Operations Manager

Operations Manager (Up to ₱70,000 | Hybrid | FREE AI Certification)

Cebu, Philippines | 8:00 PM – 5:00 AM PHT | Monday to Friday

Are you a payroll or call center leader who thrives on turning high-volume, fast-paced operations into smooth, well-run teams? We're looking for an Operations Manager to lead two connected service functions — a rapid-response team that resolves client questions on the first contact, and a centralized operations team that keeps standardized payroll tasks moving accurately and on time.

In this role, you own staffing, performance, and quality across both teams, using data to spot trends, coach your people, and continuously raise the bar on service. You'll start onsite for the first two months to build strong working relationships with your team, then move into a hybrid schedule (3 days in-office, 2 days work-from-home), with the option to move to full remote work reviewed after six months.

YOU'RE LIKELY A STRONG FIT IF YOU HAVE

• 3+ years of payroll processing or payroll customer service experience
• 3+ years of experience in a high-volume call center or contact center environment
• 2+ years of direct people management or supervisory experience
• Solid working knowledge of payroll processing, calculations, deductions, and reporting
• Experience managing service levels, schedules, workload distribution, and quality standards
• Comfort using CRM, contact center, or case-management platforms

STRONG SIGNALS

• Associate's or bachelor's degree in business, HR, accounting, or a related field
• Experience managing both client-facing and back-office operational teams
• Hands-on experience with Salesforce, UJet, or similar case-management platforms
• Background in workforce management, including forecasting, scheduling, and capacity planning
• Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)
• Lean, Six Sigma, or process-improvement experience

RESPONSIBILITY PILLARS

Team Leadership and Development

You lead, coach, and develop a team of payroll specialists across both the rapid-response and centralized operations functions.

• You set clear performance expectations for productivity, accuracy, quality, and schedule adherence
• You conduct regular one-on-ones, coaching sessions, and performance reviews
• You identify skill gaps and partner with training teams to close them
• You support hiring, onboarding, and succession planning for the team

Service Operations Management

You own the day-to-day performance of both the rapid-response support team and the centralized payroll operations team.

• You manage staffing, scheduling, and workload distribution across both functions
• You monitor call and case metrics, including service level, handle time, turnaround, and accuracy
• You ensure standardized tasks are completed accurately and within established turnaround times
• You support escalated client concerns and help de-escalate urgent situations

Performance, Quality, and Process Improvement

You use data to drive continuous improvement across both service functions.

• You build and maintain dashboards, scorecards, and recurring performance reviews
• You conduct root-cause analysis on errors, missed service levels, or backlogs, and execute corrective action plans
• You identify opportunities to standardize, simplify, or automate work
• You partner with Workforce Management, Training, Product, and other teams on process changes

ABOUT THE CLIENT

Our client is a U.S.-based, publicly traded provider of cloud-based payroll and HR technology solutions, serving businesses across the United States. They're known for helping companies simplify payroll, compliance, and workforce management through a combination of software and outsourced service delivery.

Benefits of GOTEAM

Accelerate Your Personal Growth

• Company-provided laptop + second monitor
• Industry-best HMO for 1 dependent + extended dependents (₱300,000 coverage, private room, ₱10,000 meds reimbursement)
• Option to enroll up to 4 additional dependents via salary deduction
• ₱1M life insurance coverage
• Membership in GoTeam Sports Club, Yoga, and Wellness Programs

Unlock Your Possibility

• Prorated 5 days Vacation Leave + 5 days Sick Leave upon regularization
• 5 Service Incentive Leave (SIL) days upon first work anniversary (convertible to cash if unused)
• Salary loan access (post-regularization)
• Employee discounts, raffles, and Day-1 welcome gift
• Opportunity to win a trip to Bali through company programs

Live Your Purpose

• Join GoTeam Cares volunteer programs
• ₱10,000 referral bonus + opportunity to win a trip to Bali
• Monthly gratitude events, team dinners, and leadership talks

Your Family's Benefits

• 24/7 financial, legal, and counseling support (up to 4 family members)
• Free telemedicine consultations
• Virtual family events and prize opportunities

OUR HIRING PROCESS

What Happens After You Click "Apply"

When you click "Apply," you'll first be directed to our Careers Page to create your R24 profile. Once your profile is complete, you'll automatically be guided to Multiplai Interview Room, our AI-powered, self-guided interview experience designed to be fair, flexible, and stress-free. You can start immediately or complete it later at a time that works best for you.

What you'll need:

• Stable internet connection
• Desktop or laptop
• Headset

You'll answer interview questions at your own pace — no live interviewers, no surprise questions, and no pressure. Once completed, the platform generates an AI-assisted summary of your responses, and one of our recruiters will follow up with next steps.

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