Operations Services Manager

The organization is an independent, Australian-owned gas petroleum retailer and convenience operator offering premium fuel products and competitive pricing across the country. Established in 1993, it has grown into a major player in Australia’s fuel industry, operating more than 450 retail locations nationwide. As one of the largest privately owned groups in the sector, it is recognized for its strong competitive spirit, commitment to operational excellence, and continued expansion across retail, convenience, wholesale fuel, fuel import terminals, transport operations, and fleet card services. The company employs over 2,500 staff across Australia and remains dedicated to serving communities and supporting drivers nationwide.

Purpose of the Role

The Operations Services Manager (OSM) supports the General Manager in overseeing the end-to-end operations of the Business Process Outsourcing (BPO) organization that exclusively supports the Australian retail fuel network. This role leads the Philippine operations arm, ensuring strong team performance, operational excellence, customer satisfaction, profitability, and strategic growth.

The OSM ensures that all service delivery processes are fully covered and executed to meet customer expectations, while maintaining high standards of performance, quality, and compliance. The ideal candidate is a high-potential leader with strong financial acumen, operational expertise, and experience supporting multi-site retail or QSR environments. This individual must be capable of developing into a successor for the General Manager and able to lead a diverse BPO team across customer service, facilities, marketing, analytics, finance, and HR in close partnership with the Australian headquarters.

Key Responsibilities

- Establish and build the new Services division of the Philippine operations

- Monitor and manage KPIs such as SLA compliance, quality, productivity, and cost efficiency

- Participate in business transformation initiatives to drive efficiency, automation, and scalability

- Build strong partnerships with senior executives and internal stakeholders in Australia

- Assist in developing and executing operational strategies aligned with organizational objectives

- Foster a high-performance, people-centric culture focused on accountability, learning, and engagement

- Implement continuous improvement initiatives using Lean, Six Sigma, or similar methodologies

- Manage and optimize the BPO site budget, ensuring cost-efficient operations

- Prepare and analyze reports, forecasts, and operational budgets

- Ensure contractual obligations and service-level agreements are consistently met or exceeded

- Maintain compliance with local data privacy, health and safety, and regulatory requirements

- Ensure adherence to company policies, client requirements, and industry best practices

- Support risk management, people operations, and business continuity planning

Qualifications

- 3–5 years’ leadership experience in retail or BPO supporting multi-site retail operations

- Experience leading a multi-disciplinary team

- Exposure to or experience in the retail gasoline industry is advantageous but not required

- Ability to lead teams across diverse functions such as facilities, marketing, analytics, customer service, finance, or HR

- Bachelor’s degree in Business Administration, Management, or related field (MBA preferred)

- Strong background in process optimization, client relationship management, and people leadership

- Excellent communication, negotiation, and analytical skills

- Solid financial management and P&L experience

- Strong client partnership experience, ideally gained in a BPO environment

- Senior-level BPO leadership experience is an advantage

KPIs / Stakeholders

Key Performance Indicators:

- SLA and KPI compliance

- Client satisfaction and retention

- Employee engagement and attrition

- Operational efficiency and cost savings

Internal Stakeholders:

- General Manager – Retail

- Human Resources

- Head of Retail Operations

- Head of Convenience

- Facilities Management

- IT

External Stakeholders:

- Service providers (compliance, payroll, IT, facilities)

- Recruitment partners

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