Operations Manager

GoTeam

Manila

Hybrid

PHP 469,000 - 781,000

Full time

3 days ago

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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

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