Operations Lead

🕒 6 dias atrás

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Satellite Office

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2013

📦 Logística

📣 Marketing

✈️ Turismo

Logistics • Marketing • Travel

A Satellite Office é uma empresa sediada nas Filipinas que oferece serviços de emprego e escritórios para conectar profissionais filipinos com clientes globais. Oferece locais de escritório premium e tecnologicamente avançados em toda a Metro Manila e Cebu, posicionando funcionários em papéis de suporte a grandes marcas internacionais. A empresa enfatiza o engajamento dos funcionários, aprendizado e desenvolvimento contínuo, compensações e benefícios competitivos, além de uma cultura focada nas pessoas, reconhecida pelo Great Place to Work®.

Descrição

• Lead, coach, and performance-manage a blended team of Finance and Customer Service staff • Set KPIs and conduct regular 1:1s and performance reviews • Manage rostering, attendance, and shift coverage aligned with Australian business hours • Drive team engagement, retention, and career development • Onboard and train new hires • Manage day-to-day customer service delivery, including order queries, complaint resolution, and service-level adherence • Monitor SLAs, quality scores, and customer satisfaction metrics and implement corrective actions • Escalate complex or sensitive customer issues • Serve as the primary Manila-based contact for SPC Global’s Australia stakeholders • Prepare and present regular performance reporting to onshore leadership and Satellite Office account management • Partner with site leadership on facilities, HR, and compliance matters • Identify workflow improvements, including automation and system improvements • Document and maintain process guides and SOPs for Finance and Customer Service

🎯 Requisitos

• Bachelor’s degree in Accounting, Finance, Business Administration, or a related field • At least 5 years' experience in a Team Lead, Supervisor, or Operations Manager role within a shared services, BPO, or finance operations environment • Solid grounding in finance/accounting operations, including AP/AR, reconciliations, and reporting • Experience managing or supervising a customer service function through voice, email, or chat support • Experience supporting an Australian, US, or other international client account is highly regarded • Working knowledge of ERP/finance systems such as SAP, Oracle NetSuite, or Xero is an advantage • Working knowledge of CRM/ticketing platforms such as Zendesk or Salesforce is an advantage • Excellent English communication skills, written and verbal • Ability to engage confidently with senior offshore stakeholders • Willingness to work a shift aligned to Australian business hours • Ability to motivate and develop a multidisciplinary team • Strong organisational and time-management skills • Analytical mindset with sound judgement on financial and operational risk • Customer-centric approach and track record managing service quality and SLAs • Clear, confident communication across all levels, including offshore executives • Adaptability and resilience in a fast-growing, evolving shared services environment

🏖️ Benefícios

• Competitive salary, benchmarked to the Manila shared services / BPO market for a Team Lead-level role • HMO coverage • Government-mandated benefits • Standard Philippine leave entitlements • Exposure to an ASX-listed international client • Career growth within a scaling offshore operation • Collaborative, people-first culture backed by Satellite Office’s onsite support in Manila • Learning opportunities, mentoring, and support • Team-building experiences and company-wide celebrations • Wellness programs • World-class office spaces in premium business hubs like BGC and Ortigas