AU Operations Leader: Offshore Team Growth

hammerjack; Angeles; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work options across Makati &amp

Health coverage with dependents

Meals on site

Wellness & growth opportunities

Global client exposure

Job summary

hammerjack is seeking an AU Operations Manager based in the Philippines to lead a offshore team supporting Australian facility services. You will establish operating cadence across finance, customer service, IT/help desk, and administration, oversee service delivery, and drive continuous improvement while aligning with Australian stakeholders.

This role offers hybrid work across Pampanga and Makati, with opportunities to scale capabilities, recruit, and develop a high-performing team.

Qualifications

• Bachelor’s degree required in Business / Operations / Management.
• 5–10+ years in operations leadership or shared services.
• Experience with multi-functional support teams across finance, customer service, IT/help desk, and administration is advantageous.

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 development of the Philippines team, including onboarding, knowledge transfer, and staged 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 hours and holidays.
• Partner with Australia: Coordinate with Australian operations, account management, and support teams on priorities and improvements.
• Scale New Functions: Support stand-up of bid/tender, expanded help desk, project coordination, and broader shared services.
• Resolve & Improve: Manage issues, escalations, and service recovery using data to drive improvements.
• Strengthen Process & Quality: Maintain SOPs, workflows, and documentation; support safety, compliance, risk, and change initiatives.
• Develop People: Coach team members, support onboarding, participate in interviews, and foster accountability and retention.
• Ensure Local Compliance: Comply with Philippines labour law and DOLE requirements including 13th month pay and night-differentials.
• Own Office Readiness: Maintain facility, IT, information security, and business continuity readiness.
• Manage External Partners: Oversee relationships with Employer of Record/vendor for service levels and costs.
• Report to Management: Provide operational reporting and insights while protecting offshore data.

Skills

Operations leadership

KPIs & SLAs

Stakeholder management

Resource planning

Customer service excellence

Change management

Education

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

Job description

hammerjack is seeking an AU Operations Manager based in the Philippines to lead a offshore team supporting Australian facility services. You will establish operating cadence across finance, customer service, IT/help desk, and administration, oversee service delivery, and drive continuous improvement while aligning with Australian stakeholders.

This role offers hybrid work across Pampanga and Makati, with opportunities to scale capabilities, recruit, and develop a high-performing team.