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 ****, 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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