POSITION DESCRIPTION

Team Leader — Manila Operations (Operations Manager)

Position Title

Team Leader — Manila Operations

Location

Manila, Philippines (Remote/Offshore)

Reports To

General Manager OC & Head of Finance (Melbourne, Victoria)

Employment Type

Full-Time

Team Oversight

Admin Staff, Associate OC Managers (Assistants), Finance Staff

Department

OC Management Operations

Date

[Insert Date]

Approved By

[General Manager OC / Director]

Amity Strata Management is a Melbourne-based Owners Corporation management firm providing efficient, transparent, and client-focused management services to a diverse portfolio of residential and mixed-use buildings across Victoria. Our services are delivered in full compliance with the Owners Corporations Act 2006 (Vic) and the Owners Corporations Regulations 2018. Our Manila-based team plays an integral role in supporting our Melbourne operations, providing administrative, financial, and coordination support to our OC Managers and ensuring consistent, high-quality service delivery across the portfolio. Compliance with Amity's internal policies and procedures, and alignment with Victorian legislative requirements, is fundamental to everything our Manila team does.

The Team Leader — Manila Operations is responsible for the day-to-day leadership, coordination, and quality oversight of Amity's Manila-based team. This team provides administrative, assistant, and financial support to the Melbourne-based OC Management team. The Team Leader acts as the primary point of accountability for the Manila team's performance, compliance, and conduct. They work closely with the General Manager OC and Head of Finance (both based in Melbourne) to ensure that all tasks are completed accurately, on time, and in accordance with Amity's standard operating procedures, templates, and service standards. This is a compliance-focused leadership role. The Team Leader is expected to champion Amity's policies and procedures, embed a culture of accuracy and accountability within the Manila team, and act as the first line of quality control before work product is delivered to the Melbourne team or to clients.

3.1 Team Leadership & People Management

• Lead, supervise, and coordinate the day-to-day activities of the Manila-based admin, assistant, and finance staff.
• Conduct regular team check-ins, individual performance conversations, and structured one-on-ones to monitor output, wellbeing, and development.
• Provide clear direction, prioritisation guidance, and workload distribution across the team to ensure deadlines are consistently met.
• Support onboarding and training of new Manila team members, ensuring full familiarity with Amity's systems, procedures, and templates.
• Act as the first point of escalation for the Manila team before matters are referred to Melbourne management.
• Identify performance issues within the team promptly and manage these in consultation with the General Manager OC.
• Foster a professional, collaborative, and accountable team culture aligned with Amity's values.

3.2 Compliance & Procedure Adherence

• Ensure all team members strictly follow Amity's Standard Operating Procedures (SOPs), templates, and process guidelines at all times.
• Monitor team output for compliance with Amity's internal policies and escalate any deviations to Melbourne management promptly.
• Maintain a thorough working understanding of the tasks performed by the Manila team in the context of the Owners Corporations Act 2006 (Vic) and Owners Corporations Regulations 2018, ensuring all work is completed within this legislative framework.
• Conduct regular quality checks on work produced by the team (including correspondence, documents, financial entries, and data) to ensure accuracy, completeness, and adherence to Amity standards.
• Track the implementation of any updated procedures or policy changes issued by Melbourne management and ensure these are embedded across the Manila team.
• Maintain records of team compliance activities, quality audits, and any corrective actions taken.
• Ensure all team members use approved Amity templates and systems for every task — no exceptions.

3.3 Administrative & Assistant Support Oversight

• Oversee the delivery of administrative support tasks by the Manila team, including document preparation, filing, data entry, meeting coordination, correspondence drafting, and Urbanise system updates.
• Ensure all administrative outputs meet the quality and timeliness standards required by the Melbourne OC Management team.
• Coordinate the preparation and distribution of meeting packs, minutes, OC Certificates, owner communications, and other documentation as directed.
• Ensure the My Community Portal, Urbanise, and shared file systems are kept current and accurate by the Manila team.
• Oversee the lodgement and monitoring of insurance claims, breach notice drafting, and other assistant tasks completed by the Manila team, confirming OC Manager sign-off is obtained before issuance.

