Senior Vice President – Shared Delivery

Summary

Join Cielo as a Senior Vice President – Shared Delivery and lead a global team responsible for the strategy, execution, and management of a large Shared Delivery Organization. Based in the Philippines, Europe, or India, this remote role requires some travel and flexibility. You will lead a highly efficient organization, ensuring performance outcomes, employee engagement, and client satisfaction. Key responsibilities include strategic leadership, team management, operational excellence, performance development, client partnership, innovation, data analysis, and governance. The ideal candidate possesses extensive experience leading Shared Services in complex, global organizations and a proven ability to develop leaders and manage large-scale operations.

Requirements

• Bachelor’s degree preferred, with extensive experience leading Shared Services in complex, global organizations (800+ employees across multiple geographies)
• Proven ability to develop leaders and manage large-scale operations with inclusive leadership and cultural awareness
• Successful track record in large, complex BPO environments (RPO desirable), leveraging advanced technologies and systems
• Demonstrated success driving change and transformation programs with a strong focus on client satisfaction
• Excellent interpersonal, communication, facilitation, and conflict resolution skills, able to engage effectively across all business levels
• Strong in analytics, project and change management, and process optimization

Responsibilities

• Develop and execute a strategic plan aligned with business goals, collaborating with cross-functional teams like Technology, Finance, and Transformation
• Lead and develop a global, high-performing talent acquisition team covering sourcing, marketing, screening, onboarding, and administration
• Optimize geographic footprint, ensure well-managed local environments, and align operations with both local and global organizational culture
• Set clear goals, hold leaders accountable, coach VPs and managers, and ensure robust performance management and feedback systems
• Build strong relationships with internal and external clients, respond to business trends, and ensure high satisfaction levels through effective communication and service recovery
• Lead initiatives to drive productivity, service quality, continuous improvement, and the use of tools and tech innovations
• Monitor and act on KPIs, dashboards, scorecards, and other analytics to inform strategy, transformation, and resource optimization
• Manage team budgets, workforce plans, capacity, engagement, and documentation to ensure efficient and effective service delivery

Benefits

Remote - Some travel required & flexibility regarding working pattern required to cover the global scope