Team Manager - Mail Operations (Email Security)

Gratitude Inc

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10 hours ago

Team Manager - Mail Operations (Email Security)

3-8 Year(s)

Manila (Taguig)

Job Description

Key Skills

Splunk Email security Email Operations Trust and Safety Operations

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Work set up: Onsite/ Hybrid

Work location: Taguig

Work schedule: Rotational/ Shifting

Target start date: ASAP

Role Summary:

Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment.

Key Responsibilities:

• Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met.

• Supervise, coach, and develop a team of agents; manage rostering and shift planning.

• Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies.

• Conduct incident reviews, root cause analysis (RCA), and implement corrective/preventive actions.

• Leverage Splunk to build dashboards, track KPIs, and generate actionable insights

• Ensure adherence to email authentication standards (SPF, DKIM, DMARC) and security protocols.

• Collaborate with cross-functional teams and multi-vendor partners for seamless operations.

• Drive continuous improvement initiatives, process optimization, and automation opportunities.

Required Skills & Qualifications:

• 3+ years of experience in email operations / Trust & Safety / SOC environments.

• Strong understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure

• Hands-on experience with Splunk for at least 3 years

• Proven experience managing teams in a 24x7 operational and BPO setup.

• Strong stakeholder management, analytical, and decision-making skills.

• Interested candidates must be willing to work onsite/ hybrid in Taguig.

Role

Email Support Manager

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Hybrid

Functional Area

ITES / BPO / Customer Service

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