BPO Operations Manager

Discover your 100% YOU with MicroSourcing!

Position: BPO Operations Manager

Work setup: Hybrid | Day shift

Location: Eastwood, Quezon City

Why join MicroSourcing?

Youll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Accountabilities

Your role:

Offshore Team Leadership & Performance Management

• Provide day-to-day leadership and oversight of all Stellar-dedicated personnel within the BPO across Manila and Clark
• Set clear performance expectations, KPIs, and service standards aligned to Australian business needs
• Monitor individual and team performance, addressing underperformance proactively with the BPO provider
• Drive a high-performance culture focused on accuracy, responsiveness, and accountability
  
  

BPO Vendor Management & Governance

• Act as the primary relationship manager with the BPO provider
• Ensure contractual service levels (SLAs/KPIs) are met and exceeded
• Lead regular performance reviews, service reviews, and governance meetings with the BPO
• Escalate and resolve service delivery issues, resourcing gaps, and quality concerns
  
  

Service Delivery & Quality Assurance

• Oversee the quality and consistency of all offshore outputs (e.g. recruitment support, HR admin, compliance, reporting)
• Implement quality assurance frameworks, including regular audits and feedback loops
• Ensure outputs meet Australian compliance standards and internal expectations
• Drive continuous improvement in accuracy, turnaround times, and service delivery
  
  

Workflow Coordination & Capacity Planning

• Coordinate workflow between Australian stakeholders and offshore teams to ensure clear prioritisation and delivery
• Manage resource allocation across Manila and Clark based on demand and business priorities
• Anticipate capacity constraints and work with the BPO to scale resources as required
• Ensure effective handovers across time zones
  
  

Stakeholder Management (Australia–Philippines)

• Act as the central point of contact for Australian leadership and operational teams engaging with offshore resources
• Ensure clear communication of priorities, expectations, and feedback between regions
• Build strong relationships with internal stakeholders to drive adoption and effective utilisation of offshore capability
• Manage stakeholder expectations around delivery timelines and outputs
  
  

Process Optimisation & Continuous Improvement

• Identify opportunities to improve processes, standardise workflows, and increase efficiency
• Drive implementation of best-practice offshore delivery models
• Work with Australian teams to transition new processes or functions offshore where appropriate
• Support automation and system improvements to reduce manual workload
  
  

Compliance & Risk Management

• Ensure offshore activities align with Australian legal, regulatory, and internal compliance requirements
• Monitor adherence to documented processes, particularly in high-risk areas (e.g. HR compliance, payroll inputs, documentation)
• Escalate risks or non-compliance issues promptly to Australian leadership
• Support audit readiness across all offshore-delivered functions
  
  

Culture, Engagement & Retention (within BPO environment)

• Act as the cultural bridge between Stellar and offshore teams to ensure alignment with company values and expectations
• Drive engagement initiatives to improve retention and performance of Stellar-dedicated staff
• Provide coaching and development support to high-potential team members
• Influence the BPO to prioritise and retain top-performing resources
• Reporting & Performance Insights
• Develop and deliver regular reporting on offshore performance (KPIs, SLAs, productivity, quality metrics)
• Provide insights and recommendations to Australian leadership on improving offshore effectiveness
• Track cost efficiency and ROI of offshore operations
  
  

CORE COMPETENCIES

Leadership & Strategic Thinking

• Understands and supports Stellars vision, values and business objectives and recognises own work contributes to the achievement of Stellars goals.
• Thinks and plans ahead
• Questions existing processes and thinks innovatively for ways to enhance organisational systems and encourages others to do the same
• Actively participates in decision making and incorporate the outcomes into work plans
• Considers the team when contributing to decision making
  
  

Communication

• Confidently presents message in a clear and concise manner
• Communicates in an appropriate, concise and professional manner in all forms of communication
• Tailors communication style and language to use the most appropriate form for the audience
• Pays close attention when listening to others and checks own understanding of conversations and instructions
• Picks up on non-verbal cues when interacting with others and responds appropriately
• Anticipates the key concerns of the audience and takes action to find a solution
• Contemplates different points and views; considers them in own thinking and argument
  
  

Teamwork

• Actively pursues collaborative working relationships and partnerships and represents Stellar effectively to all stakeholders
• Keeps team up-to-date with own tasks and projects
• Seeks opportunities for learning, applies new knowledge and ideas and shares these with others
• Builds rapport and cooperation within and across teams to produce effective outcomes
• Treats people with respect and courtesy and takes time to listen to colleagues and appreciate / respond to their needs and views
  
  

Personal Drive & Integrity

• Demonstrates and promotes Stellars values and code of conduct
• Displays high ethical and professional standards and practices in all aspects of work and approaches work in a positive attitude and maintains personal health and well being
• Enthusiastically accepts tasks and initiates action
• Accepts responsibility for the consequences of their own behaviour, is aware of own impact on others and seeks guidance and advise when required
• Takes responsibility for achieving objectives and progressing work and is open to feedback
• Seeks development options for self-based on understanding of strengths, capabilities and weaknesses
  
  

Customer Service

• Understands and supports Stellars commitment to customer service
• Asks questions to ensure accurate understanding of client and candidate expectations and uses this to provide some solutions
• Responds promptly to customer needs / requests and follows through on commitments
• Strives to meet agreed timelines and deliver on promises and maintains quality of service despite time constraints
• Seeks to understand and address service delivery issues promptly and implement effective solutions
  
  

Prioritising and Planning

• Manages work and monitors progress against set priorities, shows initiative and proactively steps in and does what is required
• Takes personal responsibility for meeting objectives and alerts supervisor if work is behind schedule
• Creates and actively maintains plans and schedules and reorganises if priorities change
• Utilises resources available to ensure success
• Develops plans for achieving individual KPIs
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply

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