Operations Manager (AU)

Michael Page International Recruitment (Philippines) Inc; Makati; On-site; PHP 3,000,000 - 5,400,000; Full time

Job summary

Michael Page International Recruitment (Philippines) Inc is seeking an experienced Senior Operations Lead to drive the growth and scaling of a high-impact offshore support function. You will shape operational strategy, service delivery standards, and team development across multiple business support disciplines.

In this role you will lead day-to-day operations, oversee workforce planning and capability development, monitor KPIs and SLAs, manage escalations, and partner with international

Qualifications

• Experience supporting international stakeholders, particularly in Australian environments.
• Bachelor's degree in Business, Operations, Management, or related field.
• 5-10+ years in operations, service delivery, shared services, or BPO environments.
• Proven experience building, scaling, and leading operational teams.
• Strong background in workforce planning, service delivery management, and governance.
• Experience managing KPIs, SLAs, productivity metrics, and continuous improvement initiatives.
• Strong stakeholder management, communication, and relationship-building skills.
• Knowledge of Philippine employment regulations and compliance requirements.
• Demonstrated ability to lead change, drive performance, and manage growth.

Responsibilities

• Lead the day-to-day operations of a growing offshore support function.
• Build, scale, and develop high-performing teams across multiple business support disciplines.
• Establish operational frameworks, governance structures, and service delivery standards.
• Drive workforce planning, resource allocation, recruitment, onboarding, and capability development.
• Monitor and improve KPIs, SLAs, productivity, quality, and customer service outcomes.
• Partner with international stakeholders to support operational priorities and business growth initiatives.
• Manage service escalations, operational risks, and issue resolution activities.
• Identify and implement process improvement opportunities to enhance efficiency and performance.
• Maintain operational documentation, compliance standards, and reporting frameworks.
• Provide regular business insights, performance analysis, and recommendations to senior leadership.

Skills

Stakeholder mgmt

Leadership

Operations mgmt

Process improvement

KPI tracking

Team building

Communication

Change management

Education

Bachelor's degree in Business/Operations/Management

Job description

• Lead the growth and scaling of a high-impact offshore operation.
• Shape operational strategy, service delivery, and team development.

About Our Client

Our client is a growing international organisation operating within a service-based industry with a strong focus on operational excellence and customer outcomes. Supporting a large-scale workforce and diverse business functions, the organisation is investing in expanding its offshore capability to enhance service delivery, efficiency, and scalability.

Job Description

• Lead the day-to-day operations of a growing offshore support function.
• Build, scale, and develop high-performing teams across multiple business support disciplines.
• Establish operational frameworks, governance structures, and service delivery standards.
• Drive workforce planning, resource allocation, recruitment, onboarding, and capability development.
• Monitor and improve KPIs, SLAs, productivity, quality, and customer service outcomes.
• Partner with international stakeholders to support operational priorities and business growth initiatives.
• Manage service escalations, operational risks, and issue resolution activities.
• Identify and implement process improvement opportunities to enhance efficiency and performance.
• Maintain operational documentation, compliance standards, and reporting frameworks.
• Provide regular business insights, performance analysis, and recommendations to senior leadership.

The Successful Applicant

• Exposure to supporting international stakeholders, particularly within Australian business environments.
• Bachelor's degree in Business, Operations, Management, or a related field.
• 5-10+ years of experience in operations, service delivery, shared services, or business process outsourcing environments.
• Proven experience building, scaling, and leading operational teams.
• Strong background in workforce planning, service delivery management, and operational governance.
• Experience managing KPIs, SLAs, productivity metrics, and continuous improvement initiatives.
• Strong stakeholder management, communication, and relationship-building skills.
• Working knowledge of Philippine employment regulations and compliance requirements.
• Demonstrated ability to lead change, drive performance, and manage operational growth.
• Hands-on leadership style with strong analytical and problem-solving capabilities.

What's on Offer

• Opportunity to build and scale a high-impact offshore operation.
• Significant exposure to international stakeholders and senior leadership.