Job Description – Service Delivery Manager

Job Title: Service Delivery Manager
Category: Financial Services
Location: Pasig City, Philippines
Work Setup: Onsite
Shift: Night Shift
Employment Type: Permanent

Job Summary

We are looking for an experienced Service Delivery Manager to oversee service delivery for key client accounts within the Financial Services domain. The successful candidate will be responsible for ensuring operational excellence, client satisfaction, SLA compliance, governance, and continuous service improvement while maintaining project profitability.

The ideal candidate has strong leadership experience in Financial Services BPO operations and is skilled in managing client relationships, operational performance, and cross-functional teams.

Key Responsibilities

• Manage end-to-end service delivery for assigned client accounts.

• Build and maintain strong relationships with key clients and stakeholders.

• Ensure SLA, KPI, CSAT, and operational targets are consistently achieved.

• Monitor service performance and identify opportunities for continuous improvement.

• Coordinate incident, change, and service management activities.

• Conduct service review meetings and present performance reports.

• Collaborate with senior leadership on account growth and operational strategy.

• Coordinate with internal teams and SMEs to resolve service issues.

• Drive operational governance and process improvements.

• Prepare and maintain financial status reports and project documentation.

• Ensure operational teams are prepared for process and business changes.

• Promote customer satisfaction while maintaining project profitability.

Required Qualifications

• Bachelor's Degree.

• Minimum 3 years of experience as an Operations Manager in a Financial Services BPO.

• Experience managing:

  • SLA/KPI performance

  • Operational governance

  • Client and stakeholder relationships

  • Account performance

• Strong leadership and people management skills.

• Excellent communication and stakeholder management abilities.

• Strong analytical and problem-solving skills.

• Process improvement mindset.

• Must not be a job hopper.

• Must not be a current or former employee of CGI.

Preferred Skills

• Service Delivery Management

• Operations Management

• Financial Services BPO

• SLA Management

• KPI Management

• Operational Governance

• Client Management

• Stakeholder Management

• Process Improvement

• Team Leadership

• Performance Management

• Incident Management

• Change Management

Recruitment Process

• Paper Screening

• Operations Interview

• Final Interview

Pre-Screening Questions

• What is your highest educational attainment?

• How many years of experience do you have as an Operations Manager in a Financial Services BPO?

• Do you have experience managing SLA/KPI performance and operational governance?

• Have you handled client or stakeholder management?

• What is your current salary?

• What is your expected salary?

• Are you willing to work onsite in Pasig on a night shift?

• When can you start if selected?