Senior Operations Manager

GoTeam; Cebu City; Hybrid; PHP 636,000 - 1,060,000; Full time

Benefits offered by this job

Laptop + second monitor

HMO for dependents

Life insurance ₱1M

Wellness programs

Dependent enrollment options

Job summary

GoTeam is recruiting an Senior Operations Manager, Payroll Operations to lead a payroll service floor in Cebu, Philippines, with hybrid work after an onsite ramp. The role focuses on developing leaders, owning floor performance, and ensuring seamless payroll processing for a US‑based client.

The candidate should bring extensive payroll, contact center, and people-management experience, plus familiarity with Salesforce/UJet and strong data-security practices.

Qualifications

• 3+ years payroll processing or payroll customer service experience
• 3+ years in a high-volume call center or contact center environment
• 5+ years of direct people-management, including 2+ years managing other managers
• Experience owning performance across multiple teams or an entire floor/site
• Working knowledge of payroll processing, deductions, direct deposit, and reporting deadlines
• Experience with Salesforce, UJet, or similar platform
• Understanding confidentiality, data security, identity verification, and fraud-prevention practices

Responsibilities

• Lead and develop the Operations Manager and Team Leaders across service functions
• Set floor-wide expectations for service, productivity, accuracy, and schedule adherence
• Build succession plans and close skill gaps with training teams
• Monitor aggregate call and case performance, service levels, and workload distribution
• Maintain quality controls for high-risk payroll work floor-wide
• Lead root-cause analysis and corrective action when performance slips
• Own client relationship and roadmap, standardize and improve workflows across the floor
• Plan for peak-volume periods like payroll deadlines, quarter-end, year-end across all teams

Skills

Payroll processing

Call center experience

People management

Floor/site ownership

Payroll knowledge

CRM platforms (Salesforce/UJet)

Confidentiality & data security

Education

Bachelor's degree in business/HR/accounting

FPC or CPP certification

Tools

Salesforce

UJET

Job description

Senior Operations Manager, Payroll Operations (Up to ₱95,000 | Hybrid | FREE AI Certification)

Cebu, Philippines | 8:00 PM – 5:00 AM PH Time | Monday to Friday

Are you a proven people-manager who thrives on leading other leaders? As Senior Operations Manager, you won't just run a team — you'll own an entire payroll service floor, setting the standard for how two complementary functions work together to deliver a seamless client experience.

You’ll step in during a hands‑on onsite period to build strong working relationships with your Operations Manager and Team Leaders, before transitioning into a hybrid rhythm. This is a role for someone who has already proven they can develop other managers, not just front‑line staff, and who wants floor‑wide ownership of results.

YOU’RE LIKELY A STRONG FIT IF YOU HAVE

• At least 3 years of payroll processing or payroll customer service experience

• At least 3 years of experience in a high‑volume call center or contact center environment

• At least 5 years of direct people‑management experience, including at least 2 years managing other managers or supervisors (not only individual contributors)

• Demonstrated experience owning performance across multiple teams or an entire floor/site

• Working knowledge of payroll processing, calculations, deductions, direct deposit, and reporting deadlines

• Experience with Salesforce, UJet, or a similar case‑management/contact center platform

• Strong understanding of confidentiality, data security, identity verification, and fraud‑prevention practices

STRONG SIGNALS

• Bachelor's degree in business, HR, accounting, or a related field

• Experience managing both client‑facing and back‑office operational teams across an entire floor

• Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)

• Exposure to payroll taxes, garnishments, banking, general ledger, quarter‑end, and year‑end processes

• Experience owning site‑level P&L, budget, or staffing‑cost accountability

RESPONSIBILITY PILLARS

Floor Leadership and Manager Development

You own the growth of the leaders who report to you.

• You coach, develop, and hold accountable the Operations Manager and Team Leaders across both service functions

• You set floor‑wide expectations for service, productivity, accuracy, and schedule adherence, and cascade them down

• You build succession plans and close skill gaps among your managers, partnering with training teams as needed

Operations Performance and Quality Management

You ensure every team on the floor delivers, together.

• You monitor aggregate call and case performance, service levels, and workload distribution across all teams

• You maintain consistent quality controls for high‑risk or payroll‑impacting work, floor‑wide

• You lead root‑cause analysis and corrective action when performance or service levels slip

Process Improvement and Client Partnership

You own the relationship and the roadmap.

• You serve as the senior escalation point for client concerns your managers can't resolve

• You identify opportunities to standardize, centralize, or improve workflows across the floor

• You plan for peak‑volume periods like payroll deadlines, quarter‑end, and year‑end across every team

ABOUT THE CLIENT

Our client is a US‑based, publicly traded human capital management company that helps small and mid‑sized businesses across the United States manage payroll, HR, benefits, and compliance. They combine cloud‑based software with managed services, giving businesses the option to run payroll themselves or hand it off entirely to specialists — all backed by decades of experience in the payroll and HR space.

ABOUT GOTEAM

GoTeam is a people‑first outsourcing company that connects Filipino professionals with global career opportunities. We provide long‑term roles, competitive benefits, career development support, and access to AI upskilling through Project 100K – AI Certification for the Philippines.

At GoTeam, you are not just applying for a job. You are joining a community built around growth, purpose, wellness, and future‑ready work.

Benefits of GOTEAM

Accelerate Your Personal Growth

• Company‑provided laptop + second monitor

• Industry‑best HMO for 1 dependent + extended dependents (₱300,000 coverage, private room, ₱10,000 meds reimbursement)

• Option to enroll up to 4 additional dependents via salary deduction

• ₱1M life insurance coverage

• Membership in GoTeam Sports Club, Yoga, and Wellness Programs

Unlock Your Possibility

• Prorated 5 days Vacation Leave + 5 days Sick Leave upon regularization

• 5 Service Incentive Leave (SIL) days upon first work anniversary (convertible to cash if unused)

• Salary loan access (post-regularization)

• Employee discounts, raffles, and Day‑1 welcome gift

• Opportunity to win a trip to Bali through company programs

Live Your Purpose

• Join GoTeam Cares volunteer programs

• ₱10,000 referral bonus + opportunity to win a trip to Bali

• Monthly gratitude events, team dinners, and leadership talks

Your Family's Benefits

• 24/7 financial, legal, and counseling support (up to 4 family members)

• Free telemedicine consultations

• Virtual family events and prize opportunities