General Manager (Operations)
About the Role:
As General Manager for Operations, you will be responsible for leading and managing the Bacolod-based team to ensure smooth day-to-day operations, high-quality client delivery, and strong team performance.
You will oversee all aspects of the business locally, including team leadership, operational processes, and performance management, while acting as the key link between the Philippine team and the Australian leadership team.
This is an onsite, hands-on leadership role suited to someone who can take ownership, drive accountability, and continuously improve how the team operates.
Benefits:
- Relocation Package
- Competitive Salary
- Dayshift & Weekends Off
- Performance-Based Incentives
- HMO & Government Benefits upon regularization
- Paid Time Off (PTO) and Holidays
- Opportunity to lead and grow a high-performing offshore team.
Key Responsibilities:
- Lead and manage a team of offshore staff, ensuring strong performance, accountability, and engagement.
- Oversee delivery of work across all clients, ensuring accuracy, quality, and timeliness.
- Allocate and prioritise workloads across the team to ensure efficiency and balance.
- Manage team performance, including regular check-ins, feedback, and addressing underperformance.
- Recruit, onboard, and train new team members as the business grows.
- Establish and improve systems, processes, and workflows to support consistency and scalability.
- Monitor productivity, utilisation, and overall team performance.
- Maintain awareness of team costs, resource allocation, and overall operational efficiency.
- Work with internal support functions (e.g. bookkeeping, HR support) to support reporting, budgeting, and smooth operations.
- Provide regular, clear reporting to the Australian leadership team on performance, issues, and opportunities.
- Ensure transparency across operations, including team performance, workload, and challenges.
- Maintain confidentiality and data privacy across all client work and internal operations.
- Identify and resolve operational challenges proactively.
- Maintain a positive, accountable, and professional team culture.
Key Requirements:
Leadership Experience- 5 - 8 years proven experience in a leadership or operations management role, ideally within a BPO, outsourcing, or service-based environment.
- Experience managing 10–15 staff in a client-facing operations role.
- Mandatory experience with Australian (AU) clients/accounts.
- Strong leadership and people management skills.
- Ability to manage performance and hold team members accountable.
- Strong organisational and problem-solving ability.
- Experience improving processes and workflows.
- High level of ownership and accountability.
- Proficiency in Microsoft Office Suite and general business systems.
- Experience with CRM or task management systems is an advantage.
- Strong written and spoken English.
- Ability to communicate clearly with both local team members and Australian stakeholders.
Industry Background:
- Australian Financial Planning / Australian Mortgage Broking, BPO, or outsourcing environment.
Work Hours:
- Ability to work the early morning shift (AU time zone alignment). Monday to Friday, aligned with Australian business hours (AEST).
- Flexibility required to ensure alignment with client needs and team support.
How to Apply:
If you are an experienced leader who can take ownership of operations, drive team performance, and support business growth, we encourage you to apply.
Please submit your resume and a cover letter outlining your relevant experience and why you would be a strong fit for this role.