Offshore Operations Manager — Philippines

Hammerjack Pty. Ltd. Philippine Branch Office; Philippines; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Hybrid options

Modern offices

Barista coffee

Complimentary meals

Health coverage

Job summary

Hammerjack Pty. Ltd. Philippine Branch Office is seeking an experienced Operations Manager to lead a growing Philippines-based team supporting a well-established Australian facility services provider. Hybrid in Makati, aligned with Australian business hours.

You will oversee a 9–10 person multi-functional team across finance, customer service coordination, accounts payable, IT help desk, and administration, working with Australian stakeholders to build a scalable offshore operation.

Qualifications

• Bachelor’s degree in Business, Operations, Management, or a related field.
• 5–10+ years in operations, service delivery, shared services, or a comparable leadership environment.
• At least 3 years supporting Australian clients in a BPO, shared-services, or offshore setting.
• Proven success leading multi-functional teams and improving KPIs, service quality, productivity, and retention.
• Working knowledge of Philippine labour law and statutory requirements.
• Strong stakeholder management, written and verbal English communication, and client-service skills.
• Sharp analytical, problem-solving, process-improvement, and performance-management capability.
• Experience in BPO, facilities management, property services, or another service-based industry is highly desirable.
• Experience managing a satellite office or EOR vendor relationship is a strong advantage.

Responsibilities

• Oversee day-to-day service delivery across finance, customer service, IT/help desk, and administration.
• Support recruitment, onboarding, knowledge transfer, and launch of new offshore capabilities.
• Create clear ownership, operating cadences, targets, reporting, and follow-through.
• Track KPIs, SLAs, productivity, quality, and customer satisfaction, and act on trends.
• Keep local and Australian stakeholders aligned on priorities, risks, resources and outcomes.
• Shape workforce requirements, shift coverage, resource allocation, and future shared-service functions.
• Lead escalations, service recovery, process optimisation, and continuous improvement.
• Maintain SOPs, documentation, quality controls, safety, compliance, and business continuity.
• Set clear expectations, develop team capability, and build a positive, accountable culture.
• Coordinate facilities, IT, information security, seat planning, connectivity, and contingency arrangements.
• Meet Philippine labour and statutory requirements (DOLE, SSS, PhilHealth, Pag-IBIG, 13th-month pay, night diff).
• Provide leadership updates with practical recommendations and forward-looking insights.

Skills

Operations leadership

BPO experience

Australian clients

KPI improvement

Stakeholder management

English proficiency

Process improvement

Labour law

Satellite office

Education

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

Job description

Hammerjack Pty. Ltd. Philippine Branch Office is seeking an experienced Operations Manager to lead a growing Philippines-based team supporting a well-established Australian facility services provider. Hybrid in Makati, aligned with Australian business hours.

You will oversee a 9–10 person multi-functional team across finance, customer service coordination, accounts payable, IT help desk, and administration, working with Australian stakeholders to build a scalable offshore operation.