AU Operations Lead — Offshore Philippines Team

hammerjack Pty Ltd; Makati; Hybrid; PHP 1,200,000 - 2,300,000; Full time

Benefits offered by this job

Hybrid options

Health coverage

Salary transparency

Training & growth

Award-winning workplace

Job summary

hammerjack is seeking an experienced AU Operations Manager to lead a Philippines-based offshore team supporting Australian facility services operations. You will establish an operating cadence across finance, customer service, IT/help desk, and administration, ensuring clear ownership and consistent standards.

This role focuses on scalable growth: onboarding, knowledge transfer, KPI reporting, and collaboration with Australian stakeholders.

Qualifications

• Bachelor’s degree in Business, Operations, Management, or a related field.
• 5–10+ years of experience in operations, service delivery, shared services, or a comparable leadership environment.
• Experience managing teams, operational KPIs, SLAs, productivity, quality, and performance improvement.
• Experience leading multi-functional support teams across areas such as finance, customer service, help desk, and administration is highly desirable.
• At least 3 years of experience supporting an Australian client base in a shared-services, BPO, or offshore operations setting.
• Working knowledge of Australian business hours, public holidays, service expectations, and communication and escalation practices.
• Working knowledge of Philippines labour law and statutory compliance, including DOLE requirements, mandatory government contributions, 13th-month pay, and night-differential pay.
• Experience in BPO, facilities management, property services, or another service-based industry is highly desirable.
• Experience managing a satellite office or Employer of Record vendor relationship is an advantage.
• Strong workforce-planning, stakeholder-management, analytical, problem-solving, and process-improvement capabilities.
• Excellent written and verbal English communication skills.
• A hands-on, adaptable leadership style suited to building teams, embedding standards, and managing change in a growing operation.

Responsibilities

• Lead Daily Operations: Oversee service delivery across finance, customer service, IT/help desk, and administration/shared services, ensuring clear ownership and consistent standards.
• Build the Offshore Capability: Lead the establishment and ongoing development of the Philippines team, including onboarding, integration, knowledge transfer, and staged workforce growth.
• Set the Performance Rhythm: Establish operating cadences, reporting routines, and performance visibility across KPIs, SLAs, productivity, quality, and customer satisfaction.
• Plan the Workforce: Manage scheduling, resource allocation, shift rosters, and service coverage aligned with Australian business hours and public holidays.
• Partner with Australia: Coordinate closely with Australian operations, account management, functional leaders, and support teams on priorities, transitions, escalations, and service improvements.
• Scale New Functions: Validate future workforce requirements and support the stand-up of bid and tender support, expanded help desk services, project coordination, and broader shared services.
• Resolve & Improve: Manage operational issues, escalations, and service recovery while using data and reporting to identify trends and drive continuous improvement.
• Strengthen Process & Quality: Maintain SOPs, workflows, and operational documentation, and support quality, safety, compliance, risk-management, mobilisation, and change initiatives.
• Develop People: Coach team members, support onboarding, contribute to interviews and selection, and build a culture of accountability, productivity, and retention.
• Ensure Local Compliance: Maintain compliance with Philippines labour law and statutory requirements, including DOLE regulations, SSS, PhilHealth, Pag-IBIG, 13th-month pay, and applicable night-differential pay.
• Own Office Readiness: Maintain facility, IT, information-security, workstation, business-continuity, power, and connectivity readiness for the offshore operation.
• Manage External Partners: Oversee the day-to-day relationship with the satellite-office or Employer of Record vendor, including service levels, cost transparency, and contractual obligations.
• Report to Management: Provide clear operational reporting, insights, and recommendations while protecting Australian finance, credit, and accounts-payable data handled offshore.

Skills

operational KPIs

SLAs

Australian client base

shared-services

BPO

offshore operations

workforce-planning

stakeholder-management

analytical

problem-solving

process-improvement

hands-on leadership

English communication

Education

Bachelor’s degree in Business, Operations, Management, or a related field

Job description

hammerjack is seeking an experienced AU Operations Manager to lead a Philippines-based offshore team supporting Australian facility services operations. You will establish an operating cadence across finance, customer service, IT/help desk, and administration, ensuring clear ownership and consistent standards.

This role focuses on scalable growth: onboarding, knowledge transfer, KPI reporting, and collaboration with Australian stakeholders.