About Penbrothers Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
Our client is an Australia-based contractor management business supporting construction cleaning and ongoing commercial service operations. The business works closely with builders, contractors, and field teams to coordinate post-construction and recurring cleaning projects across multiple job sites.
The company is currently in a growth stage and is focused on strengthening its operational coordination, workforce continuity, communication processes, and day-to-day execution capabilities through the addition of a high-performing Business Operations Specialist.
About the Role
Our client is looking for a highly organized and proactive Business Operations Specialist to support day-to-day operations, workforce coordination, client communication, and project execution across a growing field services environment.
This role is responsible for coordinating active jobs, supporting workforce continuity, managing operational communication, and helping ensure smooth day-to-day execution across multiple stakeholders, supervisors, and contractors.
The ideal candidate is operationally strong, highly organized, confident in communicating with Australian clients and builders, and capable of managing multiple priorities in a fast-paced environment.
What you'll do
Operations & Project Coordination
- Rostering & Allocation: Manage daily workforce scheduling, rostering, and resource allocation across all active sites.
- Job Tracking: Track active jobs from quote through completion, including construction cleaning, regular contracts, and ad hoc service requests.
- Field Execution: Ensure field instructions from ground teams are actioned, executed, and tracked through business systems.
- Workflow Integrity: Coordinate schedules, scope updates, and handover timelines with builders, contractors, clients, and supervisors.
- Pre-Job Prep: Ensure quotes are followed up, purchase orders are received, and jobs are accurately entered into scheduling systems.
- Supervisor Support: Coordinate supervisor schedules, brief them on new job requirements, manage coverage planning, and track minimum hour commitments across jobs.
Client & Communication Management
- Primary Contact: Serve as the primary point of contact for incoming operational calls and inquiries from clients, builders, and contractors.
- Escalations & Resolution: Autonomously handle client concerns and operational escalations across phone, email, and messaging platforms.
- Professional Correspondence: Send professional updates regarding scheduling confirmations, scope clarifications, follow-ups, and service delivery tracking.
- Client Onboarding: Assist in new client onboarding discussions and execute recurring client outreach.
- Financial Adjustments: Communicate pricing updates, surcharges, and operational adjustments when required.
Compliance & Workforce Coordination
- Compliance Management: Take absolute ownership of contractor and staff compliance, including onboarding, legal agreements, licenses, insurances, and site-specific documentation.
- Recruitment Sourcing: Actively learn and assist with recruitment and staffing pipelines across specialized channels: Facebook Groups, Facebook Marketplace, LinkedIn, SEEK, Gumtree, cleaning industry groups, and local community/multicultural employment groups.
- Pipeline Building: Source and maintain a reliable pipeline of casual operational staff, cleaners, and maintenance personnel to reduce contractor dependency.
- Holiday Continuity: Lead workforce planning, leave coordination, and operational continuity planning to ensure uninterrupted business delivery during the Christmas and New Year holiday periods.
Team, Systems, & Process Optimization
- Leadership & Accountability: Coordinate and prioritize operational tasks, workflows, and accountability across the administration team. Monitor performance, identify issues, and recommend corrective actions to client (formal disciplinary decisions remain with Client).
- System Evolution: Act as an Administrator / Power User to optimize existing workflows, build processes, manage reporting, and configure systems as the business scales.
- Financial Interfacing: Review and process timesheets, payroll inputs, award interpretation awareness, contractor invoices, purchase orders, and job cost tracking. Collaborate closely with the onshore accounts professional to ensure clean data flow.
- VA Support: Direct and prioritize operational tasks assigned to the existing virtual assistant support function to improve inbox management and task visibility.
What You Bring
- Experience: 3–5+ years of strong operational coordination experience, specifically within service-based operations, workforce management, or field-based environments.
- Communication: Exceptional spoken and written English communication skills. Absolute confidence handling live phone and video communications for urgent staffing shortages, client escalations, contractor performance issues, and high-priority incidents.
- Multi-tasking & Sovereignty: Proven ability to manage multiple moving parts simultaneously with an outstanding level of organizational and problem-solving skill.
- Tech Threshold: Advanced proficiency (Administrator / Power User level) in service management, field service, facilities management, or ERP platforms (e.g., ServiceM8, Simpro, Swept, Tradify, or comparable platforms).
- Software Ecosystem: Highly proficient with Microsoft 365 (Excel, Outlook, SharePoint), Google Drive, Xero, WhatsApp, and AI tools (such as ChatGPT for workflow support).
- Financial Acumen: Basic operational understanding of finance including timesheets, payroll inputs, contractor invoices, purchase orders, and job costing.
- Schedule: Comfortable working Australian business hours (AEST/AEDT) and available to support operations during the festive/end-of-year period.
Nice to Have
- Experience working within construction, field services, facilities management, cleaning services, or trade-related industries
- Familiarity with field service or scheduling platforms such as Swept, ServiceM8, Tradify, or similar systems
- Experience with recruitment sourcing through Facebook groups, referral networks, or online platforms
- Exposure to AI tools or workflow automation platforms such as ChatGPT, Microsoft Copilot, or Power Automate
- Experience supporting Australian clients or working within offshore operational support environments
Performance Success Measures (KPIs)
Your performance will be directly evaluated against the following milestones and metrics:
30-60-90 Day Autonomy Milestones
- First 30 Days: Demonstrate a thorough understanding of the company structure, clients, systems, and compliance. Manage daily scheduling and workforce coordination with minimal supervision.
- First 60 Days: Independently manage day-to-day operational workflows. Proactively flag scheduling conflicts, staffing shortages, and compliance gaps. Coordinate with admin/accounts seamlessly without client's involvement in routine matters.
- First 90 Days: Operate fully as the primary operational coordinator for the business. Escalate only significant client or commercial issues, allowing client to focus entirely on business development and strategic growth.
Hard Metrics
- Scheduling and rostering accuracy.
- Staff attendance, coverage rates, and contractor onboarding turnaround times.
- Response and resolution times to clients and contractors.
- Compliance completion rates (agreements, licenses, insurance).
- Concrete reduction in day-to-day operational escalations reaching the client.
Onboarding & Practical Training
- Duration: 4 to 8 weeks, depending on your familiarity with service-based operations.
- Process: You will undergo a practical onboarding process working directly with the client and key team members. You will be provided with existing workflows, compliance templates, scheduling procedures, and client/site data. As you ramp up, you will be expected to actively help document and improve these very processes.
Our Hiring Process
We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.
Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.
What You'll Get
At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.
· Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
· Employee as our biggest asset: We are genuinely invested in our people's career and welfare.
· Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
· Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth
