Business Support Manager

Position Purpose:

The Operations Manager is the overall Point of Contact (POC) for MMS’s offshore operations and serves as the

strategic and operational lead for its partnership with MicroSourcing. This role acts as MMS’s dedicated

representative on the ground, ensuring seamless execution, performance excellence, and full alignment with

MMS’s business objectives.

As the primary liaison between MMS and MicroSourcing (Employer of Record), the Operations Manager holds

end-to-end accountability for offshore operational performance. This includes overseeing day-to-day

operations, ensuring strict adherence to SLAs and KPIs, maintaining workforce compliance, and driving

continuous improvement across teams and support functions.

Beyond operational oversight, this role ensures that offshore teams are fully aligned with MMS’s standards,

culture, and strategic direction. The Operations Manager proactively identifies risks, resolves issues, and

implements process enhancements to optimize efficiency, service quality, and team performance.

This job description is not intended to be all-inclusive. The employee may be required to perform other related

duties, as assigned by their immediate supervisor, to meet the evolving needs of the organization.

Main Activities And Responsibilities:

Strategic & Operational Leadership

• Provide overall operational leadership for MMS’s offshore business operations.
• Ensure alignment between offshore operations and MMS’s strategic direction.
• Translate business objectives into operational plans and measurable KPIs.
• Drive continuous improvement initiatives to enhance productivity and service quality.
  
  

Performance & SLA Management

• Monitor and ensure adherence to all agreed SLAs and performance metrics.
• Conduct regular performance reviews and operational assessments.
• Identify risks and implement corrective actions to maintain service excellence.
• Report operational performance and insights to MMS leadership.
  
  

Workforce Planning & Hiring Fulfillment

• Oversee workforce planning in alignment with MMS business growth and operational demands.
• Partner closely with MicroSourcing’s Recruitment Team to ensure timely fulfillment of approved
  
  

headcount.

• Ensure roles are filled within agreed timelines and with candidates who meet MMS competency and
  
  

quality standards.

• Monitor ramp-up progress and ensure new hires achieve expected productivity targets.
  
  

Partnership Management (MicroSourcing)

• Work closely with MicroSourcing to ensure compliance with employment policies, contractual obligations, and service standards.
• Act as the primary liaison between MMS and MicroSourcing operations teams.
• Escalate and resolve operational, staffing, or compliance concerns proactively.
• Ensure alignment between MMS expectations and MicroSourcing delivery.
  
  

Team Oversight & Compliance

Position Description

This job description contains confidential and proprietary information of the organization and is intended for internal use only.

• Oversee cross-functional offshore teams, including operations staff and support functions.
• Ensure staff adherence to MMS policies, procedures, and performance standards.
• Promote a culture of accountability, compliance, and high performance.
• Support workforce planning, onboarding, performance management, and engagement initiatives.
  
  

Process Improvement & Operational Efficiency

• Identify opportunities for operational efficiencies and cost optimization.
• Implement best practices, workflow improvements, and automation where applicable.
• Establish governance frameworks to ensure consistency and quality control.
  
  

Core Competencies:

Strategic & Operational Leadership

• Ability to translate business strategy into executable operational plans
• Strong decision-making capability with full ownership mindset
• Drives alignment between offshore operations and corporate objectives
  
  

Performance & SLA Governance

• Deep understanding of KPI/SLA management and service delivery standards
• Data-driven performance monitoring and reporting
• Proactive risk identification and corrective action implementation
  
  

Stakeholder & Partnership Management

• Executive-level communication and relationship management
• Ability to serve as the primary liaison between MMS and MicroSourcing
• Strong negotiation, influence, and conflict resolution skills
  
  

Operational Excellence & Continuous Improvement

• Process optimization and efficiency improvement mindset
• Strong governance and compliance orientation
• Experience driving operational maturity in offshore/outsourcing environments
  
  

Leadership & Team Development

• Builds accountability and high-performance culture
• Coaches and develops cross-functional teams
• Strong employee engagement and retention focus
  
  

Problem Solving & Risk Management

• Structured and analytical approach to complex operational issues
• Calm and decisive under pressure
• Ability to anticipate operational risks before escalation
  
  

Success Factors:

• Serves as an effective and trusted single Point of Contact (POC) for offshore operations.
• Operational governance frameworks are implemented and sustained at scale (up to 300 FTEs).
• SLAs and KPIs are consistently met or exceeded across all offshore functions.
• Performance gaps are identified early and addressed with structured, measurable action plans.
• Approved headcount requirements are fulfilled within agreed timelines.
• New hires ramp to productivity within expected timeframes.
• Drives engagement and retention within offshore teams.
  
  

Qualifications And Typical Experience:

• Proven experience scaling call center or offshore operations to up to 300 FTEs, with demonstrated success in managing growth, operational complexity, and performance governance.
  
  

Position Description

This job description contains confidential and proprietary information of the organization and is intended for internal use only.

• Minimum of 5 years of experience in Sales Operations, preferably within a BPO, outsourcing, or MSP environment.
• Experience supporting or managing Australian Lines of Business (LOBs) is highly preferred.
• Demonstrated success navigating complex stakeholder environments, both internal (cross-functional teams, leadership), client-facing, and vendor-facing.
• Exceptional written and verbal communication skills, with a proven track record of producing client- ready documentation, executive presentations, and strategic business reports.
• Bachelor’s degree in Business, Management, Operations, or a related field required.
  
  

Other Position Requirements:

• Subject to business requirements, additional hours may be required.
• Occasional travel may be required
  
  

MMS Values:

• Customer Always
• Everyone Matters
• Better Together
• Strive for Greatness

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