Office Manager

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Role objective and areas of focus.
The Office Manager is a key local representative of the People team function, ensuring that Directed's Manila-based team members are supported, engaged, and aligned with company values, processes and performance expectations.
The primary objective of the Office Manager is to work closely with the Talent Manager to act as the first point of contact for Directed in Manila, providing essential support to both local BPO employees and Australian stakeholders, balancing on-the-ground operational needs with HR and engagement priorities. This is a hands-on operational management role with a people-first approach, ensuring Manila employees feel supported, recognised and are a part of a global, high-performing team.

This role can be broken down into the following key areas of focus and responsibilities:

• Employee Engagement
• Stakeholder Support
• Continuous Improvement
• HR Administration & Support

Key responsibilities
Some of the responsibilities of the Office Manager role will include but are not limited to:
Employee engagement

•Foster a positive, inclusive and high-performance culture among Manila-based staff that reflects Directed's global values.

•Plan, coordinate and deliver local engagement initiatives including social events, recognition activities, wellness programs and cultural celebrations.

•Act as a trusted point of contact for employees, providing guidance and support regarding workplace concerns, performance expectations and wellbeing matters.

•Implement and monitor engagement programs such as 15Five, ensuring active participation and timely completion of reviews and feedback.

•Regularly analyse engagement results, attendance, and feedback to identify trends and recommend actionable improvements.

•Promote consistent communication of company updates, People initiatives, and performance expectations to the local team.

•Champion inclusion and diversity, encouraging open dialogue and positive relationships within the Manila office.

Stakeholder Support

•Partner with Australian managers to coordinate and monitor the performance and wellbeing of Manila-based team members.

•Ensure local adherence to Directed's performance-management and disciplinary frameworks, escalating complex matters to the Talent Manager.

•Maintain effective relationships with the BPO's leadership team to ensure all employment and workplace matters are resolved promptly and transparently.

•Provide regular reports to the Talent Manager and relevant Australian stakeholders on attendance, productivity, engagement and compliance metrics.

•Support the facilitation of manager feedback sessions, training initiatives, and performance-review cycles for Manila staff.

•Coordinate logistical arrangements for visiting Australian leaders or training sessions, ensuring the workplace is prepared and staff are informed.

Continuous Improvement

•Review and refine existing office and HR processes to enhance efficiency, accuracy and employee experience.

•Recommend and implement system or process enhancements in partnership with the Talent Manager and other cross-functional teams.

•Participate in regional and global People Team projects such as system migrations, policy reviews or learning-management initiatives.

•Keep abreast of changes to Philippine labour laws and employment standards, highlighting any impacts on policy or process to the Talent Manager.

•Regularly evaluate vendor performance (facilities, BPO partners, suppliers) and propose improvements or alternatives where appropriate.

•Contribute ideas and insights to promote innovation, wellbeing and engagement across the Manila operation.

HR Administration & Support

•Oversee the complete employee lifecycle for Manila staff – from onboarding and induction to exit and offboarding – ensuring every stage complies with Directed Group standards and local legislation.

•Coordinate pre-employment checks, contracts, new-starter documentation and system access.

•Assist to create training or LMS documentation as required.

•Facilitate induction programs to introduce staff to Directed's culture, systems and performance frameworks.

•Maintain accurate employee records, personnel files and compliance documents within the HRIS (e.g. Employment Hero) and ensure data confidentiality at all times.

•Manage day-to-day HR queries including payroll, leave, timesheets, benefits and policy interpretation, liaising with payroll providers and the BPO where necessary.

•Conduct exit interviews and ensure feedback is captured and shared to support retention strategies.

•Support local WHS/OH&S obligations – ensuring a safe, compliant and well-maintained office environment – and liaise with relevant responders or safety officers.

•Monitor attendance, overtime and roster compliance, reconciling data against payroll submissions to ensure accuracy.

•Prepare regular HR and administrative reports including turnover, absenteeism, and engagement metrics.

•Coordinate company assets (IT equipment, access cards, etc.) distribution and retrieval in partnership with local and Australian IT teams.

Join the A-Team and experience the A-Life