Service Excellence Support Manager

Based in Manila, a Service Excellence Support Manager is required to lead the team responsible for supporting the Portfolio/Programme Aligned Change Managers within the Service Excellence EMEA team with various duties related to change management, operational excellence, and marketplace DEI support and administration.

The role requires strong leadership experience and a combination of strong language proficiency, administrative expertise, project support experience, and various soft skills that contribute to successful change management.

Reporting to Portfolio Aligned Change Management Executive, this role sits within a strategic function responsible for driving the success of AGS Programmes by empowering Client Delivery and associated supporting functions with the knowledge and capability to enable world-class service delivery, as we continue to run, grow and transform our organisation, our products and our services.

Responsibilities:

• Manage the team responsible for providing administrative support to the Service Excellence EMEA Portfolio Aligned Change Managers, providing guidance, support, and performance feedback.
• Ensure that team members have the necessary resources and training to fulfill their responsibilities effectively, and that their skills and experience are leveraged effectively.
• Foster a collaborative and motivated team environment, encouraging continuous learning and improvement.
• Maintain an understanding of work demand from in-region partners and ensure effective communication and collaboration.
• Oversee resource management and allocation to ensure optimal performance and support for the team.
• Focus on upskilling the team through training and development opportunities, fostering professional growth.
• Drive continuous improvement of the support service, identifying and implementing process enhancements to increase efficiency.
• Provide support and escalation on complex projects, ensuring thorough planning, execution, and follow-up.

• Previous experience in a management or leadership role of an offshore support team.
• Excellent written communication, presentation, and facilitation skills are crucial, along with strong analytical, problem-solving, and decision-making abilities.
• Project / Change management experience with the ability to handle complex tasks and projects effectively.
• Experience in resource management and allocation to ensure optimal performance and support for the team.
• Strong proficiency in English is required
• Demonstrable administrative skills and project support experience.
• Excellent communication skills, ensuring clear and effective interactions with team members and stakeholders.
• Ability to provide change management support, including communications drafting, scheduling, planning, and documenting initiatives.
• Skills in governance and best practice support, as well as process documentation, are essential.
• Experience in executing process improvements and identifying efficient ways of working is advantageous.
• An interest in change and project management and operational excellence methodologies, such as Lean, Six Sigma, and Kaizen, is beneficial.

As a workplace, we focus on relationships – with each other, our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate, who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives, backgrounds and ideas drive innovation and make us successful.