Payroll & Service Ops Leader | Hybrid + Free AI Cert

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 711,000 - 852,000; Full time

Benefits offered by this job

Laptop + second monitor

HMO (dependent coverage)

Life insurance

Wellness programs

Job summary

GoTeam in Cebu, Philippines, is seeking an Operations Manager to lead two payroll and service functions. The role starts onsite for two months, then transitions to hybrid work (3 days in office, 2 days remote).

You’ll own staffing, performance, and quality across teams and use data to drive improvements. The ideal candidate has 3+ years in payroll or payroll support, 3+ years in a high-volume call center, and 2+ years in people management.

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, coach, and develop a team of 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, staffing, scheduling, and workload distribution across both functions.
• Monitor call and case metrics, including service levels, handle time, turnaround, and accuracy.
• Ensure standardized tasks are completed accurately within turnaround times.

Skills

Payroll processing

Payroll customer service

Call center operations

People management

CRM systems

Case-management platforms

Salesforce

UJet

Workforce management

Forecasting & scheduling

Quality standards

Education

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

Tools

Salesforce

UJet

Job description

GoTeam in Cebu, Philippines, is seeking an Operations Manager to lead two payroll and service functions. The role starts onsite for two months, then transitions to hybrid work (3 days in office, 2 days remote).

You’ll own staffing, performance, and quality across teams and use data to drive improvements. The ideal candidate has 3+ years in payroll or payroll support, 3+ years in a high-volume call center, and 2+ years in people management.