This is a hands-on people leadership role suited to someone with a comfortable driving customer service standards – you will set the operating rhythm for the team, coach individual contributors, and act as the key link between the Manila site and SPC Global's Australia-based stakeholders.
Key Responsibilities
Team & People Leadership
- Lead, coach and performance-manage a blended team of Finance and Customer Service staff, setting clear KPIs and conducting regular 1:1s and performance reviews.
- Manage rostering, attendance and shift coverage to ensure overlap with Australian business hours.
- Drive engagement, retention and career development within the team, in line with Satellite Office and SPC Global people practices.
- Onboard and train new hires, ensuring consistent process knowledge across both functions.
Customer Service Operations
- Manage day-to-day customer service delivery, including order queries, complaint resolution and service-level adherence.
- Monitor SLAs, quality scores and customer satisfaction metrics; implement corrective actions where targets are missed.
- Act as the point of escalation for complex or sensitive customer issues.
Stakeholder Management & Reporting
- Serve as the primary Manila-based point of contact for SPC Global's Australia stakeholders on operational matters.
- Prepare and present regular performance reporting to onshore leadership and Satellite Office account management.
- Partner with Satellite Office site leadership on facilities, HR and compliance matters affecting the team.
Continuous Improvement
- Identify opportunities to streamline finance and customer service workflows, including automation and system improvements.
- Document and maintain up-to-date process guides/SOPs for both functions.
Qualifications & Experience
- Bachelor's degree in Accounting, Finance, Business Administration or a related field.
- At least 5 years experience in a Team Lead, Supervisor or Operations Manager role within a shared services, BPO or finance operations environment.
- Solid grounding in finance/accounting operations (AP/AR, reconciliations, reporting); prior experience in a finance-facing role strongly preferred.
- Demonstrated experience managing or supervising a customer service function (voice, email or chat support).
- Experience supporting an Australian, US or other international client account is highly regarded.
- Working knowledge of ERP/finance systems (e.g. SAP, Oracle NetSuite, Xero) and CRM/ticketing platforms (e.g. Zendesk, Salesforce) is an advantage.
- Excellent English communication skills, both written and verbal, with the ability to engage confidently with senior offshore stakeholders.
- Willingness to work a shift aligned to Australian business hours.
Key Competencies
- People leadership and coaching – able to motivate and develop a multi-disciplinary team.
- Strong organisational and time-management skills; comfortable balancing competing priorities across two functions.
- Analytical mindset with sound judgement on financial and operational risk.
- Customer-centric with a track record of managing service quality and SLAs.
- Clear, confident communicator across all levels, including with offshore executives.
- Adaptable and resilient in a fast-growing, evolving shared services environment.
What SPC Global & Satellite Office Offer
- Competitive salary, benchmarked to the Manila shared services / BPO market for a Team Lead-level role.
- HMO coverage, government-mandated benefits and standard Philippine leave entitlements.
- Exposure to an ASX-listed international client and career growth within a scaling offshore operation.
- A collaborative, people-first culture backed by Satellite Office's onsite support in Manila.
