PH Country Head - AU Facility Services

Level Up Talent Solutions; Makati; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

Level Up Talent Solutions is seeking a Lean-Pro PH Country Head - AU Facility Services to lead a growing Philippines-based offshore team supporting Australian facility services operations. The role covers day-to-day leadership of service delivery, workforce planning, performance, and shared services.

The ideal candidate brings hands-on operations leadership in BPO or offshore settings, ability to scale teams, manage KPIs, and drive continuous improvement in a fast-paced environment.

Qualifications

• Bachelor’s degree in Business, Operations, Management or related field.
• 5–10 years in operations, service delivery, or shared services leadership.
• Proven experience managing KPIs, SLAs, productivity, and quality.
• Experience supporting Australian clients in BPO/offshore settings.
• Knowledge of Australian business hours and escalation practices.
• Knowledge of Philippine labour law and compliance.

Responsibilities

• Lead day-to-day operations of the Philippines-based offshore team.
• Oversee service delivery across finance, CS, IT help desk, administration.
• Build offshore capability including onboarding and knowledge transfer.
• Establish cadences, reporting, KPI/SLA visibility and accountability.
• Manage workforce planning, scheduling, and coverage aligned with Australian hours.
• Coordinate with Australian operations and support teams on priorities.
• Support expansion of future functions including bid/tender support.
• Maintain SOPs, workflows, and process standards.
• Ensure compliance with DOLE regulations and local labour requirements.
• Coach team members and build a culture of accountability.

Skills

Leadership

Ops leadership

KPIs SLAs

Stakeholder mgmt

Process improvement

Team building

English comms

Education

Bachelor’s degree in Business/Operations/Management

Job description

Makati City, Philippines | Posted on 10/12/2026

• Industry Employment - Recruiting - Staffing
• Salary To be confirmed
• Country Philippines

About Us

At Level Up Talent Solutions, we believe great work starts with feeling supported, trusted, and valued.

We are a people-focused talent company that connects skilled professionals with meaningful long-term opportunities. Our goal is to create an environment where you can do your best work, continue growing, and feel confident in the role you play within a team.

When you join Level Up Talent Solutions , you are not just filling a position. You are becoming part of a community that values clear communication, consistency, and mutual respect. We work closely with you to understand your strengths, your experience, and the type of work environment where you can thrive.

We support our talents through structured onboarding, ongoing guidance, and realistic expectations. You will always know what success looks like and who to turn to when you need support. We believe that when talents feel aligned and empowered, everyone succeeds.

At Level Up Talent Solutions, growth is not only about skills. It is about confidence, stability, and building a career you can be proud of.

We are here to help you level up.

Job Description

Level Up Talent Solutions is looking for a Lean-Pro PH Country Head - AU Facility Services to lead a growing Philippines-based offshore team supporting Australian facility services operations.

This role will provide day-to-day leadership across service delivery, workforce planning, performance management, process improvement, and shared services operations. The PH Country Head will help establish and scale the local team, ensure operational standards are met, and serve as a key coordination point between the Philippines team, Australian stakeholders, and external partners.

The ideal candidate is a hands-on operations leader with strong experience in shared services, BPO, offshore operations, or service delivery. They should be comfortable leading a small but growing team, building structure from the ground up, managing KPIs and SLAs, and supporting continuous improvement in a fast-moving operational environment.

Responsibilities

• Lead day-to-day operations of the Philippines-based offshore team supporting Australian facility services operations
  
• Oversee service delivery across finance, customer service, IT help desk, administration, and broader shared services functions
  
• Build and strengthen the offshore capability, including team onboarding, knowledge transfer, integration, and staged workforce growth
  
• Establish operating cadences, reporting routines, performance visibility, and accountability across KPIs, SLAs, productivity, quality, and customer satisfaction
  
• Manage workforce planning, scheduling, resource allocation, shift rosters, and service coverage aligned with Australian business hours and public holidays
  
• Coordinate closely with Australian operations, account management, functional leaders, and support teams on priorities, transitions, escalations, and service improvements
  
• Support the expansion of future functions, including bid and tender support, help desk services, project coordination, and broader shared services
  
• Manage operational issues, escalations, service recovery, and continuous improvement initiatives
  
• Use reports, data, and performance trends to identify gaps, recommend improvements, and strengthen service delivery
  
• Maintain SOPs, workflows, operational documentation, and process standards
  
• Support quality, safety, compliance, risk management, mobilisation, and change initiatives
  
• Coach team members, support onboarding, contribute to interviews and selection, and help build a culture of accountability, productivity, and retention
  
• Manage attrition proactively and support employee engagement within the offshore team
  
• Ensure local compliance with Philippine labour requirements, including DOLE regulations, SSS, PhilHealth, Pag-IBIG, 13th-month pay, and applicable night differential rules
  
• Maintain office readiness, including facility, IT, information security, workstations, business continuity, power, and connectivity requirements
  
• Manage the day-to-day relationship with satellite office or Employer of Record partners, including service levels, cost transparency, contractual obligations, and workforce support
  
• Provide clear operational reporting, insights, recommendations, and updates to management
  
• Protect and maintain confidentiality of Australian finance, credit, accounts payable, and operational data handled offshore
  

Requirements

• Bachelor’s degree in Business, Operations, Management, or a related field
  
• At least 5–10 years of experience in operations, service delivery, shared services, BPO, or a comparable leadership environment
  
• Proven experience managing teams, operational KPIs, SLAs, productivity, quality, and performance improvement initiatives
  
• Experience leading mixed support functions such as finance, accounts payable, customer service, IT help desk, administration, or shared services
  
• At least 3 years of experience supporting an Australian client base in a shared services, BPO, or offshore operations setting
  
• Working knowledge of Australian business hours, public holidays, service expectations, communication standards, and escalation practices
  
• Working knowledge of Philippine labour law and statutory compliance, including DOLE requirements, mandatory government contributions, 13th-month pay, and night differential rules
  
• Strong workforce planning, stakeholder management, analytical, problem-solving, and process improvement skills
  
• Excellent written and verbal English communication skills
  
• Able to lead a small but growing team while embedding standards, managing change, and building operational discipline
  
• Hands-on, adaptable, proactive, and comfortable building processes and service delivery structure from the ground up
  
• Strong sense of ownership, accountability, confidentiality, and operational professionalism
  

Nice to Have

• Experience in BPO, facilities management, property services, or another service-based industry
  
• Experience managing an Employer of Record, satellite office, or offshore vendor relationship
  
• Experience supporting Australian clients, accounts, or operations
  
• Experience scaling new offshore functions or building shared services teams from the ground up
  
• Experience managing staff attrition, employee engagement, and team performance in a BPO environment