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Senior Manager Technical Support

Talentmate

Philippines

13th July 2026

2607-2544-1798

Job Description

Make a meaningful impact on the company and the community
Join one of the biggest global healthcare manufacturing companies

About Our Client

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.

Job Description

Lead and track performance objectives and key metrics to ensure service, quality, and corporate targets are achieved.
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.

The Successful Applicant

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.

What's on Offer

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

Contact: Keith Saique

Quote job ref: JN-052026-7017041

Job Details

Role Level:	Not Applicable	Work Type:	Full-Time
Country:	Philippines	City:	Metro Manila
Company Website:	https://redirect.michaelpage.com/mp-home	Job Function:	Customer Service
Company Industry/ Sector:	Other

What We Offer

About the Company

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