Role Overview

Work Setup: Onsite (Taguig)
Work Schedule: Night Shift
Salary Range: PHP 100,000 – PHP 120,000
Headcount: 1

Job Summary

The Service Delivery Manager (SDM) coordinates end-to-end service delivery for key enterprise clients. Serving as the vital link between operational delivery teams and client stakeholders, the SDM establishes strong, long-term relationships while ensuring robust operational governance.

Key responsibilities include service management, incident and change management, continuous service improvement, and customer satisfaction—all while safeguarding project financial margins.

Non-Negotiable Requirements

Experience: Minimum 3 years of experience as an Operations Manager in Financial Services back-office operations.
Governance: Proven exposure to SLA/KPI management, account performance tracking, and operational governance.
Stakeholder Management: Demonstrated experience working directly with clients, enterprise stakeholders, or business partners.
Leadership & Mindset: Strong people leadership, accountability, and a continuous process-improvement mindset.
Education: Bachelor's degree / College graduate.
Stability: Stable tenure history (no frequent job-hopping).
Exclusion: Must not be a current or former employee of CGI.

Key Responsibilities

Client & Stakeholder Management

Build and nurture strong working relationships with key client leadership and stakeholders.
Act as the primary liaison between internal operations and client teams.
Ensure clear, proactive communication regarding service updates, challenges, and growth opportunities.

Service & Operational Delivery

Monitor end-to-end service delivery performance to consistently meet or exceed SLA targets and high CSAT/OSAT scores.
Lead operational governance across service, incident, and change management workflows.
Create and maintain comprehensive service reports and lead regular service delivery review meetings.
Engage subject matter experts (SMEs) and additional resource groups as needed to resolve issues or capitalize on opportunities.

Continual Service Improvement (CSI) & Financials

Proactively identify and execute service improvement initiatives in collaboration with client and operations teams.
Maintain strict financial oversight, creating high-quality Financial Status Reports while protecting project margins.
Adhere to corporate best practices as defined in the Client Project Management Framework (CPMF).

Confidentiality & Security

Ensure full compliance with data security and confidentiality protocols, maintaining proper physical and electronic safeguards for sensitive client and organizational data.

Candidate Pre-Screening Questionnaire

Relevant Experience: How many years of experience do you have as an Operations Manager in Financial Services BPO back-office operations?
Governance Exposure: Do you have hands-on experience managing SLAs/KPIs, account performance, and operational governance?
Current Compensation: What is your current/last drawn monthly salary?
Salary Expectations: What is your expected monthly salary?
Work Setup Flexibility: Are you comfortable working onsite in Taguig on a permanent night shift schedule?
Availability: What is your notice period or earliest available start date?

Role

Account Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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