IT BPO Workforce Operations Manager

Head of IT BPO Workforce Operations

Purpose

The Head of Workforce Operations is responsible for ensuring TVIP can consistently recruit, deploy, support and retain high-quality Philippine-based professionals for enterprise customers across Australia and Singapore.

The role owns the operational workforce lifecycle that underpins TVIP's BPO and Employer of Record (EOR) services, including workforce planning, talent acquisition, workforce administration, employee lifecycle management, workforce compliance, customer workforce delivery and operational scalability.

The position is accountable for building the people, processes, systems and operational capability required to support customer growth while maintaining high levels of workforce quality, retention and customer satisfaction.

The role does not own TVIP's training capability but is responsible for ensuring workforce readiness and alignment with training and deployment requirements.

Reporting Lines

Reports To

General Manager / Company President

• Enterprise Customers (Australia & Singapore)
• Sales & Customer Success
• Training & Capability Team
• Payroll & Administration
• Finance
• Product & Technology
• External Recruitment Partners
• Workforce Team Members

• Recruitment Specialists
• Workforce Coordinators
• People Operations Coordinators
• Talent Acquisition Team Members
• Workforce Support Personnel

1. Workforce Planning & Demand Fulfilment

1. Talent Acquisition & Workforce Supply

1. Workforce Operations & EOR Services

1. Customer Workforce Delivery

1. Workforce Retention & Stability

1. Process, Systems & Operational Excellence

1. Team Leadership & Capability Development

Build, lead and develop a high-performing workforce operations function capable of supporting TVIP's growth objectives.

Key Outcome Ownership

• Sufficient workforce capacity to meet customer demand
• Strong talent pipelines across priority roles
• Reduced workforce shortages and fulfilment risk

• Consistent delivery of high-quality candidates
• Predictable recruitment outcomes
• Reduced time-to-deployment

• Accurate and compliant workforce administration
• Effective employee lifecycle management
• Operational readiness for customer requirements

• Improved retention and engagement outcomes
• Reduced unwanted attrition
• Increased workforce continuity

• Successful workforce fulfilment for customer requirements
• High levels of customer confidence and satisfaction
• Workforce delivery aligned to agreed service levels

• Scalable workforce operations model
• Strong operational processes and governance
• Effective leadership and team development

Performance Indicators

• Workforce fulfilment rate
• Time-to-fill
• Time-to-deployment
• Workforce readiness against forecast demand

• Candidate quality
• Recruitment conversion rates
• Talent pool coverage
• Cost-per-hire

• Employee retention rate
• Early attrition rate
• Attendance and workforce reliability
• Employee engagement outcomes

• Compliance adherence
• Accuracy of workforce records
• Process efficiency measures
• Workforce administration service levels

• Customer satisfaction
• Service level achievement
• Workforce quality feedback
• Customer retention and expansion support

• Team performance
• Team retention
• Internal capability development
• Operational scalability

• Sales ownership and customer acquisition
• Corporate finance and accounting
• Product ownership and software development
• Delivery of technical training programs
• Marketing and employer branding strategy
• Payroll processing ownership (oversight and coordination only)
• Enterprise customer account management ownership
• Corporate legal and company secretarial functions
• Facilities management and general administration