Site Lead

Overview

Ready to lead a team that bridges the gap between clients and VAs while driving operational excellence?

Do you thrive on mentoring others and shaping systems that deliver real impact?

Want to be the driving force behind exceptional client experiences and team success?

Let's make that happen

About VA Platinum

VA Platinum is a leading, fast-growing offshore staffing solution for Australian and New Zealand small and medium businesses. We recruit and manage virtual assistants (VAs) to empower business owners to achieve their goals. At the same time, we create meaningful opportunities for our staff in the Philippines to lead better lives.

We pride ourselves on having a supportive and collaborative team. We value energy, candid communication, and a high-performance work environment. We are looking for someone who fits well into this culture and can contribute positively to our team's dynamic.

About the Role

The Site Lead is responsible for the entire Client Delivery and Operations, who is responsible for the ongoing delivery of all aspects of client engagement, including management of each VA on behalf of their clients.

The Client Delivery Team’s purpose is to act as the conduit between VAs and clients, to enhance the experience of both parties, and guide the client relationship to ensure that each experience meets set standards through delivery pillars. The Site Lead acts as a coach and mentor to the Client Delivery and Operations Team, guiding them towards excellence and ensuring optimal service delivery. The Site Lead maintains and designs systems and processes to improve efficiency and increase the value provided to our VAs and Clients, measured by key performance metrics.

Ideal Candidate (Must Have Requirements)

• With at least 5 years of Site Lead or experience in a similar role in a BPO setting - managing client services and operations
• Proven ability to design and execute strategies within client services and operations teams, and implement process improvement initiatives
• Ability to lead and inspire cross-functional teams, fostering a culture of collaboration, accountability, and continuous improvement.
• Strong experience with budget management - overseeing budgets, driving cost efficiency, and ensuring profitability while maintaining service quality and customer satisfaction.
• In-depth knowledge of key performance metrics, with the ability to analyse data and leverage insights to drive operational decisions, enhance performance, and achieve organisational goals.
• Expertise in driving change initiatives, managing client relationships, and aligning operational strategies with business objectives to achieve sustainable growth and operational excellence.
• Bachelor’s degree or a minimum of 10 years of senior leadership experience in a BPO setting, with a track record of successfully managing small to medium-scale operations, leading high-performing teams, and driving business growth.
• Amenable to work in our Davao Office: Robinsons Cybergate Delta Davao.

Tasks and Responsibilities

• Lead and manage the overall performance of Client Delivery and Operations, ensuring the delivery of high-quality service and strong engagement with both Clients and the VAs.
• Drive process innovation and optimisation, or create new processes, to enhance capacity and improve value delivery for both VAs and clients.
• Identify and implement actionable insights based on performance data, addressing any gaps or areas for improvement while motivating the team to reach their full potential.
• Collaborate with senior leadership to align operational strategies with broader business goals, ensuring that client satisfaction, service quality, and operational efficiency are consistently met and exceeded.
• Provide data-driven performance feedback and guidance to the team, overseeing the implementation of a robust performance management framework. This includes establishing clear KPIs, tracking performance, conducting regular evaluations, and facilitating monthly performance appraisals to ensure alignment with organisational goals.
• Collaborate with senior leadership to align operational strategies with broader business goals, ensuring that client satisfaction, service quality, and operational efficiency are consistently met and exceeded.
• Lead and manage change initiatives effectively, guiding the team through organisational transitions and process improvements.
• Support training and development of VAs to ensure they stay up-to-date with service delivery standards, client expectations, and company values, particularly in response to evolving client needs and operational changes.

Industry-leading benefits

• HMO w/ Dental Coverage + Dependents
• 2-week paid Holiday Break. Enjoy the season without worrying about your work.
• Fixed weekends off (Saturday and Sunday). Take control of your weekends, relax with loved ones, or indulge in your passions.
• Take advantage of working the day shift schedule Wake up to the sunrise and wind down as the sun sets.

We have a virtual recruitment process. What you need

• Stable Internet Connection (at least 10 Mbps)
• Laptop or PC w/ Webcam

Other Career Opportunities

• General Admin VAs
• Digital Marketing Specialists
• AU Accountants/Bookkeepers
• Financial Planning VAs
• Mortgage Broking VAs
• Mortgage Parabrokers (anywhere in the PH)
• Paraplanners
• Executive Assistants
• Operations Manager - Client Facing

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