People Operations Lead & Coach

Outsource Accelerator; Pasig; On-site; PHP 446,000 - 725,000; Full time

Job summary

Outsource Accelerator in the Philippines is seeking an Operations Support Specialist to manage OA's people obligations across a portfolio of co-managed and non-co-managed employees. The role includes coaching, KPI oversight, and employer-of-record duties.

You will document coaching sessions, approve timekeeping, attend client calls with the Associate Director of Operations, and progressively take on independent client account management as trust grows.

Qualifications

• Minimum 2 years as a Team Leader or supervisor in a BPO or outsourcing environment.
• Experience coaching and providing feedback, or performance management.
• Experience with coaching documentation, incident reports, or compliance records.
• Strong process documentation skills with ability to create step-by-step procedures.
• Excellent written and verbal communication in English.
• Proficiency in Google Workspace and MS Office.
• Highly organized with ability to manage documentation across a high-volume portfolio.
• Comfortable navigating ambiguity and varied client expectations.

Responsibilities

• Serve as the named primary OA contact for all assigned employees.
• For NCM employees: translate client feedback into documented coaching and action plans.
• For co-managed employees: drive proactive coaching and KPI management on OA's behalf.
• Issue and monitor employee action plans; track progress and update records.
• Review and approve timekeeping in GreatDay; monitor attendance and discrepancies.
• Attend client account calls alongside the AD of Operations.
• Document coaching sessions and maintain employee records per OA standards.
• Build and maintain the operations process library; ensure accuracy and version control.
• Submit a structured weekly summary covering tasks, progress, blockers.
• Escalate performance concerns to HR as needed.

Skills

Team leadership

Employee coaching

Performance management

Documentation skills

English communication

Google Workspace

MS Office

Organization

Tools

GreatDay

HRIS

Job description

Outsource Accelerator in the Philippines is seeking an Operations Support Specialist to manage OA's people obligations across a portfolio of co-managed and non-co-managed employees. The role includes coaching, KPI oversight, and employer-of-record duties.

You will document coaching sessions, approve timekeeping, attend client calls with the Associate Director of Operations, and progressively take on independent client account management as trust grows.