Operations Manager

GoTeam; Cebu City; Hybrid; PHP 711,000 - 852,000; Full time

Benefits offered by this job

Laptop + second monitor

HMO with dependents

Life insurance ₱1M

Wellness programs

Salary loan access

Employee discounts

AI Certification program

Job summary

GoTeam in Cebu, Philippines is seeking an Operations Manager to lead two connected service functions: a rapid-response payroll support team and a centralized payroll operations group. You’ll own staffing, performance, and quality, using data to drive coaching and improvements.

You’ll start onsite for the first two months, then move to a hybrid schedule (3 days in-office, 2 days work-from-home), with a path to full remote work after six months. Up to ₱70,000.

Qualifications

• 3+ years of payroll processing or payroll customer service experience.
• 3+ years of experience in a high-volume call center or contact center environment.
• 2+ years of direct people management or supervisory experience.
• Solid working 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 payroll specialists across rapid-response and centralized payroll operations.
• Set clear performance expectations for productivity, accuracy, quality, and schedule adherence.
• Conduct regular one-on-ones, coaching sessions, 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 both teams and monitor metrics.
• Ensure tasks are completed within turnaround times and escalate issues as needed.
• Drive continuous improvement with data, dashboards, and root-cause analysis.

Skills

Payroll processing

Call center leadership

People management

Payroll reporting

Service level management

CRM platforms

Education

Business/HR/Accounting degree

Tools

Salesforce

UJet

Job description

Operations Manager (Up to ₱70,000 | Hybrid | FREE AI Certification)

Cebu, Philippines | 8:00 PM – 5:00 AM PHT | Monday to Friday

Are you a payroll or call center leader who thrives on turning high-volume, fast-paced operations into smooth, well-run teams? We're looking for an Operations Manager to lead two connected service functions — a rapid-response team that resolves client questions on the first contact, and a centralized operations team that keeps standardized payroll tasks moving accurately and on time.

In this role, you own staffing, performance, and quality across both teams, using data to spot trends, coach your people, and continuously raise the bar on service. You'll start onsite for the first two months to build strong working relationships with your team, then move into 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.

YOU'RE LIKELY A STRONG FIT IF YOU HAVE

• 3+ years of payroll processing or payroll customer service experience

• 3+ years of experience in a high-volume call center or contact center environment

• 2+ years of direct people management or supervisory experience

• Solid working 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

STRONG SIGNALS

• Associate's or bachelor's degree in business, HR, accounting, or a related field

• Experience managing both client-facing and back-office operational teams

• Hands-on experience with Salesforce, UJet, or similar case-management platforms

• Background in workforce management, including forecasting, scheduling, and capacity planning

• Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)

• Lean, Six Sigma, or process-improvement experience

RESPONSIBILITY PILLARS

Team Leadership and Development

You lead, coach, and develop a team of payroll specialists across both the rapid-response and centralized operations functions.

• You set clear performance expectations for productivity, accuracy, quality, and schedule adherence

• You conduct regular one-on-ones, coaching sessions, and performance reviews

• You identify skill gaps and partner with training teams to close them

• You support hiring, onboarding, and succession planning for the team

Service Operations Management

You own the day-to-day performance of both the rapid-response support team and the centralized payroll operations team.

• You manage staffing, scheduling, and workload distribution across both functions

• You monitor call and case metrics, including service level, handle time, turnaround, and accuracy

• You ensure standardized tasks are completed accurately and within established turnaround times

• You support escalated client concerns and help de-escalate urgent situations

Performance, Quality, and Process Improvement

You use data to drive continuous improvement across both service functions.

• You build and maintain dashboards, scorecards, and recurring performance reviews

• You conduct root-cause analysis on errors, missed service levels, or backlogs, and execute corrective action plans

• You identify opportunities to standardize, simplify, or automate work

• You partner with Workforce Management, Training, Product, and other teams on process changes

ABOUT THE CLIENT

Our client is a U.S.-based, publicly traded provider of cloud-based payroll and HR technology solutions, serving businesses across the United States. They're known for helping companies simplify payroll, compliance, and workforce management through a combination of software and outsourced service delivery.

ABOUT GOTEAM

GoTeam is a people-first outsourcing company that connects Filipino professionals with global career opportunities. We provide long-term roles, competitive benefits, career development support, and access to AI upskilling through Project 100K – AI Certification for the Philippines.

At GoTeam, you are not just applying for a job. You are joining a community built around growth, purpose, wellness, and future-ready work.

Benefits of GOTEAM

Accelerate Your Personal Growth

• Company-provided laptop + second monitor

• Industry-best HMO for 1 dependent + extended dependents (₱300,000 coverage, private room, ₱10,000 meds reimbursement)

• Option to enroll up to 4 additional dependents via salary deduction

• ₱1M life insurance coverage

• Membership in GoTeam Sports Club, Yoga, and Wellness Programs

Unlock Your Possibility

• Prorated 5 days Vacation Leave + 5 days Sick Leave upon regularization

• 5 Service Incentive Leave (SIL) days upon first work anniversary (convertible to cash if unused)

• Salary loan access (post-regularization)

• Employee discounts, raffles, and Day-1 welcome gift

• Opportunity to win a trip to Bali through company programs

Live Your Purpose

• Join GoTeam Cares volunteer programs

• ₱10,000 referral bonus + opportunity to win a trip to Bali

• Monthly gratitude events, team dinners, and leadership talks

Your Family's Benefits

• 24/7 financial, legal, and counseling support (up to 4 family members)

• Free telemedicine consultations

• Virtual family events and prize opportunities

Go Beyond Employment: Build a Future-Proof Career

We're calling on 100,000 Filipino professionals to lead the AI revolution.