Operations Manager- Entec Pampanga

About the Role

Probe Group is seeking an Operations Manager for the Entec Pampanga program. The organization describes a culture built around curiosity, strong performance, and continuous improvement, with a focus on ambitious growth and innovative thinking.

Key Responsibilities

• Oversee the performance and growth of direct team members.
• Build daily, weekly, and monthly action plans using statistical, historical, and qualitative information.
• Run regular triad coaching sessions to identify strengths and development areas for assigned Team Leaders.
• Support the capability-building of direct reports and help strengthen management skills.
• Hold daily pre-shift or post-shift meetings to share important updates and priorities.
• Carry out routine performance reviews and evaluations.
• Track results, numbers, and productivity against targets on a daily, weekly, month-to-date, year-to-date, and where possible project-to-date basis.
• Review team statistics and reports in daily shift meetings.
• Ensure operational efficiency is maintained to expected levels so financial targets are not negatively affected.
• Confirm that service metrics, client standards, and turnaround times are achieved.
• Analyze performance trends and convert them into improvement plans.
• Prepare and submit daily, weekly, monthly, and annual reports on time.
• Maintain accountability across the team.
• Coach and develop the team so program targets are met and exceeded.
• Give regular feedback to subordinates on their performance.
• Record coaching discussions and create development plans for improvement areas.
• Document and support corrective action for behavioral or performance-related concerns.
• Lead, motivate, and guide direct reports.
• Communicate goals, objectives, tasks, and assignments clearly so the team has direction.
• Suggest or implement simple incentive initiatives to improve team output.
• Acknowledge individual and team achievements and ensure recognition is properly documented.
• Understand and consistently apply company policies, ethics standards, and code of conduct fairly.
• Set the standard by following company rules, procedures, and guidelines yourself.
• Build positive working relationships and encourage teamwork.
• Keep communication channels open within the team.
• Conduct skip-level meetings or focus group discussions with agents on a regular basis.
• Promote a constructive and positive mindset.
• Perform effectively in a fast-moving, high-energy, change-driven environment.
• Help keep attrition and absenteeism within manageable levels.
• Manage stakeholder relationships.
• Prepare and lead business reviews with clients.
• Take part in commercial discussions.
• Create change request or contract variation documents when required.
• Address client escalations and develop mitigation and action plans.
• Carry out assignments delegated by the Senior Operations Manager or higher management.
• Complete any other reasonable duties assigned.

Additional Information

This role is for someone who can balance team leadership, performance management, client coordination, and operational execution in a fast-paced environment.

Work Location

Carlton, Victoria, Australia. The role is onsite.

Other Information

The posting does not specify salary, openings, start date, application deadline, or other employment conditions such as notice period, working hours, or allowances.