People Operations & Coaching Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 720,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an Operations Support Specialist to manage OA's people obligations across a portfolio of employees, including co-managed and non-co-managed staff. The role emphasizes coaching, timekeeping review, and client-account coordination.

You will document coaching sessions, maintain records, support process documentation, and collaborate with HR and the Associate Director of Operations, with a clear path toward independent client account management.

Qualifications

• Minimum 2 years as a Team Leader or supervisor in a BPO/outsourcing environment.
• Experience in coaching, feedback delivery, or performance management.
• Experience with coaching documentation, incident reports, or employee compliance records.
• Strong documentation skills; write clear, step-by-step procedures from scratch.
• Excellent written and verbal English communication.
• Proficiency with Google Workspace and Microsoft Office.
• Highly organized; manage documentation across a high-volume portfolio.
• Comfortable handling ambiguity and varied client expectations.

Responsibilities

• Serve as the named primary OA contact for all assigned employees.
• For NCM employees: conduct coaching sessions from client feedback; document coaching & action plans.
• For co-managed employees: drive proactive coaching and KPI management; initiate performance discussions.
• Issue and monitor action plans; track progress and update documentation.
• Address employee concerns and escalate HR/AD-level issues.
• Review and approve timekeeping records in GreatDay daily/weekly.
• Monitor attendance; flag anomalies; coordinate with HR and Payroll.
• Receive and process client feedback; attend client calls with the AD of Operations.
• Build familiarity with each account's context; progress to leading client calls.
• Document coaching sessions and maintain records per OA standards.
• Store documents in shared OA drive with version control; ensure proper labeling.
• Support the AD of Operations in developing new process documentation.

Skills

Team Leadership

Employee Coaching

English Communication

Documentation Skills

Time Management

Tools

Google Workspace

Microsoft Office

GreatDay Timekeeping

Job description

Hammerjack Pty Ltd in the Philippines seeks an Operations Support Specialist to manage OA's people obligations across a portfolio of employees, including co-managed and non-co-managed staff. The role emphasizes coaching, timekeeping review, and client-account coordination.

You will document coaching sessions, maintain records, support process documentation, and collaborate with HR and the Associate Director of Operations, with a clear path toward independent client account management.