Operations Manager

PRIMARY FUNCTION

We are looking for an experienced Operations Manager to lead and manage the day-to-day operations, productivity and output of Satellite Office's growing Manila-based team supporting the organization. Acting as a representative on the ground in the Philippines, the Operations Manager will provide strategic guidance to the team, hold them accountable for delivery, and act as the primary liaison between the Manila operation and Chief People Officer in Australia.

The ideal candidate will be a hands-on, player-coach style leader who is comfortable operating with ambiguity in a fast-growing, founder-led, entrepreneurial environment where structures and processes are still evolving. They will be a strong people manager, not simply a process manager, who builds a highly engaged, high-performing team, develops individual capability, and earns the confidence of Executive Leadership Team (ELT) as a trusted partner for the Manila operation.

ROLES AND RESPONSIBILITIES

• Act as company representative for the Manila operations, reporting directly to the CPO in Australia.

• Manage the day-to-day operations, productivity and output of the Manila team, holding team members accountable for delivery and escalating to CPO where further support or information is needed.

• Build and lead the team structure as it scales, working with all direct reports (circa 6-8 FTE) across finance/processing, IT, operations, sales and marketing, and customer service functions.

• Spend the first 12 months embedded in the detail of the team before recommending the optimal long-term structure, including reviewing the existing team lead arrangement.

• Travel to Australia ahead of the structure being implemented to learn the organization's culture and way of working, meet individually with each Executive Leadership Team (ELT) member to understand their expectations, and work with CPO to embed company culture within the offshore team.

• Build the confidence of ELT in the Manila operations, acting as a trusted partner

• Support the business through a period of significant change, growth and transformation as the organization scales.

• Oversee workforce planning functions once established, including rostering analysis and cost-saving recommendations.

• Ensure the team has access to the required systems, including the Microsoft suite, Lighthouse and Templar (to be confirmed with IT).

• Ensuring best practice in CRM record keeping - training sessions, spot checks on Salesforce.

• Personal development training sessions (such as time management, stress management, goal setting)

• Undertakes training for new and existing staff but not limited to driving consistency in standards of service throughout the department.

• Through a consultative approach, support broader departments around service delivery.

• Analyze skill gaps and performance improvement opportunities – department, team, and individual level.

• Provide ongoing reporting and analysis of activities.

• Develop, monitor and ensure KPI are exceeded

SKILLS AND KNOWLEDGE

• Bachelor’s degree in a business related disciple

• Excellent knowledge of performance evaluation and change management principles

• Can quickly establish credibility and respect and build strong working relationships with all stakeholders. Demonstrate maturity and professionalism.

• Minimum 3–5 years’ experience in operations management managing a team

• Experience working in an international or shared service environment, desirable.

• Prior experience managing office setup, procurement, and vendor relationships.

• Strong interpersonal skills with the ability to build relationships at all levels.

• Excellent written and verbal communication skills in English.

• Proven organisational skills and attention to detail.

• Leadership capability and the ability to foster a positive, high-performing team culture.

• Proactive problem-solving and decision-making abilities.

• Comfortable working independently in a fast-paced, dynamic environment.

• High level of discretion, professionalism, and cultural awareness.