The Business Supervisor is a senior operational leadership role responsible for the day-to-day supervision, performance, engagement and wellbeing of approximately 50 Manila-based staff supporting MA Financial’s Australian business operations. The role sits at the intersection of two accountability lines: providing in-country people leadership for the team, while those same team members maintain direct functional reporting lines into their respective Australian business areas.

The Business Supervisor is the key escalation point and operational anchor for the Manila team — ensuring individuals are supported, issues are resolved, KPIs are met, and team culture reflects MA Financial’s values. The role works in close partnership with both Australian stakeholders and the Manila Entity Management team, who hold overall responsibility for office management, corporate governance, regulatory compliance, budget, facilities, payroll, labour relations and recruitment services.

What you will do

Team Supervision & Day-to-Day Operations

• Lead the day-to-day management and operational oversight of approximately 50 Manila-based staff supporting MA Financial's Australian lending and business operations.
• Ensure service delivery standards, turnaround times, productivity targets, quality metrics and customer outcomes are consistently achieved.
• Provide day-to-day supervision for Manila-based staff operating across multiple business functions.
• Serve as the primary in-country point of contact and escalation for team members, managing people matters, conduct, attendance and workplace issues.
• Develop and implement operational plans aligned with business growth objectives and service delivery requirements.
• Ensure the team operates efficiently, consistently and in alignment with MA Financial's standards, policies and operational requirements.
• Manage workload allocation, resource planning and capacity management across operational functions, proactively identifying and addressing resourcing risks.
• Maintain visibility across team activity to identify emerging operational risks, performance issues, service disruptions or operational blockers, intervening proactively where required.
• Escalate operational risks, incidents and service issues to Australian leadership as appropriate.

Stakeholder Engagement

• Build and maintain strong, trusted relationships with Australian business leaders, functional heads and team managers who hold functional accountability for Manila-based staff.
• Act as the primary operational liaison and conduit between the Manila team and Australian stakeholders, providing regular updates on operational performance, team capability, service delivery, morale and emerging risks.
• Facilitate structured communication between Australian business areas and the Manila team, ensuring alignment on priorities, expectations, deliverables and business objectives.
• Participate in regular operational and strategic meetings with Australian stakeholders, contributing to planning, resource allocation and performance discussions.
• Collaborate closely with the Manila Entity Management team on people, operational, compliance, governance and facilities matters affecting the Manila operation.

Issues Resolution & Escalation

• Act as the key escalation point for operational issues, service delivery matters, interpersonal concerns, conduct issues and team-level conflicts.
• Triage, assess and resolve issues within scope, escalating operational, compliance or people-related matters to Australian stakeholders or the Manila Entity Management team where appropriate.
• Maintain clear escalation frameworks, ensuring issues are addressed promptly, documented appropriately and followed through to resolution.
• Support the resolution of complex operational and people matters in partnership with HR, the Manila Entity Management team and Australian business leaders.
• Promote a proactive approach to risk identification, issue management and operational governance.

Performance & KPI Management

• Drive a high-performance culture by working with Australian business areas to establish clear, measurable operational and individual performance expectations aligned to business objectives.
• Monitor team and individual performance against agreed KPIs, service levels, productivity measures and quality standards, identifying trends and improvement opportunities.
• Conduct regular performance reviews, coaching sessions, goal setting and development planning in partnership with Australian functional managers.
• Implement performance improvement plans where required, providing structured coaching and support.
• Recognise and celebrate high performance to drive engagement, motivation and retention.
• Analyse operational metrics and provide recommendations to improve efficiency, customer outcomes and business performance.

Engagement & Retention

• Champion a positive, inclusive and high-performing culture that reflects MA Financial's values and supports employee engagement, wellbeing and retention.
• Lead, coach, mentor and develop Team Leaders and operational staff, supporting capability development and succession planning.
• Foster a culture of accountability, continuous improvement and customer focus.
• Proactively identify and address factors impacting morale, engagement or attrition, escalating systemic issues where appropriate.
• Lead employee engagement initiatives aligned with broader organisational programmes.
• Conduct regular one-on-one meetings and team check-ins to maintain strong engagement and identify wellbeing or development needs.

Recruitment Support

• Support the end-to-end recruitment process in partnership with the Manila Entity Management team.
• Liaise with Australian stakeholders to define role requirements, skills profiles and workforce planning needs.
• Participate in interviews and selection processes, providing operational and cultural assessment input.
• Support onboarding, induction and training to ensure new employees understand their responsibilities, reporting lines, operational standards and performance expectations.
• Coordinate onboarding logistics and employment documentation in accordance with Philippine labour law and MA Financial requirements.

Policy Compliance

• Ensure all operational activities comply with Australian regulatory requirements, MA Financial policies, internal controls and relevant Philippine labour and corporate governance obligations.
• Maintain strong operational risk management practices and promote a culture of compliance, accountability and operational discipline.
• Act as an in-country ambassador for MA Financial's compliance obligations, reinforcing expectations around conduct, data handling, conflicts of interest and regulatory requirements.
• Support internal and external audits and ensure timely implementation of audit actions.
• Ensure accurate record keeping, documentation and document retention standards are maintained.
• Support mandatory compliance training and ensure completion rates meet required standards.
• Identify, investigate and escalate policy breaches, compliance risks and operational issues in accordance with MA Financial's governance frameworks.

Process Improvement

• Identify opportunities to improve operational efficiency, service delivery, quality, productivity and customer outcomes across the Manila operation.
• Lead operational projects, process redesign, workflow enhancements and change initiatives supporting business growth.
• Implement automation and technology solutions where appropriate to improve operational effectiveness.
• Develop, maintain and continuously improve Standard Operating Procedures (SOPs), supervision frameworks and operational documentation.
• Monitor and improve operational KPIs, service metrics and reporting to support informed decision-making.
• Support the implementation of new systems, tools and operational processes, including change management and communication activities.
• Contribute to broader organisational improvement initiatives as directed by Australian stakeholders or the Manila Entity Management team.

Skills, qualifications and experience

• Minimum 5 years' experience in Workforce Management, Operations, Service Delivery, Contact Centre Operations, or an operational leadership role within the financial services industry.
• Demonstrated experience managing operational KPIs, productivity, service levels, workforce planning, and resource allocation.
• Proven ability to coach and influence Team Leads or operational leaders to improve team performance, productivity, and customer outcomes.
• Demonstrated ability to work effectively in a matrix or hybrid reporting environment, partnering with cross-functional teams and Australian stakeholders.
• Strong analytical and problem-solving skills, with the ability to interpret operational data and recommend improvements.
• Excellent written and verbal English communication skills, with the ability to engage confidently with senior Australian stakeholders.
• Sound understanding of Philippine labour law and HR best practices.
• Experience working in or with Australian-headquartered organisations is highly regarded.
• Banking, lending, mortgage, or home lending experience is an advantage.
• Tertiary qualifications in Business Administration, Operations Management, Human Resources, or a related field are preferred.
• Proficiency in the Microsoft 365 suite