This is a hands-on people leadership role suited to someone with a comfortable driving customer service standards – you will set the operating rhythm for the team, coach individual contributors, and act as the key link between the Manila site and SPC Global’s Australia-based stakeholders.
Key Responsibilities
Team & People Leadership
Lead, coach and performance-manage a blended team of Finance and Customer Service staff, setting clear KPIs and conducting regular 1:1s and performance reviews.
Manage rostering, attendance and shift coverage to ensure overlap with Australian business hours.
Drive engagement, retention and career development within the team, in line with Satellite Office and SPC Global people practices.
Onboard and train new hires, ensuring consistent process knowledge across both functions.
Customer Service Operations
Manage day-to-day customer service delivery, including order queries, complaint resolution and service-level adherence.
Monitor SLAs, quality scores and customer satisfaction metrics; implement corrective actions where targets are missed.
Act as the point of escalation for complex or sensitive customer issues.
Stakeholder Management & Reporting
Serve as the primary Manila-based point of contact for SPC Global’s Australia stakeholders on operational matters.
Prepare and present regular performance reporting to onshore leadership and Satellite Office account management.
Partner with Satellite Office site leadership on facilities, HR and compliance matters affecting the team.
Continuous Improvement
Identify opportunities to streamline finance and customer service workflows, including automation and system improvements.
Document and maintain up-to-date process guides/SOPs for both functions.
Qualifications & Experience
Bachelor’s degree in Accounting, Finance, Business Administration or a related field.
At least 5 years' experience in a Team Lead, Supervisor or Operations Manager role within a shared services, BPO or finance operations environment.
Solid grounding in finance/accounting operations (AP/AR, reconciliations, reporting); prior experience in a finance-facing role strongly preferred.
Demonstrated experience managing or supervising a customer service function (voice, email or chat support).
Experience supporting an Australian, US or other international client account is highly regarded.
Working knowledge of ERP/finance systems (e.g. SAP, Oracle NetSuite, Xero) and CRM/ticketing platforms (e.g. Zendesk, Salesforce) is an advantage.
Excellent English communication skills, both written and verbal, with the ability to engage confidently with senior offshore stakeholders.
Willingness to work a shift aligned to Australian business hours.
Key Competencies
People leadership and coaching – able to motivate and develop a multi-disciplinary team.
Strong organisational and time-management skills; comfortable balancing competing priorities across two functions.
Analytical mindset with sound judgement on financial and operational risk.
Customer-centric with a track record of managing service quality and SLAs.
Clear, confident communicator across all levels, including with offshore executives.
Adaptable and resilient in a fast-growing, evolving shared services environment.
What SPC Global & Satellite Office Offer
Competitive salary, benchmarked to the Manila shared services / BPO market for a Team Lead-level role.
HMO coverage, government-mandated benefits and standard Philippine leave entitlements.
Exposure to an ASX-listed international client and career growth within a scaling offshore operation.
A collaborative, people-first culture backed by Satellite Office’s onsite support in Manila.
At Satellite Office, we help businesses build high-performing offshore teams in the Philippines, enabling you to scale quickly, reduce costs, and boost efficiency.
We’re not your typical offshoring provider; we’re your strategic growth partner.
With over a decade of experience and more than 1,800 staff, we’ve helped companies like Send Payments, Uber, Chatime, HelloFresh, King Living, and Pet Circle grow by connecting them with top-tier talent across IT, finance, sales, marketing, operations, customer service, and beyond.
Unlike traditional offshoring or BPO models, with Satellite Office, your offshore staff works directly with you, reporting into your team and aligning with how you work from day one.
We've carefully chosen the Philippines for their strong English proficiency and Western-influenced culture, making communication easy and collaboration feel natural. Watch as your team integrates faster and works as one.
Why should you choose us?
✅ Top talent for any roles, tailored to you
Our expert recruiters source high-quality professionals who fit your exact business needs and culture, whether it's customer service, sales, IT, software development, finance, creative design, digital marketing, or back-office support.
✅ Fully managed, with expert support
We handle all the essentials — HR, payroll, IT, admin, and account management — so you can focus on your offshore team's performance, not paperwork.
✅ Premium office infrastructure
Your remote staff operates from state-of-the-art serviced offices equipped with advanced, reliable network infrastructure, ensuring seamless operations and collaboration.
✅ Hands-on leadership
With dedicated management teams in Australia, the US, and the Philippines, we provide local expertise, strategic insights, and ongoing support to ensure your offshoring journey succeeds.
Ready to see how offshoring can transform your business?
Visit our website or DM us for a free offshoring consultation.
