PH Country Head - AU Facility Services

Job Overview

Level Up Talent Solutions is looking for a Lean-Pro PH Country Head - AU Facility Services to lead a growing Philippines-based offshore team supporting Australian facility services operations.

This role will provide day-to-day leadership across service delivery, workforce planning, performance management, process improvement, and shared services operations. The PH Country Head will help establish and scale the local team, ensure operational standards are met, and serve as a key coordination point between the Philippines team, Australian stakeholders, and external partners.

The ideal candidate is a hands-on operations leader with strong experience in shared services, BPO, offshore operations, or service delivery. They should be comfortable leading a small but growing team, building structure from the ground up, managing KPIs and SLAs, and supporting continuous improvement in a fast-moving operational environment.

Responsibilities

• Lead day-to-day operations of the Philippines-based offshore team supporting Australian facility services operations
• Oversee service delivery across finance, customer service, IT help desk, administration, and broader shared services functions
• Build and strengthen the offshore capability, including team onboarding, knowledge transfer, integration, and staged workforce growth
• Establish operating cadences, reporting routines, performance visibility, and accountability across KPIs, SLAs, productivity, quality, and customer satisfaction
• Manage workforce planning, scheduling, resource allocation, shift rosters, and service coverage aligned with Australian business hours and public holidays
• Coordinate closely with Australian operations, account management, functional leaders, and support teams on priorities, transitions, escalations, and service improvements
• Support the expansion of future functions, including bid and tender support, help desk services, project coordination, and broader shared services
• Manage operational issues, escalations, service recovery, and continuous improvement initiatives
• Use reports, data, and performance trends to identify gaps, recommend improvements, and strengthen service delivery
• Maintain SOPs, workflows, operational documentation, and process standards
• Support quality, safety, compliance, risk management, mobilisation, and change initiatives
• Coach team members, support onboarding, contribute to interviews and selection, and help build a culture of accountability, productivity, and retention
• Manage attrition proactively and support employee engagement within the offshore team
• Ensure local compliance with Philippine labour requirements, including DOLE regulations, SSS, PhilHealth, Pag-IBIG, 13th-month pay, and applicable night differential rules
• Maintain office readiness, including facility, IT, information security, workstations, business continuity, power, and connectivity requirements
• Manage the day-to-day relationship with satellite office or Employer of Record partners, including service levels, cost transparency, contractual obligations, and workforce support
• Provide clear operational reporting, insights, recommendations, and updates to management
• Protect and maintain confidentiality of Australian finance, credit, accounts payable, and operational data handled offshore

Qualifications

• Bachelor’s degree in Business, Operations, Management, or a related field
• At least 5–10 years of experience in operations, service delivery, shared services, BPO, or a comparable leadership environment
• Proven experience managing teams, operational KPIs, SLAs, productivity, quality, and performance improvement initiatives
• Experience leading mixed support functions such as finance, accounts payable, customer service, IT help desk, administration, or shared services
• At least 3 years of experience supporting an Australian client base in a shared services, BPO, or offshore operations setting
• Working knowledge of Australian business hours, public holidays, service expectations, communication standards, and escalation practices
• Working knowledge of Philippine labour law and statutory compliance, including DOLE requirements, mandatory government contributions, 13th-month pay, and night differential rules
• Strong workforce planning, stakeholder management, analytical, problem-solving, and process improvement skills
• Excellent written and verbal English communication skills
• Able to lead a small but growing team while embedding standards, managing change, and building operational discipline
• Hands-on, adaptable, proactive, and comfortable building processes and service delivery structure from the ground up
• Strong sense of ownership, accountability, confidentiality, and operational professionalism

Nice to Have

• Experience in BPO, facilities management, property services, or another service-based industry
• Experience managing an Employer of Record, satellite office, or offshore vendor relationship
• Experience supporting Australian clients, accounts, or operations
• Experience scaling new offshore functions or building shared services teams from the ground up
• Experience managing staff attrition, employee engagement, and team performance in a BPO environment