BPO Operations Manager

MicroSourcing; Philippines; On-site; PHP 2,008,800 - 2,678,400; Full time

Benefits offered by this job

Above-market pay

Healthcare from day one

Paid time-off with cash-out

Group life insurance

Performance bonuses

Company events

Flexible work arrangements

Job summary

MicroSourcing is seeking an experienced BPO Operations Manager to lead offshore teams across Manila and Clark, ensuring SLAs, KPIs, and quality standards are met. The role coordinates Australia‑Philippines workflows, drives process improvements, and maintains strong stakeholder relationships in a hybrid setup.

The position emphasizes leadership in offshore delivery, risk management, and continuous improvement within a dynamic BPO environment.

Qualifications

• Provide day‑to‑day leadership and oversight of Stellar‑dedicated personnel across Manila and Clark
• Set clear performance expectations, KPIs, and service standards aligned to Australian business needs
• Monitor individual and team performance, addressing underperformance proactively with the BPO provider
• Drive a high‑performance culture focused on accuracy, responsiveness, and accountability
• Act as the primary relationship manager with the BPO provider
• Ensure contractual service levels (SLAs/KPIs) are met and exceeded
• Lead regular performance reviews, service reviews, and governance meetings with the BPO
• Escalate and resolve service delivery issues, resourcing gaps, and quality concerns
• Oversee quality and consistency of offshore outputs (e.g., recruitment support, HR admin, compliance, reporting)
• Implement quality assurance frameworks, including regular audits and feedback loops
• Ensure outputs meet Australian compliance standards and internal expectations
• Drive continuous improvement in accuracy, turnaround times, and service delivery
• Coordinate workflow between Australian stakeholders and offshore teams for prioritisation and delivery
• Manage resource allocation across Manila and Clark based on demand and business priorities
• Anticipate capacity constraints and scale resources as required with the BPO
• Ensure effective handovers across time zones
• Act as central point of contact for Australian leadership and operational teams engaging with offshore resources
• Ensure clear communication of priorities, expectations, and feedback between regions
• Build strong relationships with internal stakeholders to drive adoption and effective utilisation of offshore capability
• Manage stakeholder expectations around delivery timelines and outputs
• Identify opportunities to improve processes, standardise workflows, and increase efficiency
• Drive implementation of best‑practice offshore delivery models
• Work with Australian teams to transition new processes or functions offshore where appropriate
• Support automation and system improvements to reduce manual workload
• Ensure offshore activities align with Australian legal, regulatory, and internal compliance requirements
• Monitor adherence to documented processes, particularly in high‑risk areas (e.g., HR compliance, payroll inputs, documentation)
• Escalate risks or non‑compliance issues promptly to Australian leadership
• Support audit readiness across all offshore‑delivered functions
• Act as the cultural bridge between Stellar and offshore teams to ensure alignment with company values and expectations
• Drive engagement initiatives to improve retention and performance of Stellar‑dedicated staff
• Provide coaching and development support to high‑potential team members
• Influence the BPO to prioritise and retain top‑performing resources
• Develop and deliver regular reporting on offshore performance (KPIs, SLAs, productivity, quality metrics)
• Provide insights and recommendations to Australian leadership on improving offshore effectiveness
• Track cost efficiency and ROI of offshore operations

Responsibilities

• Offshore Team Leadership & Performance Management
• BPO Vendor Management & Governance
• Service Delivery & Quality Assurance
• Workflow Coordination & Capacity Planning
• Stakeholder Management (Australia–Philippines)
• Process Optimisation & Continuous Improvement
• Compliance & Risk Management
• Culture, Engagement & Retention (within BPO environment)
• Reporting & Performance Insights

Skills

Leadership

Vendor Management

BPO Operations

Performance Management

Quality Assurance

Workflow Coordination

Stakeholder Management

Process Improvement

Compliance & Risk

Job description

BPO Operations Manager

Location: Eastwood, Quezon City
Work setup: Hybrid | Day shift

Why join MicroSourcing?

• Competitive Rewards: above‑market compensation, healthcare coverage on day one (plus dependents), paid time‑off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: positive and engaging work environment with company‑sponsored events and activities
• Work‑Life Harmony: flexible work arrangements that fit your balance
• Career Growth: continuous learning and career advancement opportunities
• Inclusive Teamwork: a culture that celebrates diversity and fosters inclusion

Accountabilities

Offshore Team Leadership & Performance Management

• Provide day‑to‑day leadership and oversight of all Stellar‑dedicated personnel across Manila and Clark
• Set clear performance expectations, KPIs, and service standards aligned to Australian business needs
• Monitor individual and team performance, addressing underperformance proactively with the BPO provider
• Drive a high‑performance culture focused on accuracy, responsiveness, and accountability

BPO Vendor Management & Governance

• Act as the primary relationship manager with the BPO provider
• Ensure contractual service levels (SLAs/KPIs) are met and exceeded
• Lead regular performance reviews, service reviews, and governance meetings with the BPO
• Escalate and resolve service delivery issues, resourcing gaps, and quality concerns

