Business Operations Manager (Offshore)

Position: Business Operations Manager (Offshore)
Work setup: Hybrid | Day shift
Location: Eastwood, Quezon City

Responsibilities

• Offshore Team Leadership & Performance Management: Provide day-to-day leadership and oversight of all Stellar-dedicated personnel within the BPO across Manila and Clark; Set clear performance expectations, KPIs, and service standards aligned to Australian business needs; Monitor individual and team performance, addressing underperformance proactively with the BPO provider; Drive a high-performance culture focused on accuracy, responsiveness, and accountability
• BPO Vendor Management & Governance: Act as the primary relationship manager with the BPO provider; Ensure contractual service levels (SLAs/KPIs) are met and exceeded; Lead regular performance reviews, service reviews, and governance meetings with the BPO; Escalate and resolve service delivery issues, resourcing gaps, and quality concern...