Team Lead – Program Management

Role Overview

We are looking for a Team Lead - Program Management to help build and lead a high-performing program management team in the Philippines.

This role combines hands-on program management with day-to-day people leadership. The successful candidate will support program managers, coach team members, improve operational practices, and help ensure consistent delivery for clients and internal stakeholders.

The role is suited to a proactive and organized leader who is comfortable managing multiple priorities, improving processes, and working with geographically distributed teams.

Key Responsibilities

Team Leadership & Development

• Lead and support a team of program management professionals, providing guidance, coaching, and regular performance feedback.

• Conduct structured coaching and development sessions focused on technical capability, process excellence, and professional growth.

• Partner with the functional manager to identify development needs and establish targeted development plans.

• Support onboarding and training of new team members through structured learning plans, process guidance, and coaching.

• Promote continuous learning, knowledge sharing, collaboration, and accountability across the team.

Program & Operational Management

• Support the day-to-day delivery and operational management of the program management function.

• Plan, prioritize, and delegate workloads across the team to ensure service commitments and delivery requirements are met.

• Review team deliverables for quality, accuracy, consistency, and adherence to established standards.

• Partner with leadership to develop and execute operational strategies aligned with team KPIs, OKRs, and broader business objectives.

• Monitor operational performance and identify opportunities to improve efficiency, consistency, and service quality.

• Manage operational escalations and ensure issues are addressed promptly with appropriate stakeholder communication and resolution.

Process Improvement

• Evaluate existing processes, workflows, and systems to identify opportunities for improvement.

• Recommend and implement enhancements that improve operational efficiency and team performance.

• Drive standardization and continuous improvement across program management practices.

• Use performance data and operational insights to identify trends, risks, and opportunities for improvement.

Stakeholder & Communication Management

• Serve as a key communication point for the team by cascading operational updates and ensuring alignment on priorities.

• Facilitate and participate in local, global, cross-functional, and geographically distributed team meetings.

• Build strong working relationships with internal stakeholders and collaborate across teams to drive alignment.

• Maintain accurate documentation, meeting records, decisions, and approvals.

• Provide regular updates to leadership covering team performance, achievements, challenges, risks, and development opportunities.

Performance & Workforce Management

• Prepare, analyze, and communicate team performance metrics and operational reports.

• Monitor KPIs, SLAs, and OKRs to support data-driven decision-making and continuous improvement.

• Support workforce planning and day-to-day team administration.

• Coordinate attendance, leave management, and other operational requirements in partnership with leadership.

• Ensure relevant workforce and attendance records are accurate and submitted within established timelines.

Qualifications

Required

• Demonstrated experience leading operational teams, program management teams, or business initiatives.

• Strong understanding of team performance, service delivery, and continuous process improvement.

• Previous experience leading, mentoring, or coaching team members in an operations, program/project management, or professional services environment.

• Proven ability to influence and collaborate across teams, including situations where direct authority is limited.

• Experience working with KPIs, SLAs, OKRs, or other performance metrics to drive team and operational outcomes.

• Strong organizational and time management skills, with the ability to manage multiple priorities, projects, and competing deadlines.

• Excellent verbal and written communication skills, with the ability to facilitate discussions and communicate effectively with stakeholders at different levels.

• Experience working with global or geographically distributed teams.

• Strong problem-solving skills, sound judgment, and a proactive, solutions-oriented approach.

• Demonstrated ability to take ownership of issues through to resolution.

• Bachelor's degree in Business Administration, Project Management, Program Management, Organizational Development, or a related field is preferred. Equivalent professional experience may be considered.

Preferred

• Experience in a professional services, operations, program management, or service delivery environment.

• Experience using project management, workforce management, or service delivery platforms such as Kantata, Jira, Salesforce, ServiceNow, or similar tools.

• Experience managing teams or stakeholders across multiple locations or regions.

Key Competencies

• People Leadership & Coaching

• Program & Operations Management

• Process Improvement

• Stakeholder Management

• Performance Management

• Workforce Planning

• Problem Solving & Decision Making

• Communication & Facilitation

• Data-Driven Decision Making

• Cross-Functional Collaboration

• Continuous Improvement