OPERATIONS SUPPORT SPECIALIST

Outsource Accelerator; Pasig; On-site; PHP 446,400 - 691,920; Full time

Job summary

Outsource Accelerator is seeking an Operations Support Specialist to manage a portfolio of employees, provide coaching and performance management, and ensure timekeeping and records compliance. You will document coaching sessions, support HR processes, and participate in client calls alongside leadership for process improvement.

You will maintain the operations process library, build strong relationships with account teams, and progressively take on independent client interactions as familiarity

Qualifications

• Minimum 2 years as a Team Leader or in a supervisory role within a BPO or outsourcing environment.
• Demonstrated experience in employee coaching, feedback delivery, or performance management.
• Demonstrated experience with coaching documentation, incident reports, or employee compliance records.
• Strong process documentation skills - able to write clear, accurate, step-by-step procedures from scratch without supervision.
• Excellent written and verbal communication skills in English.
• High proficiency in Google Workspace (Docs, Sheets, Drive) and Microsoft Office.
• Highly organized; proven ability to manage documentation across a high-volume portfolio.
• Comfortable managing ambiguity and navigating varied client expectations.

Responsibilities

• Serve as the named primary OA contact for all assigned employees.
• For NCM employees: conduct coaching sessions based on feedback from client calls (monthly or bi-weekly); translate client input into documented coaching and action plans.
• For co-managed employees: drive proactive coaching and KPI management on OA's behalf; initiate performance discussions based on OA observations, not only client-initiated feedback.
• Issue and monitor employee action plans; track progress and update documentation on an ongoing basis.
• Address employee concerns and escalated issues requiring HR or AD-level involvement.
• Review and approve timekeeping records in GreatDay on a daily or weekly basis.
• Monitor attendance patterns and flag anomalies; coordinate discrepancies with HR and Payroll.
• Ensure timekeeping compliance across the full assigned portfolio.
• Client Feedback & Account Coordination
• Receive and process client feedback for assigned accounts; translate into employee coaching inputs.
• Attend client account calls alongside the AD of Operations.
• Build familiarity with each account's context, expectations, and relationship history.
• Long-term path: Lead client calls independently for assigned accounts as trust and familiarity develop.
• Documentation & Records Management
• Document all coaching sessions, feedback discussions, and action plan milestones per session and on an ongoing basis.
• Maintain employee records in accordance with OA standards; support HR with compliance documentation.
• Process Documentation & Library Management
• Build, own, and maintain the operations process library as a living resource, responsible for accuracy, version control, and identifying gaps.
• Document all recurring operational processes in a clear, step-by-step format accessible to all team members.
• Complete new process documentation within one week of assignment.
• Store all documents in the shared OA drive, properly labeled and version-controlled.
• Support the AD of Operations in developing and structuring new process documentation as required.
• Reporting
• Submit a structured weekly summary every Friday covering: tasks completed,documentation progress, outstanding items, blockers, and operationalobservations relevant to leadership.
• Coordination with HR & Operations Leadership
• Collaborate with HR on onboarding, offboarding, and employee life-cycle events for the assigned portfolio.
• Escalate performance concerns or behavioral issues requiring formal HR action.
• Support the AD of Operations on cross-functional and compliance-related initiatives.

Skills

Coaching & feedback

Performance management

Documentation

English communication

Organizational skills

Ambiguity navigation

Tools

Google Workspace

Microsoft Office

Job description

Role Overview

The Operations Support Specialist manages OA's people obligations across a definedportfolio of co-managed and non-co-managed employees. For co-managedemployees, the specialist drives direct people and KPI management (proactivecoaching, performance monitoring, and outcome tracking) alongside OA's employer-of-record duties. For non-co-managed employees, the specialist fulfills OA's employer-of-record role: conducting coaching sessions based on client feedback received duringmonthly or bi-weekly calls, documenting these sessions and any action plans, andapproving timekeeping records. The specialist attends client account calls alongside theAssociate Director of Operations, with a defined path toward independent client accountmanagement over time.

Key Responsibilities

Employee Relations & Coaching

• Serve as the named primary OA contact for all assigned employees.
• For NCM employees: conduct coaching sessions based on feedback from client calls (monthly or bi-weekly); translate client input into documented coaching and action plans.
• For co-managed employees: drive proactive coaching and KPI management on OA's behalf; initiate performance discussions based on OA observations, not only client-initiated feedback.
• Issue and monitor employee action plans; track progress and update documentation on an ongoing basis.
• Address employee concerns and escalated issues requiring HR or AD-level involvement.

Timekeeping & Attendance Management

• Review and approve timekeeping records in GreatDay on a daily or weekly basis.
• Monitor attendance patterns and flag anomalies; coordinate discrepancies with HR and Payroll.
• Ensure timekeeping compliance across the full assigned portfolio.
• Client Feedback & Account Coordination
• Receive and process client feedback for assigned accounts; translate into employee coaching inputs.
• Attend client account calls alongside the AD of Operations.
• Build familiarity with each account's context, expectations, and relationship history.
• Long-term path: Lead client calls independently for assigned accounts as trust and familiarity develop.

Documentation & Records Management

• Document all coaching sessions, feedback discussions, and action plan milestones per session and on an ongoing basis.
• Maintain employee records in accordance with OA standards; support HR with compliance documentation.

Process Documentation & Library Management

• Build, own, and maintain the operations process library as a living resource, responsible for accuracy, version control, and identifying gaps.
• Document all recurring operational processes in a clear, step-by-step format accessible to all team members.
• Complete new process documentation within one week of assignment.
• Store all documents in the shared OA drive, properly labeled and version-controlled.
• Support the AD of Operations in developing and structuring new process documentation as required.

Reporting

• Submit a structured weekly summary every Friday covering: tasks completed,documentation progress, outstanding items, blockers, and operationalobservations relevant to leadership.

Coordination with HR & Operations Leadership

• Collaborate with HR on onboarding, offboarding, and employee life-cycle events for the assigned portfolio.
• Escalate performance concerns or behavioral issues requiring formal HR action.
• Support the AD of Operations on cross-functional and compliance-related initiatives.

Qualifications

Required

• Minimum 2 years as a Team Leader or in a supervisory role within a BPO or outsourcing environment.
• Demonstrated experience in employee coaching, feedback delivery, or performance management.
• Demonstrated experience with coaching documentation, incident reports, or employee compliance records.
• Strong process documentation skills - able to write clear, accurate, step-by-step procedures from scratch without supervision.
• Excellent written and verbal communication skills in English.
• High proficiency in Google Workspace (Docs, Sheets, Drive) and Microsoft Office.
• Highly organized; proven ability to manage documentation across a high-volume portfolio.
• Comfortable managing ambiguity and navigating varied client expectations.

Preferred

• Experience with timekeeping or HRIS platforms (GreatDay or equivalent).
• Exposure to client-facing responsibilities or account coordination.
• Familiarity with Philippine labor law fundamentals.
• Track record of independent communication with client stakeholders.

Reporting Structure

• Reports directly to the Associate Director of Operations.
• Carries direct employee ownership of up to 60 employees (NCM and/or co-managed depending on portfolio assignment).
• The AD of Operations serves as second-level manager for all escalations and final employment decisions.

Work Arrangement

• Full-time onsite