Service/Operations Manager

Who are we?

At Support Care, we are dedicated to providing personalized Aged & Disability Care to help our clients live independently and confidently. Operating from our premium office in Bonifacio Global City (BGC), we are committed to the mission of empowering individuals to live with dignity, independence, and choice.

Why You’ll Love Working With Us

We believe in taking care of the people who take care of others. At Support Care, "care" isn't just for our clients, it's in our DNA. We maintain a high-vibrancy, "Startup Agility" environment where transparency and professional growth are prioritized.

Our Premium Benefits & Perks:

• Financial Rewards: We value loyalty. Enjoy a Sign-on Bonus at your 6th and 12th months of service, plus your guaranteed 13th-month pay.
• Health & Celebration: Your well-being is our priority with comprehensive HMO Insurance. We also love celebrating your milestones including a celebratory cake on your birthday!
• The BGC Office Experience: Work in a modern, professional space in the heart of the city. We feature a fully stocked pantry, a premium coffee machine to kick-start your morning, and daily Afternoon Tea to recharge.
• Operational Excellence: We follow international professional standards in a structured yet flexible environment that values open-door management and clear communication.
• Work-Life Balance: Stay refreshed with a full 1-hour lunch break and a culture that respects your time.

Join the Foundation of Our Future

We are looking for team members who want to grow as we grow. At Support Care, you aren’t just an employee; you are a foundational pillar of our organization.

What You’ll Be Doing

Operational Management

• Lead and manage the rostering and scheduling of staff to ensure appropriate coverage and service quality
• Monitor daily team performance and efficiencies across rostering, scheduling, and client communications
• Oversee Philippine team workflows and ensure seamless communication with the Australian head office
• Ensure service delivery aligns with client care plans, goals, and funding allocations.

Clients & Service Delivery

• Promote a strong client-focused culture by developing positive relationships with clients, families/carers, and case managers.
• Respond to client complaints promptly, implementing corrective actions and continuous improvement measures.
• Maintain high standards of customer service, phone etiquette, and rostering practices.

People Leadership

• Lead, coach, and develop Service Coordinators to achieve performance standards and eliminate recurring errors.
• Organize and oversee induction, training, and professional development programs.
• Manage staff performance, including support with grievances, disciplinary matters, and workplace incidents.
• Ensure staff are appropriately trained and qualified for their assigned services.

Governance, Compliance & Administration

• Monitor and ensure compliance with employment, work health and safety, immigration, and privacy laws.
• Assist with reviewing and updating company policies and procedures.
• Manage reporting requirements back to the Australian head office on team performance, compliance, and incidents.
• Undertake general office administration and other ad-hoc duties as required.

Are You the Perfect Fit?
We are looking for someone who brings:

• Minimum of 5 years of experience in similar roles
• Excellent communication skills, both written and verbal
• Ability to work in a fast-paced environment and meet deadlines
• Excellent computer skills
• Capable of working independently and collaboratively within a team environment
• Time management and organizational skills, capable of prioritizing tasks and meeting deadlines

This position is fully onsite and requires reporting to the office in BGC, Taguig.