AU Operations Manager

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

Job Description

Build the team. Set the rhythm. Strengthen service delivery.

Work Set Up: Hybrid 2-3x a week onsite

to be revisited upon regularisation

Role Overview

As our AU Operations Manager, you’ll provide day-to-day leadership for a Philippines-based offshore team supporting Australian facility services operations.

You’ll establish a strong operating cadence across finance and credit, customer service, IT/help desk, and administration/shared services; oversee service delivery and workforce performance; coordinate knowledge transfer with Australian stakeholders; and build the processes, reporting, and team structure needed for sustainable growth.

As the operation expands, you’ll also help scope and launch new capabilities such as bid and tender support, project coordination, expanded help desk coverage, and broader shared services.

Key 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 & Experience

• 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.
• Proven 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.

What’s In It For You

• Flexibility that Fits: Hybrid options across Makati and Pampanga, on day shifts aligned with our Australian clients.
• Workspaces that Work: Modern offices built for focus, collaboration, and real productivity.
• Coffee and Good Company: Barista coffee on demand and a café bar to unwind after work.
• Meals on Us: Complimentary meals once a week on your on-site day.
• Covered from Day One: Health coverage with free dependent coverage, so you’re looked after from the start.
• Compensation You Can See: Transparent salary packages with direct client involvement.
• Room to Grow: Ongoing training and real opportunities to step into bigger roles.
• An Award-Winning Home: Join a team ranked 8th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.
• People Who Have Your Back: Work alongside reliable, easy-going people who care about doing great work.
• A Global Stage: Work directly with international clients and see how teams scale worldwide.

About Us

At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We’re proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.

Our Impact

Our people aren’t outsourced—they’re embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long‑term careers they’re proud of, across accounting, tech, admin, and marketing.