Operations Manager

About the Role

The Operations Manager will lead the day to day operations of the company’s Philippine delivery team. This role is responsible for ensuring client services are delivered accurately, consistently and within agreed timeframes.

The Operations Manager will oversee team performance, workforce planning, service quality, client communication, process improvement and operational reporting. They will also support the growth of the business by establishing scalable processes and developing a strong, accountable and service focused culture.

Key Responsibilities

• Manage daily operations across recruitment, bookkeeping, administrative and back office support services.

• Ensure work is completed accurately and within agreed service levels and turnaround times.

• Allocate workloads and monitor team capacity, productivity and performance.

• Establish effective workflows, procedures, quality controls and escalation processes.

• Identify operational risks and resolve service delivery issues promptly.

• Maintain business continuity plans and appropriate coverage across critical functions.

Team Leadership

• Lead, support and develop a fully remote Philippine based team.

• Set clear expectations, responsibilities, KPIs and performance standards.

• Conduct regular team meetings, one on one discussions and performance reviews.

• Coordinate employee onboarding, training, coaching and development.

• Address performance, attendance and conduct concerns appropriately.

• Build a positive culture based on accountability, collaboration, professionalism and continuous improvement.

Client Service

• Act as a key operational contact for Australian clients.

• Build strong relationships and develop a clear understanding of each client’s requirements.

• Manage client onboarding and the transition of new services to the delivery team.

• Conduct regular service reviews and provide operational updates.

• Respond to client concerns and ensure agreed corrective actions are completed.

• Identify opportunities to expand or improve the services provided to clients.

Quality and Compliance

• Monitor service quality and ensure client procedures are followed consistently.

• Implement quality checks for recruitment, bookkeeping, data processing and administrative activities.

• Ensure client information is handled securely and confidentially.

• Maintain appropriate access controls and accurate operational records.

• Support compliance with company policies, client requirements and applicable Philippine regulations.

• Ensure bookkeeping services remain within the agreed administrative scope and are appropriately reviewed where professional accounting oversight is required.

• Oversee all internal compliance is adhered to such as payroll, taxes and all government agencies are all on time.

Reporting and Continuous Improvement

• Prepare regular reports covering productivity, service levels, accuracy, staffing and client satisfaction.

• Analyse performance data and identify opportunities to improve efficiency and service quality.

• Document and maintain standard operating procedures.

• Introduce practical improvements, automation and technology where appropriate.

• Support management with workforce planning, budgeting and operational forecasting.

• Assist with the development of new services and scalable operating models.

Key Performance Indicators

Performance may be measured against:

• Achievement of client service levels and turnaround times

• Quality and accuracy of completed work

• Client satisfaction and retention

• Team productivity and utilisation

• Employee performance, attendance and retention

• Successful onboarding of new clients and employees

• Timely resolution of operational issues

• Completion and maintenance of standard operating procedures

• Delivery of process improvements

Qualifications and Experience

• At least five years of experience in operations, shared services, outsourcing, BPO or a similar environment.

• At least two years of experience managing teams or operational functions.

• Experience supporting Australian, New Zealand, UK or other international clients is highly regarded.

• Experience in one or more of the following areas is desirable:

Recruitment or RPO operations, Bookkeeping or finance administration, HR administration, Shared services, Data processing, General back office support

• Experience managing remote or work from home teams.

• Demonstrated experience establishing processes, KPIs and quality controls.

• A degree in Business Administration, Management, Human Resources, Accounting or a related discipline is desirable but not essential.

Skills and Attributes

• Strong leadership and people management capability

• Excellent written and verbal English communication skills

• Strong client service and relationship management skills

• Excellent planning, organisation and problem solving abilities

• Commercial awareness and sound operational judgement

• High attention to detail and commitment to quality

• Ability to manage competing priorities and changing workloads

• Confidence using performance data to support decisions

• Strong understanding of confidentiality and information security

• Proficiency in Microsoft 365 or Google Workspace

• Familiarity with project management, CRM, recruitment or accounting platforms is advantageous

If this role is for you, please don't hesitate to apply below !