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
