People Operations Coach & Process Lead

Outsource Accelerator; Pasig; On-site; PHP 335,000 - 670,000; Full time

Job summary

Outsource Accelerator in the Philippines seeks an Operations Support Specialist to manage OA's people obligations across co-managed and non-co-managed employees, including employer-of-record duties and coaching sessions. You will attend client calls, document coaching, maintain records, and build an operations library while coordinating with HR and leadership.

The role emphasizes proactive coaching, KPI management, timekeeping oversight, and clear process documentation.

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.
• Issue and monitor employee action plans; track progress and update documentation on an ongoing basis.
• Address employee concerns and escalate 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.
• 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.
• 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.
• 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.
• Submit a structured weekly summary every Friday covering: tasks completed,documentation progress, outstanding items, blockers, and operational observations relevant to 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

Team Leadership

Employee Coaching

Performance Management

Documentation Skills

English Communication

Organizational Skills

Tools

Google Workspace

Microsoft Office

Job description

Outsource Accelerator in the Philippines seeks an Operations Support Specialist to manage OA's people obligations across co-managed and non-co-managed employees, including employer-of-record duties and coaching sessions. You will attend client calls, document coaching, maintain records, and build an operations library while coordinating with HR and leadership.

The role emphasizes proactive coaching, KPI management, timekeeping oversight, and clear process documentation.