3.4 Finance Support Oversight

• Oversee the Manila-based finance team's delivery of accounts payable processing, levy administration, payment plan management, arrears tracking, and financial reporting support.
• Ensure invoices are loaded into Urbanise within the required weekly timeframes and that all financial entries are correctly coded and allocated.
• Monitor invoice approval queues and liaise with Melbourne OC Managers to ensure approvals are completed within the required cut-off times.
• Oversee the accurate maintenance of Financial Notes Files and Benchmarking Files for each building.
• Coordinate with the Head of Finance (Melbourne) on reporting timelines, budget preparation cycles, and levy issuance schedules, ensuring the Manila team is prepared and on track.
• Ensure all financial processes are completed in strict accordance with Amity's finance SOPs and within the framework of the Owners Corporations Act 2006 (Vic).

3.5 Communication & Reporting

• Serve as the primary communication link between the Manila team and Melbourne management, ensuring information flows accurately and promptly in both directions.
• Provide the General Manager OC and Head of Finance with a regular team update (frequency to be agreed), covering task progress, compliance status, risks, and team issues.
• Attend scheduled calls and meetings with Melbourne management and actively contribute to planning, process improvement, and team performance discussions.
• Ensure all team communications (internal and external) are professional, accurate, timely, and consistent with Amity's communication standards.
• Flag any risks, delays, compliance concerns, or interpersonal issues to Melbourne management without delay.

3.6 Systems & Technology

• Ensure the Manila team uses Urbanise and all other Amity systems correctly and consistently in accordance with Amity's system guidelines.
• Support Melbourne management in rolling out system updates, new tools, or process changes to the Manila team.
• Maintain data integrity across all systems managed by the Manila team, conducting periodic checks to identify and correct any errors.
• Coordinate IT or system access requirements for Manila team members with Melbourne management.

General Manager OC (Melbourne)

Direct reporting line; receives direction on priorities, process, and performance; provides regular operational updates.

Head of Finance (Melbourne)

Direct reporting line for finance team oversight; coordinates on financial workflows, deadlines, and reporting.

OC Managers (Melbourne)

Provides task support via the Manila team; coordinates on approvals, deadlines, and information flow.

Manila Admin & Assistant Staff

Direct line management; provides daily direction, quality review, and performance oversight.

Manila Finance Staff

Direct line management; oversees financial processing tasks and ensures compliance with finance SOPs.

Director (Melbourne)

Indirect; escalation point for significant issues as directed by General Manager OC.

Compliance mindset

Treats Amity's SOPs, templates, and policies as non-negotiable; immediately flags and corrects deviations; ensures the team does the same.

Leadership & accountability

Sets clear expectations, holds the team to standards, manages performance directly and constructively.

Attention to detail

Checks all work before it leaves the Manila team; catches errors before they reach Melbourne or clients.

Communication

Communicates clearly, honestly, and promptly; raises concerns without delay; never withholds information.

Organisation & planning

Manages team workload proactively; tracks deadlines; escalates capacity issues before they become problems.

Collaboration

Works cooperatively with Melbourne management; receives direction openly; implements instructions fully and on time.

Integrity

Acts honestly and transparently at all times; does not assign blame for own errors; models the behaviour expected of the team.

Adaptability

Embraces process changes and new systems; supports the team through change; seeks clarification rather than resisting direction.

The Team Leader — Manila Operations will be assessed against the following core performance standards:

• 100% of team tasks completed using approved Amity templates and in accordance with current SOPs.
• All team deadlines met, with advance notice provided to Melbourne management if a deadline is at risk.
• Zero instances of non-compliant work reaching Melbourne management or clients without prior identification and correction.
• Regular team performance reporting provided to General Manager OC and Head of Finance at agreed frequency.
• All team member performance issues identified and addressed promptly, with Melbourne management informed.
• All instructions and directions from Melbourne management implemented fully and on time, with any concerns raised constructively before the deadline — not after.
• Urbanise, My Community Portal, and file systems maintained accurately and kept current by the Manila team.
• Professional, timely, and accurate communication maintained with Melbourne management and the wider team at all times.

Join the A-Team and experience the A-Life!