Role Purpose
The Philippines Operations Manager is responsible for leading and scaling the offshore operations that support the Australian business. The role provides strategic and operational leadership across Philippine-based teams and outsourced providers, ensuring high-quality service delivery, operational efficiency, workforce capability and compliance.
Acting as the primary in-country leader, the role serves as the key link between Australian leadership and Philippine operations, driving continuous improvement, business growth and operational excellence while maintaining alignment with organisational priorities.
The role is accountable for:
- High-quality, compliant and timely service delivery
- Operational efficiency and continuous improvement
- Workforce leadership, capability and engagement
- Strong governance, risk management and compliance
- Alignment with Australian business objectives and service standards
Key ResponsibilitiesStrategic & Operational Leadership
- Lead and develop Philippine-based teams to deliver high-quality operational support.
- Execute the Philippine operations strategy in line with business objectives.
- Oversee shared service functions including immigration support, compliance, administration, client communication and other business support services.
- Drive operational efficiency through workforce planning, capacity management and process improvement.
- Establish scalable systems, structures and processes to support business growth.
Service Delivery & Performance
- Ensure service delivery meets agreed quality standards, SLAs and operational objectives.
- Monitor productivity, workload, utilisation and performance, implementing improvements where required.
- Lead performance management, coaching and development initiatives.
- Maintain quality assurance and continuous improvement programs.
Vendor & Commercial Management
- Manage relationships with EOR/BPO providers, suppliers and other service partners.
- Monitor vendor performance, conduct service reviews and support contract management.
- Manage operational budgets, workforce planning and cost control initiatives.
- Work with Finance to support payroll, forecasting and operational reporting.
Compliance & Risk
- Ensure compliance with relevant legal, regulatory and internal governance requirements.
- Coordinate with EOR/BPO providers on employment, workplace and regulatory obligations.
- Identify operational risks and implement appropriate controls.
- Maintain documentation, process governance and audit readiness.
People Leadership
- Lead, mentor and develop team members and emerging leaders.
- Support recruitment, onboarding, succession planning and employee development.
- Foster a collaborative, inclusive and high-performance culture aligned with company values.
Stakeholder Management
- Act as the primary liaison between Philippine operations and Australian leadership.
- Provide reporting on operational performance, workforce capacity, service delivery, risks and strategic initiatives.
- Support business planning through operational insights and recommendations.
Systems & Office Management
- Lead process optimisation, automation and digital improvement initiatives.
- Oversee operational systems, workflow documentation and knowledge management.
- Manage the Philippine office, facilities, equipment, workplace safety and business continuity.
- Coordinate office vendors, employee engagement initiatives and workplace resources to support current and future operations.
Key Performance Indicators
Performance will be measured across:
Client & Stakeholder Outcomes
- Achievement of agreed service levels and quality standards.
- High stakeholder satisfaction.
- Timely, accurate and reliable operational support.
People & Leadership
- Employee engagement, retention and team performance.
- Leadership capability and succession development.
- Effective onboarding, training and professional development.
Operational Performance
- Efficient workforce planning and resource utilisation.
- Successful implementation of continuous improvement initiatives.
- Scalable, efficient and well-controlled operational processes.
Financial & Governance
- Effective budget management and cost control.
- Compliance with legal, regulatory and internal governance requirements.
- Effective risk management and audit readiness.
Vendor Management
- Strong supplier performance and productive external partnerships.
- Continuous improvement across outsourced service providers.
Authority & Decision Making
The role has authority over:
- Local recruitment, onboarding and workforce planning.
- Performance management and operational resource allocation.
- Operational process design and continuous improvement.
- Budget recommendations within approved limits.
- Oversight of vendors, suppliers and EOR/BPO providers.
- Escalation of operational, people and compliance risks.
Skills & QualificationsEssential
- Bachelor's degree in Business, Management, Human Resources, Commerce or a related discipline.
- Experience leading offshore, shared services, professional services or business support teams.
- Proven people leadership, coaching and workforce planning experience.
- Strong operational planning, organisational and project management skills.
- Excellent stakeholder management and communication skills.
- Experience improving operational processes and managing change.
- Strong analytical, problem-solving and decision-making capability.
- Experience managing budgets, reporting, suppliers and outsourced service providers.
- Proficiency in Microsoft Office, including Excel, Word, Outlook, Teams and PowerPoint.
Desirable
- Experience supporting Australian businesses.
- Knowledge of Philippine employment practices and EOR/BPO environments.
Attributes
- Strong leadership and relationship-building skills.
- Highly organised with excellent planning and prioritisation abilities.
- Commercially minded with a focus on operational excellence.
- Accountable, proactive and solutions-focused.
- Resilient, adaptable and comfortable managing change.
- Committed to collaboration, continuous improvement and high performance.
- Professional, reliable and aligned with TMA's values of integrity, inclusivity and long-term value creation.
Why Work With Us
The Migration Agency is purpose-driven and committed to empowering people and organisations to access talent and opportunity in a globally connected world.
Our impact extends beyond our clients through our philanthropy philosophy, contributing our products, people and profits to worthwhile causes each year. We're looking for people who share our values, are committed to making a difference, and strive to deliver exceptional outcomes.
