Operations Lead
This is a hands-on people leadership role suited to someone with a comfortable driving customer service standards – you will set the operating rhythm for the team, coach individual contributors, and act as the key link between the Manila site and SPC Global’s Australia-based stakeholders.
Key Responsibilities
Team & People Leadership
Lead, coach and performance-manage a blended team of Finance and Customer Service staff, setting clear KPIs and conducting regular 1:1s and performance reviews.
Manage rostering, attendance and shift coverage to ensure overlap with Australian business hours.
Drive engagement, retention and career development within the team, in line with Satellite Office and SPC Global people practices.
Onboard and train new hires, ensuring consistent process knowledge across both functions.
Customer Service Operations
Manage day-to-day customer service delivery, including order queries, complaint resolution and service-level adherence.
Monitor SLAs, quality scores and customer satisfaction metrics; implement corrective actions where targets are missed.
Act as the point of escalation for complex or sensitive customer issues.
Stakeholder Management & Reporting
Serve as the primary Manila-based point of contact for SPC Global’s Australia stakeholders on operational matters.
Prepare and present regular performance reporting to onshore leadership and Satellite Office account management.
Partner with Satellite Office site leadership on facilities, HR and compliance matters affecting the team.
Continuous Improvement
Identify opportunities to streamline finance and customer service workflows, including automation and system improvements.
Document and maintain up-to-date process guides/SOPs for both functions.
Qualifications & Experience
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 (AP/AR, reconciliations, reporting); prior experience in a finance-facing role strongly preferred.
Demonstrated experience managing or supervising a customer service function (voice, email or chat support).
Experience supporting an Australian, US or other international client account is highly regarded.
Working knowledge of ERP/finance systems (e.g. SAP, Oracle NetSuite, Xero) and CRM/ticketing platforms (e.g. Zendesk, Salesforce) is an advantage.
Excellent English communication skills, both written and verbal, with the ability to engage confidently with senior offshore stakeholders.
Willingness to work a shift aligned to Australian business hours.
Key Competencies
People leadership and coaching – able to motivate and develop a multi-disciplinary team.
Strong organisational and time-management skills; comfortable balancing competing priorities across two functions.
Analytical mindset with sound judgement on financial and operational risk.
Customer-centric with a track record of managing service quality and SLAs.
Clear, confident communicator across all levels, including with offshore executives.
Adaptable and resilient in a fast-growing, evolving shared services environment.
What SPC Global & Satellite Office Offer
Competitive salary, benchmarked to the Manila shared services / BPO market for a Team Lead-level role.
HMO coverage, government-mandated benefits and standard Philippine leave entitlements.
Exposure to an ASX-listed international client and career growth within a scaling offshore operation.
A collaborative, people-first culture backed by Satellite Office’s onsite support in Manila.
- Locations
- Robinsons Cyberscape Gamma, Ortigas Center, Pasig City
- Work Schedule
- Australian Eastern Standard Time
- Shifting Schedule?
- No
- Shifts with Daylight Savings?
- Yes
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.