Hybrid Payroll & Service Operations Manager

GoTeam; Manila; Hybrid; PHP 469,000 - 781,000; Full time

Benefits offered by this job

Laptop & monitor

HMO for 1 dependent

Life insurance

Wellness programs

Referral bonus

Trip to Bali incentive

Job summary

GoTeam is seeking an Operations Manager in Cebu, Philippines to lead two connected service functions — a rapid-response team and a centralized payroll operations team. You will own staffing, performance, and quality across both teams, using data to drive improvements.

Initially onsite for two months, then move to a hybrid schedule (3 days in-office, 2 days work-from-home), with the option to move to full remote work reviewed after six months.

Qualifications

• 3+ years in payroll processing or payroll customer service.
• 3+ years in high-volume call center or contact center.
• 2+ years of direct people management or supervision.
• Solid knowledge of payroll processing, calculations, deductions, and reporting.
• Experience managing service levels, schedules, workload distribution, and quality standards.
• Comfort using CRM, contact center, or case-management platforms.

Responsibilities

• Lead, coach, and develop payroll specialists across both functions.
• Set clear performance expectations for productivity, accuracy, quality, and schedule adherence.
• Conduct regular one-on-ones, coaching, and performance reviews.
• Identify skill gaps and partner with training teams to close them.
• Support hiring, onboarding, and succession planning for the team.
• Own day-to-day performance of rapid-response and centralized payroll teams.
• Manage staffing, scheduling, and workload distribution across both functions.
• Monitor metrics (service level, handle time, turnaround, accuracy).
• Ensure tasks are completed on time and escalate as needed.
• Use data to drive improvements; build dashboards and conduct root-cause analyses.
• Partner with Workforce Management, Training, Product, and others on process changes.

Skills

Payroll processing

Payroll customer service

Call center experience

People management

Service levels

CRM / case-management

Education

Associate's or Bachelor's degree in business/HR/accounting

Tools

Salesforce

UJet

Job description

GoTeam is seeking an Operations Manager in Cebu, Philippines to lead two connected service functions — a rapid-response team and a centralized payroll operations team. You will own staffing, performance, and quality across both teams, using data to drive improvements.

Initially onsite for two months, then move to a hybrid schedule (3 days in-office, 2 days work-from-home), with the option to move to full remote work reviewed after six months.