Service Delivery Manager – Financial Services

Gratitude Inc

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3 weeks ago

Service Delivery Manager – Financial Services

3-12 Year(s)

Manila (Pasig)

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Job Description

Key Skills

Operations Manager bpo Financial Services College Graduate SLA / KPI Management

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Job Title : Service Delivery Manager – Financial Services

Job Description

We are hiring a Service Delivery Manager for a Financial Services BPO account in Pasig. The role is responsible for managing end-to-end service delivery for key clients, maintaining strong client relationships, driving SLA/KPI performance, and ensuring operational governance and continuous improvement.

The ideal candidate will have experience as an Operations Manager in a Financial Services BPO environment, with strong exposure to client management, service delivery, operational governance, performance management, and process improvement.

Location, Work Mode & Shift

Location: Pasig, Philippines
Work Setup: Onsite
Shift: Night Shift
Employment Type: Full-Time
Experience: 3+ Years as an Operations Manager in Financial Services BPO

Key Responsibilities

Manage end-to-end service delivery and ensure achievement of SLA, KPI, CSAP/OSAP, and customer satisfaction targets.
Build and maintain strong relationships with key clients and stakeholders.
Monitor account performance, identify operational risks, and drive service improvement initiatives.
Lead service governance meetings, performance reporting, issue management, and stakeholder communication.
Collaborate with senior management and operational teams to improve service quality, customer experience, and financial performance.

Required Skills

Service Delivery Management
Financial Services BPO Operations
SLA/KPI & Performance Management
Client & Stakeholder Management
Operational Governance & Process Improvement

Qualifications

College graduate.
Minimum 3 years of experience as an Operations Manager in a Financial Services BPO.
Strong exposure to SLA/KPI management, account performance, and operational governance.
Proven experience interacting with clients, stakeholders, and business partners.
Strong people leadership, accountability, communication, and process improvement skills.
Ability to manage service delivery, customer satisfaction, operational risks, and performance objectives.
Strong analytical and problem-solving capabilities.
Stable employment history preferred.

Important Notes

Location: Pasig, Philippines.
Work Setup: Onsite.
Night Shift schedule.
Strong Financial Services BPO Operations Manager experience is mandatory.
Current or former CGI employees are not eligible.

Role

Operations 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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