Head of Operations - Offshore Support

hammerjack; Makati; Hybrid; PHP 2.400.000 - 4.200.000; Vollzeit

Benefits dieser Stelle

Hybrid options

Modern offices

Barista coffee

Weekly meals

Health coverage

Transparent salary

Career growth

Award-winning workplace

Global exposure

Zusammenfassung

hammerjack in the Philippines is seeking a Head of Operations - Offshore for an AU facility services client. You will lead day-to-day operations and grow a Philippines-based offshore team, aligned with Australian business hours.

You will manage cross-functional services including finance, customer service, IT help desk, and administration, ensuring quality, compliance, and continuous improvement while liaising with Australian stakeholders.

Qualifikationen

• 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 mixed support functions, including finance/accounts payable, customer service, IT help desk, and administration.
• 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 Philippine labour law and statutory compliance, including DOLE requirements, 13th-month pay, and night-differential pay.
• Experience in BPO, facilities management, or service-based industries is highly desirable.
• Experience managing an Employer of Record or satellite-office vendor relationships and staff attrition in a BPO environment.
• Strong workforce-planning, stakeholder-management, analytical, problem-solving, and process-improvement capabilities.
• Excellent written and verbal English communication skills.
• Hands-on, adaptable leadership style for a growing team.

Aufgaben

• Lead Daily Operations: Oversee service delivery across finance, customer service, IT help desk, and admin.
• Build the Offshore Capability: Establish and develop the Philippines team, onboarding and knowledge transfer.
• Set the Performance Rhythm: Establish operating cadences, reporting, and KPI visibility.
• Plan the Workforce: Manage scheduling, rosters, and coverage aligned with Australian hours.
• Partner with Australia: Coordinate with Australian operations and support teams on priorities.
• Scale New Functions: Stand up bid support, expanded help desk, project coordination, and shared services.
• Resolve and Improve: Manage issues, escalations, and service recovery with data-driven improvements.
• Strengthen Process and Quality: Maintain SOPs, workflows, compliance, risk-management.
• Develop People: Coach, onboarding, interviews, attrition management, culture building.
• Ensure Local Compliance: DOLE, SSS, PhilHealth, Pag-IBIG, 13th-month pay, night-differential pay.
• Own Office Readiness: Facility, IT, security, continuity, power, connectivity readiness.
• Manage External Partners: Vendor relationship management and SLAs.
• Report to Management: Operational reporting and recommendations while safeguarding offshore data.

Kenntnisse

Operations leadership

KPIs & SLAs

Team development

Australian client support

Workforce planning

Stakeholder management

Compliance knowledge

Process improvement

English communication

Change management

Ausbildung

Bachelor’s degree in Business/Operations/Management

Jobbeschreibung

Why you'll love this opportunity

• Experience the operation firsthand: Immerse yourself in our client’s Australian office and build strong relationships from day one.

• Build something that matters: Shape and grow a high-performing Philippines team while helping create an offshore capability with lasting impact.

• Join an award-winning culture: Thrive in hammerjack’s Great Place to Work–recognised environment, where our client’s office feels like an extension of ours.

• Enjoy a day-shift workplace: Work Australian business hours from our Makati office, with convenient onsite amenities designed for your day.
  

Work Set Up

Work Set Up: Full Onsite - hammerjack Makati Office; Alphaland Corporate Tower, Makati City

Role Overview

As the Head of Operations - Offshore Support for an AU Facility Services Client, you’ll provide day-to-day leadership for a Philippines-based offshore team supporting Australian facility services operations.

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 and Improve: Manage operational issues, escalations, and service recovery while using data and reporting to identify trends and drive continuous improvement.

• Strengthen Process and 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, manage attrition proactively, and build a culture of accountability, productivity, and retention.

• Ensure Local Compliance: Maintain compliance with Philippine 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, contractual obligations, and workforce support.

• 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 mixed support functions, including finance/accounts payable, customer service, IT help desk, and administration.

• 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 Philippine 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 an Employer of Record or satellite-office vendor relationship and staff attrition in a BPO environment.

• 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 leading a small but growing team, embedding standards, and managing change.

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.