Team Manager (Day Shift, On-site Clark Office)

About Shore360:

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

About Kinyara Health

Kinyara Health is a business with a unique mission to keep personal, local care alive for ageing Australians and people living with disability, to find their forever home care in one of our remarkable community brands, based in NSW, Victoria and South Australia. In the face of industry reform, we've doubled down on this commitment, and as a result, we've grown at pace into the hearts and homes of more Australians than ever before.

Our growing group has a unique service model to set us up for success – where community-founded businesses of up to 45 years have legacies honoured through strong local service, enabled by shared services and a technology-forward approach that never compromises client experience and community connection.

Through significant growth and reform transition we remain deeply anchored to our community mission, quality standards and culture that invites high performers driven to make an impact.

Our Values

Kindness: We respect and value every person for who they are

Courage: We collectively embrace what's in front of us, stay agile and always find a way

Excellence: Always reaching to create better experiences and outcomes

General Expectations

We set a high standard of behaviour for our team. We have a zero-tolerance policy for bullying and harassment. We expect all team members to respect others and uphold our values and code of conduct in all interactions with clients, colleagues, visitors, and stakeholders. Our team members must be flexible, enthusiastic, and dedicated to providing top-quality care and support.

Safety is a top priority, and all team members must understand and follow our Workplace Health & Safety policies and procedures, participate in safety training and risk assessments, and promptly report any safety incidents or near misses. Team members are required to comply with internal policies and procedures which may be amended from time to time.

About the Role

The Team Manager is responsible for leading and overseeing offshore administrative support functions for the Support at Home (SAH) program. This role ensures high-quality onboarding, training, workflow management, and continuous quality improvement of administrative tasks that support exceptional client experience.

The role plays a critical part in maintaining service quality, driving operational efficiency, ensuring compliance with documentation and privacy standards, and supporting performance management in collaboration with onshore leaders. Furthermore, this role will act as the operational and cultural bridge between all offshore team members and Australian stakeholders

Key Responsibilities

Onboarding & Capability Development

• Develop and implement a structured onboarding framework for offshore admin staff

• Deliver and monitor onboarding training programs, including:

  • Support at Home fundamentals

  • System usage (e.g., Lookout and associated platforms)

  • Documentation standards and record-keeping

  • Privacy, confidentiality, and compliance obligations

• Conduct competency assessments during onboarding

• Ensure team members understand and adhere to escalation pathways and operational protocols

• Complete structured 30/60/90-day quality and performance reviews for new starters

Workflow Monitoring & Quality Assurance

• Monitor Lookout tickets, workflow queues, and task allocations

• Audit task completion for accuracy, completeness, timeliness, and quality

• Ensure correct and consistent use of ticket templates and documentation standards

• Track and report on SLA adherence

• Identify workflow bottlenecks, inefficiencies, and risks

• Recommend and implement process improvements

Continuous Training & Improvement

• Deliver refresher training sessions based on quality assurance findings

• Maintain and update training materials in line with system, process, and regulatory changes

• Facilitate targeted micro-learning sessions addressing recurring errors

• Support rollout of new processes, systems, and reform-related changes

• Ensure alignment of team capability with evolving regulatory requirements

Team Leadership and People Management

• Lead, coach, and develop a team of offshore staff (e.g. admin, customer service, finance, IT)

• Conduct regular 1:1s, coaching sessions, and performance reviews

• Foster a positive, engaged, and high-performance culture

• Manage attendance, scheduling, and workforce planning

• Handle employee concerns, retention, and performance improvement plans (PIPs)

Operational Management

• Oversee day-to-day operations to ensure efficient service delivery

• Monitor workflows, allocate tasks, and optimise productivity

• Implement and maintain standard operating procedures (SOPs)

• Drive continuous improvement initiatives and process optimisation

Stakeholder management

• Act as the primary point of contact for all Australian stakeholders

• Provide proactive updates and manage escalations professionally

• Model effective working relationships across multiple stakeholders to promote collaboration, trust, and team cohesion

• Support onshore managers by coordinating offshore resources, resolving issues, and ensuring timely communication

• Acting as the cultural steward for the offshore team and playing an active role in recruitment and engagement

Key Performance Indicators (KPIs)

• SLA compliance rates for ticket resolution and task completion

• Quality audit scores (accuracy, completeness, compliance)

• Onboarding effectiveness (time to competency, 30/60/90-day outcomes)

• Reduction in rework and error rates

• Training completion and effectiveness measures

• Process improvement outcomes and efficiency gains

• Engagement and performance improvement across offshore team

Key Competencies

• Strong leadership and team coordination skills, including experience being a liaison between BPO's and external companies

• Excellent communication and stakeholder management skills, with the ability to act as a trusted liaison across regions

• High level of integrity and honesty, demonstrating ethical decision-making and transparency in all interactions

• Strong cultural awareness and sensitivity, with the ability to work effectively across Australian and Philippines teams

• Proven ability to manage complex situations, competing priorities, and operational challenges with sound judgement

• High attention to detail and commitment to quality assurance

• Analytical mindset with the ability to identify workflow inefficiencies and drive continuous improvement

• Capability to deliver structured training, coaching, and performance feedback

• Sound understanding of compliance, privacy, and documentation standards

• Adaptability and resilience in a fast-paced, reform-driven environment

Experience & Qualifications

• 3–5+ years in BPO/offshore team management or operations leadership

• Experience supporting Australian or international clients

• Strong leadership, coaching, and performance management skills

• Excellent English communication (written and verbal)

• Experience managing KPIs, reporting, and service delivery

• Experience in quality assurance, workflow management, or operational support

• Familiarity with ticketing/workflow systems

• Experience and understanding of regulatory environments and highly compliant work requirements

ShoreXtra Perks

• Attendance Bonus –Get a chance to win ₱5,000 every pay run through a perfect attendance incentive draw.

• Fixed Weekends Off – Enjoy a guaranteed work-life balance with Saturdays and Sundays off

• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day

• Photography Club, Dance Club, Fitness Club, Book Club, Music Club

• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards

• Silver Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.

• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays

Work Set Up:

• On-Site

• Work Schedule: Monday to Friday, 7:00 am to 4:00 pm