leveraging existing services or developing new ones.
  • Proven ability to develop sales proposals, present to prospective clients, and close business.
  • Design and execute talent development programs tailored to the needs of remote teams, focusing on skill enhancement, career progression, and leadership development.
  • Provide regular coaching and feedback to team members to foster a culture of continuous improvement and professional growth.
  • Collaborate with HR to identify and address talent gaps, ensuring the team remains agile and capable of meeting evolving business needs.
  • Oversee day-to-day operations of the offshore shared services team, ensuring compliance with company policies, legal requirements, and industry standards.
  • Implement risk management strategies to mitigate operational risks and ensure business continuity.
  • Ensure that all processes and procedures adhere to relevant regulations and best practices, maintaining high standards of governance and accountability.
  • Build and maintain strong relationships with key stakeholders, ensuring their needs are understood and addressed effectively.
  • Prepare and present regular reports on team performance, operational metrics, and strategic initiatives to senior leadership.
  • Act as a liaison between the offshore team and U.S.-based leadership, ensuring alignment and smooth communication.
  • Identify opportunities for innovation within the shared services model, leveraging technology and best practices to drive efficiency and effectiveness.
  • Lead initiatives to enhance the team's capabilities, including adopting new tools, technologies, and methodologies.
  • Promote a culture of continuous improvement, encouraging the team to challenge the status quo and seek out better ways of working.
  • Develop and manage the budget for the offshore shared services team, ensuring resources are allocated effectively and efficiently.
  • Monitor and control costs, identifying opportunities for cost savings without compromising service quality.
  • Ensure the team has the necessary tools, resources, and support to deliver on their objectives.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • Proven experience (5 years minimum) in program and multi-site management or a similar role, preferably in a service-oriented industry.
  • Strong leadership skills with the ability to manage and motivate teams.
  • Excellent organizational, communication, and problem-solving skills.
  • Bi-lingual English/Spanish strongly preferred.
  • Experience in leading multi-cultural teams.
  • Proficient in Microsoft Office Suite and familiar with operations-related software.
  • Ability to adapt to changing environments and tackle challenges proactively.

Physical Demands:

  • Prolonged sitting required, with ability operate office equipment which may include heavy lifting, bending, and standing.
  • Requires ability to always handle stressful situations in a calm and courteous manner.
  • Requires working under some stressful conditions to meet deadlines and patient needs, and to make quick decisions and resource acquisition.