Operations Lead

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Satellite Office

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

📦 Logistics

📣 Marketing

✈️ Travel

Logistics • Marketing • Travel

Satellite Office is a Philippines-based employer and workspace services company that connects Filipino professionals with global clients. It offers premium, technologically equipped office locations across Metro Manila and Cebu and places employees in roles supporting major international brands. The company emphasizes employee engagement, continuous learning and development, competitive compensation and benefits, and a people-focused culture recognized by Great Place to Work®.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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