Service Delivery Manager

Gratitude Inc

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2 weeks ago

Service Delivery Manager

3-5 Year(s)

₱ 90 - ₱ 100K p.m

Manila (Pasig)

Job Description

Key Skills

bpo Financial Services College Graduate Operations Manager experience SLA / KPI Management

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Role Overview

We are seeking an experienced and results-driven Service Delivery Manager to lead operations within our Financial Services BPO environment. This role is pivotal in ensuring the consistent delivery of high-quality services, achievement of key performance metrics, and strengthening client relationships.

The ideal candidate is a strategic leader with a strong background in operations management, stakeholder engagement, and continuous process improvement.

Key Responsibilities

Oversee day-to-day operational performance and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
Drive operational excellence through continuous improvement initiatives and performance optimization
Manage client relationships, serving as the primary point of contact for business reviews and service-related discussions
Lead, mentor, and develop high-performing teams, fostering accountability and a culture of excellence
Monitor account performance, identify risks, and implement timely corrective actions
Collaborate with internal and external stakeholders to align business objectives and deliverables
Ensure compliance with operational governance standards and company policies

Qualifications (Non-Negotiable)

Bachelor’s degree (required)
Minimum of 3 years’ experience as an Operations Manager in a Financial Services BPO environment
Proven experience in SLA/KPI management, account performance oversight, and operational governance
Hands-on experience in client, stakeholder, or business partner engagement
Strong leadership skills with a track record of driving team performance and accountability
Demonstrated ability to identify and implement process improvements

What We’re Looking For

A proactive and solution-oriented leader with strong decision-making skill
Excellent communication and stakeholder management abilities
A results-focused professional who thrives in a fast-paced, performance-driven environment

Role

CRM/Cust. Service Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Banking / Financial Services

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