Operations Manager

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

Build the team. Set the standard. Shape what comes next. We’re looking for an experienced Operations Manager to lead a growing Philippines-based team supporting a well-established Australian facility services provider. If you thrive on creating structure, lifting performance, and turning a new operation into a trusted business partner, this is your opportunity to make a lasting impact.

Work Setup: Hybrid in Makati, aligned with Australian business hours

You’ll support a privately owned Australian facility services provider with 40+ years in the market, 4,000+ employees, and more than 180 active contracts across government, education, healthcare, commercial property, retail, and industrial sites. The business is known for long-standing client partnerships, a strong safety culture, continuous innovation, and a commitment to achieve net zero by 2040.

Role Overview

As Operations Manager, you’ll be the local leadership anchor for a growing Philippines-based team—bringing together people, processes, performance, and service delivery. You’ll lead approximately 9–10 team members across finance and credit, customer service coordination, accounts payable, IT help desk, and administration, while partnering with Australian stakeholders to build a reliable, scalable offshore operation.

Key Responsibilities

• Lead the Operation: Oversee day-to-day service delivery across finance, customer service, IT/help desk, and administration.

• Build the Team: Support recruitment, onboarding, knowledge transfer, and the launch of new offshore capabilities.

• Set the Rhythm: Create clear ownership, operating cadences, targets, reporting, and follow-through.

• Lift Performance: Track KPIs, SLAs, productivity, quality, and customer satisfaction, acting quickly on issues and trends.

• Connect the Teams: Keep local and Australian stakeholders aligned on priorities, risks, resources, and service outcomes.

• Plan for Growth: Shape workforce requirements, shift coverage, resource allocation, and future shared-service functions.

• Solve and Improve: Lead escalations, service recovery, process optimisation, and continuous improvement.

• Keep Standards Strong: Maintain SOPs, documentation, quality controls, safety, compliance, and business continuity.

• Coach for Success: Set clear expectations, develop team capability, and build a positive, accountable culture.

• Run a Ready Office: Coordinate facilities, IT, information security, seat planning, connectivity, and contingency arrangements.

• Manage Local Compliance: Meet Philippine labour and statutory requirements, including DOLE, SSS, PhilHealth, Pag-IBIG, 13th-month pay, and night differential.

• Report with Clarity: Give leadership concise operational updates, practical recommendations, and forward-looking insights.

Skills & Experience

• 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.

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.