Discover your 100% YOU with MicroSourcing!

Position: Offshore Operations Manager

Work setup: Hybrid | Day shift

Location: Eastwood, Quezon City

Why join MicroSourcing

You'll 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 Stellar's vision, values and business objectives and recognises own work contributes to the achievement of Stellar's 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 Stellar's 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 Stellar's 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

–

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 company's strength lies in our people's 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 – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's 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