Operations Manager with over 20 years of experience in BPO and offshoring industry
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A results-driven Operations Manager with over 20 years of experience in the BPO and offshoring industry, specialising in building, scaling, and leading high-performing teams. Proven ability to develop people, optimise operations, and deliver consistent, high-quality outcomes for global clients. Brings strong experience from UBT, where I led offshore operations, managing end-to-end recruitment, client relationships, and workforce performance while helping scale the business from a small team to a large, multi-client offshore operation across ANZ and the UK.
Experienced in offshore workforce management across diverse industries, including significant exposure to construction and engineering offshoring during my tenure at Cybalink Solutions. Strong background in implementing scalable processes to support rapid business growth. A proactive and adaptable leader who thrives in fast-paced environments, communicates effectively with senior stakeholders, and is committed to driving performance, accountability, and continuous improvement.
Offshore Operations/Account Manager | ANZ Region at UBT Universal Business Team (2023-06 – 2026-05)
Operations Manager /HSE Chairman at Cybalink Solutions (2019-06 – 2023-06)
Cybalink Solutions specialises in remote staffing for the construction and engineering sectors, supporting clients across Australia, the United States, and the United Kingdom. In my role as Operations Manager, I am responsible for the end-to-end setup, implementation, and ongoing management of client offshore teams. I ensure a smooth onboarding experience and efficient transition for clients establishing their satellite offices, maintaining a high standard of service delivery throughout.
I act as a key point of contact for both clients and internal teams, handling escalations, resolving operational issues, and supporting business development initiatives. I also provide leadership and mentorship to Client Services and Performance Supervisors (CSPS), guiding them in performance management, client engagement, and leadership development. My responsibilities include overseeing client campaigns, streamlining business processes, and ensuring teams are well-equipped through training, coaching, and continuous support.
I work closely with clients to understand their requirements and ensure timely and accurate fulfilment of staffing and operational needs. In addition, I oversee HR and recruitment functions, including talent acquisition for technical and professional roles. I collaborate with department leaders to align hiring strategies with business needs and ensure a strong pipeline of qualified candidates.
As HSE Chairman, I ensure compliance with DOH and DOLE regulations by maintaining up-to-date policies and procedures, including authoring the company's COVID-19 workplace policy. I also oversee the timely submission of regulatory reports and ensure adherence to all government-mandated requirements. I handle sensitive HR matters such as employee relations, investigations, and terminations, while also supporting policy development and ensuring alignment with organisational and regulatory standards.
Section Manager at Advance Credit Management Pty Ltd (2012-11 – 2019-03)
Responsible for leading and motivating a team of 70–100 staff, including 4 Team Leaders and 9 Senior Relationship Managers, to consistently exceed performance expectations. I oversee daily collections operations, ensuring productivity, compliance, and high-quality outcomes. I work closely with the Branch Manager and Co-COO to maintain strong communication channels and ensure ongoing support for both staff and operational needs.
I also partner with HR to align workforce planning with business demands. I deliver training on company policies and ensure alignment with Australian debt collection regulations. This includes developing and implementing training modules on negotiation strategies, skip tracing, and performance improvement.
I prepare and present weekly and monthly reports covering forecasts, staffing, quality assurance, and KPI performance to senior leadership. I also drive continuous improvement by upskilling Team Leaders and Senior Relationship Managers to strengthen leadership capability and team performance. In addition, I manage escalations and handle complex customer enquiries, working with solicitors and financial advisers to resolve issues effectively and maintain professional standards.
Customer Relations Manager at Credit Corp. Group (2011-03 – 2012-10)
Customer Service Associate at Optus Mobile - Postpaid (2009-06 – 2011-02)
Assisted Optus Mobile (Postpaid) customers with a wide range of enquiries relating to their mobile services, including billing concerns, account changes, service issues, and technical troubleshooting. Delivered consistent, high-quality customer support with a strong focus on resolving issues efficiently and ensuring a positive customer experience at every interaction. Recognised as one of the Top 3 performing agents for two consecutive years, achieving an average Voice of Customer (VOC/NPS) score of 92% annually.
Acted as a Subject Matter Expert (SME) for new starters by providing guidance, support, and informal coaching to help them settle into the role and improve performance. In addition, supported business growth through upselling and cross-selling mobile plans, device upgrades, and add-on services tailored to customer needs, while maintaining strong product knowledge and adherence to company processes.
Sales Specialist at Convergys - Shared Services (2005-01 – 2009-06)
Handled high-volume inbound calls for North American customers, processing orders generated from infomercial campaigns for brands such as Guthy-Renker and Proactiv Solutions. Provided end-to-end customer support throughout the ordering process, including product information, payment processing, order tracking, and issue resolution. In addition, managed customer enquiries and applications for financial services clients including HSBC North America and Chase, assisting with credit card applications and ensuring accurate capture of customer details in line with compliance and verification standards.
Maintained strong attention to detail while delivering a positive customer experience, ensuring accuracy, efficiency, and adherence to strict service and quality guidelines in a fast-paced contact centre environment.
Technical Support Representative at Skyes Asia (2004-03 – 2005-01)
Provided technical support to North American customers for Kodak digital products, including digital cameras and related devices. Assisted users with setup, troubleshooting, and connectivity issues, particularly in connecting cameras to computers and transferring photos and data. Delivered clear, step-by-step guidance to resolve technical enquiries and ensure customers could effectively operate their devices and related software.
Maintained a strong focus on customer experience by providing patient, easy-to-understand support tailored to varying levels of technical ability, ensuring efficient resolution of issues in a fast-paced support environment.
– PATTS College of Aeronautics