Service Delivery & Quality Assurance

• Oversee quality and consistency of offshore outputs (e.g., recruitment support, HR admin, compliance, reporting)
• Implement quality assurance frameworks, including regular audits and feedback loops
• Ensure outputs meet Australian compliance standards and internal expectations
• Drive continuous improvement in accuracy, turnaround times, and service delivery

Workflow Coordination & Capacity Planning

• Coordinate workflow between Australian stakeholders and offshore teams for clear prioritisation and delivery
• Manage resource allocation across Manila and Clark based on demand and business priorities
• Anticipate capacity constraints and scale resources as required with the BPO
• Ensure effective handovers across time zones

Stakeholder Management (Australia–Philippines)

• Act as central point of contact for Australian leadership and operational teams engaging with offshore resources
• Ensure clear communication of priorities, expectations, and feedback between regions
• Build strong relationships with internal stakeholders to drive adoption and effective utilisation of offshore capability
• Manage stakeholder expectations around delivery timelines and outputs

Process Optimisation & Continuous Improvement

• Identify opportunities to improve processes, standardise workflows, and increase efficiency
• Drive implementation of best‑practice offshore delivery models
• Work with Australian teams to transition new processes or functions offshore where appropriate
• Support automation and system improvements to reduce manual workload

Compliance & Risk Management

• Ensure offshore activities align with Australian legal, regulatory, and internal compliance requirements
• Monitor adherence to documented processes, particularly in high‑risk areas (e.g., HR compliance, payroll inputs, documentation)
• Escalate risks or non‑compliance issues promptly to Australian leadership
• Support audit readiness across all offshore‑delivered functions

Culture, Engagement & Retention (within BPO environment)

• Act as the cultural bridge between Stellar and offshore teams to ensure alignment with company values and expectations
• Drive engagement initiatives to improve retention and performance of Stellar‑dedicated staff
• Provide coaching and development support to high‑potential team members
• Influence the BPO to prioritise and retain top‑performing resources

Reporting & Performance Insights

• Develop and deliver regular reporting on offshore performance (KPIs, SLAs, productivity, quality metrics)
• Provide insights and recommendations to Australian leadership on improving offshore effectiveness
• Track cost efficiency and ROI of offshore operations

Core Competencies

Leadership & Strategic Thinking

• Understands and supports Stellar's vision, values and business objectives and recognises own work contributes to the achievement of Stellar's goals.
• Thinks and plans ahead.
• Questions existing processes and thinks innovatively for ways to enhance organisational systems and encourages others to do the same.
• Actively participates in decision making and incorporates the outcomes into work plans.
• Considers the team when contributing to decision making.

Communication

• Confidently presents message in a clear and concise manner.
• Communicates in an appropriate, concise and professional manner in all forms of communication.
• Tailors communication style and language to use the most appropriate form for the audience.
• Pays close attention when listening to others and checks own understanding of conversations and instructions.
• Picks up on non‑verbal cues when interacting with others and responds appropriately.
• Anticipates the key concerns of the audience and takes action to find a solution.
• Considers different points and views; incorporates them in own thinking and arguments.

Teamwork

• Actively pursues collaborative working relationships and partnerships and represents Stellar effectively to all stakeholders.
• Keeps team up‑to‑date with own tasks and projects.
• Seeks opportunities for learning, applies new knowledge and ideas and shares them with others.
• Builds rapport and cooperation within and across teams to produce effective outcomes.
• Treats people with respect and courtesy and takes time to listen to colleagues and appreciate/ respond to their needs and views.

Personal Drive & Integrity

• Demonstrates and promotes Stellar's values and code of conduct.
• Displays high ethical and professional standards and practices in all aspects of work and approaches work in a positive attitude and maintains personal health and well‑being.
• Enthusiastically accepts tasks and initiates action.
• Accepts responsibility for consequences of own behaviour, is aware of own impact on others and seeks guidance when required.
• Takes responsibility for achieving objectives and progressing work and is open to feedback.
• Seeks development options for self based on understanding of strengths, capabilities and weaknesses.

Customer Service

• Understands and supports Stellar's commitment to customer service.
• Asks questions to ensure accurate understanding of client and candidate expectations and uses this to provide solutions.
• Responds promptly to customer needs/requests and follows through on commitments.
• Strives to meet agreed timelines and deliver on promises and maintains quality of service despite time constraints.
• Seeks to understand and address service delivery issues promptly and implement effective solutions.

Prioritising and Planning

• Manages work and monitors progress against set priorities, shows initiative and proactively steps in and does what is required.
• Takes personal responsibility for meeting objectives and alerts supervisor if work is behind schedule.
• Creates and actively maintains plans and schedules and re‑organises if priorities change.
• Utilises resources available to ensure success.
• Develops plans for achieving individual KPIs.