Role Overview

The Operations Support Specialist manages OA's people obligations across a defined portfolio of co-managed and non-co-managed employees. For co-managed employees, the specialist drives direct people and KPI management (proactive coaching, performance monitoring, and outcome tracking) alongside OA's employer-of- record duties. For non-co-managed employees, the specialist fulfills OA's employer- of-record role: conducting coaching sessions based on client feedback received during monthly or bi-weekly calls, documenting these sessions and any action plans, and approving timekeeping records. The specialist attends client account calls alongside the Associate Director of Operations, with a defined path toward independent client account management over time.

Key Responsibilities

Employee Relations & Coaching

Serve as the named primary OA contact for all assigned employees.
For NCM employees: conduct coaching sessions based on feedback from client calls (monthly or bi-weekly); translate client input into documented coaching and action plans.
For co-managed employees: drive proactive coaching and KPI management on OA's behalf; initiate performance discussions based on OA observations, not only client-initiated feedback.
Issue and monitor employee action plans; track progress and update documentation on an ongoing basis.
Address employee concerns and escalate issues requiring HR or AD-level involvement.

Timekeeping & Attendance Management

Review and approve timekeeping records in GreatDay on a daily or weekly basis.
Monitor attendance patterns and flag anomalies; coordinate discrepancies with HR and Payroll.
Ensure timekeeping compliance across the full assigned portfolio.
Client Feedback & Account Coordination
Receive and process client feedback for assigned accounts; translate into employee coaching inputs.
Attend client account calls alongside the AD of Operations.
Build familiarity with each account's context, expectations, and relationship history.
Long-term path: Lead client calls independently for assigned accounts as trust and familiarity develop.

Documentation & Records Management

Document all coaching sessions, feedback discussions, and action plan milestones per session and on an ongoing basis.
Maintain employee records in accordance with OA standards; support HR with compliance documentation.

Process Documentation & Library Management

Build, own, and maintain the operations process library as a living resource, responsible for accuracy, version control, and identifying gaps.
Document all recurring operational processes in a clear, step-by-step format accessible to all team members.
Complete new process documentation within one week of assignment.
Store all documents in the shared OA drive, properly labeled and version-controlled.
Support the AD of Operations in developing and structuring new process documentation as required.

Reporting

Submit a structured weekly summary every Friday covering: tasks completed,documentation progress, outstanding items, blockers, and operational observations relevant to leadership

Coordination with HR & Operations Leadership

Collaborate with HR on onboarding, offboarding, and employee life-cycle events for the assigned portfolio.
Escalate performance concerns or behavioral issues requiring formal HR action.
Support the AD of Operations on cross-functional and compliance-related initiatives.

Qualifications

Required

Minimum 2 years as a Team Leader or in a supervisory role within a BPO or outsourcing environment.
Demonstrated experience in employee coaching, feedback delivery, or performance management.
Demonstrated experience with coaching documentation, incident reports, or employee compliance records.
Strong process documentation skills - able to write clear, accurate, step-by-step procedures from scratch without supervision.
Excellent written and verbal communication skills in English.
High proficiency in Google Workspace (Docs, Sheets, Drive) and Microsoft Office.
Highly organized; proven ability to manage documentation across a high-volume portfolio.
Comfortable managing ambiguity and navigating varied client expectations.

Preferred

Experience with timekeeping or HRIS platforms (GreatDay or equivalent).
Exposure to client-facing responsibilities or account coordination.
Familiarity with Philippine labor law fundamentals.
Track record of independent communication with client stakeholders.

Reporting Structure

Reports directly to the Associate Director of Operations.
Carries direct employee ownership of up to 60 employees (NCM and/or co-managed depending on portfolio assignment).
The AD of Operations serves as second-level manager for all escalations and final employment decisions.

Work Arrangement

Full-time onsite

OPERATIONS SUPPORT SPECIALIST | ONSITE OABPO