Operations Coordinator

Work Schedule: Monday to Friday (5am to 2pm PHT)

What Were Looking For Must Have Skills

• Experience working in or supporting an IT Managed Service Provider (MSP) environment.
• Exposure to client onboarding, service coordination, or process documentation.
• Basic understanding of business processes and operational workflows.
• Bachelors degree in Business Administration, Information Technology, Project Management, or a related field (preferred).
• Familiarity with application setup, user access management, and basic troubleshooting.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint); experience with ticketing or project management tools is a plus.
• Strong communication and interpersonal skills.
• Good organizational and time management abilities.
• Detail-oriented with strong documentation skills.
• Analytical mindset with basic reporting and data interpretation capability.
• Problem-solving skills with the ability to escalate appropriately.
• Ability to manage multiple tasks in a fast-paced environment.
• Customer-service oriented mindset.
  
  

• Support the assessment of prospective clients operational needs and assist in gathering key information for onboarding.
• Coordinate onboarding activities for new clients, ensuring required documentation, system access, and workflows are set up.
• Assist in preparing onboarding materials and delivering basic system/process training to client staff.
• Track onboarding progress and ensure timelines are met.
  
  

• Assist with the setup and configuration of applications used by client staff.
• Coordinate with internal IT teams or third-party vendors to ensure applications are properly implemented.
• Provide first-level support for application-related issues and escalate technical concerns when necessary.
• Help maintain user access, permissions, and documentation for client systems.
• Ensure smooth day-to-day system functionality with minimal disruption to client operations.
  
  

• Document client processes, workflows, and standard operating procedures (SOPs).
• Identify basic process gaps and report findings to senior team members.
• Maintain organized and up-to-date process documentation.
• Support continuous process improvement initiatives.
  
  

• Monitor client staff attendance, performance metrics, and SLA adherence.
• Assist in preparing performance summaries and reports.
• Support coaching initiatives by tracking improvement plans and follow-ups.
• Help ensure client staff have the tools and information needed to perform effectively.
  
  

• Schedule client meetings and prepare reports or presentation materials.
• Participate in regular client check-ins to gather feedback and document action items.
• Serve as a secondary point of contact for client inquiries and escalate concerns appropriately.
• Maintain strong working relationships with client stakeholders.
  
  

• Generate recurring operational reports (KPIs, SLAs, productivity metrics).
• Ensure data accuracy and timely submission of reports.
• Assist in analyzing data trends and flagging potential issues.
• Maintain dashboards and tracking sheets for internal and client use.
  
  

• Maintain accurate and updated client profiles, including KPIs, feedback, and key contacts.
• Organize documentation related to service delivery and operational performance.
• Ensure all client records are securely stored and easily accessible.
  
  

• Collaborate with internal teams and external vendors to support service delivery.
• Stay informed of operational best practices and emerging tools.
• Provide administrative and operational support to the Service Delivery or Operations Manager.
• Perform additional duties as assigned.
  
  

• Full onsite (Monday to Friday)
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA