Operations Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee, guide, and manage the performance of a diverse team consisting of Finance and Customer Service personnel.

• Establish key performance indicators (KPIs) and facilitate regular one-on-one meetings and performance evaluations.

• Handle scheduling, attendance, and shift coverage in accordance with Australian business hours.

• Foster team engagement, retention, and professional development.

• Facilitate onboarding and training for new employees.

• Oversee daily customer service operations, addressing order inquiries, resolving complaints, and ensuring compliance with service levels.

• Track service level agreements (SLAs), quality ratings, and customer satisfaction measurements, implementing corrective measures as necessary.

• Address complex or sensitive customer concerns.

• Act as the primary contact for SPC Global’s Australian stakeholders located in Manila.

• Compile and present regular performance reports to onshore leadership and Satellite Office account management.

• Collaborate with site leadership on matters related to facilities, human resources, and compliance.

• Identify opportunities for workflow enhancements, including automation and system improvements.

• Create and maintain process documentation and standard operating procedures (SOPs) for Finance and Customer Service.

⛳️ Requirements

• A Bachelor’s degree in Accounting, Finance, Business Administration, or a related discipline.

• A minimum of 5 years' experience in a Team Lead, Supervisor, or Operations Manager position within a shared services, BPO, or finance operations setting.

• Strong foundation in finance/accounting operations, encompassing accounts payable/accounts receivable, reconciliations, and reporting.

• Experience in managing or supervising a customer service department via voice, email, or chat support.

• Experience working with Australian, US, or other international client accounts is highly desirable.

• Familiarity with ERP/finance systems such as SAP, Oracle NetSuite, or Xero is advantageous.

• Knowledge of CRM/ticketing platforms like Zendesk or Salesforce is a plus.

• Exceptional English communication skills, both written and oral.

• Capability to engage confidently with senior stakeholders located offshore.

• Openness to work shifts that align with Australian business hours.

• Ability to inspire and develop a multidisciplinary team.

• Strong organizational abilities and time management skills.

• Analytical mindset with sound judgment regarding financial and operational risks.

• Customer-focused approach with a proven record of managing service quality and SLAs.

• Clear and confident communication across all organizational levels, including offshore executives.

• Adaptability and resilience in a rapidly growing and changing shared services environment.

🏝️ Benefits

• Competitive salary, aligned with the Manila shared services/BPO market for a Team Lead-level position.

• Health Maintenance Organization (HMO) coverage.

• Benefits mandated by the government.

• Standard leave entitlements as per Philippine regulations.

• Opportunity to work with an ASX-listed international client.

• Prospects for career advancement within a growing offshore operation.

• A collaborative, people-centric culture supported by Satellite Office’s onsite assistance in Manila.

• Opportunities for learning, mentoring, and support.

• Team-building activities and company-wide celebrations.

• Wellness programs.

• Access to world-class office spaces located in premium business areas such as BGC and Ortigas.