Team Manager – Mail Operations

Gratitude Inc

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4 weeks ago

Team Manager – Mail Operations

3-5 Year(s)

₱ 140 - ₱ 150K p.m

Manila (Taguig)

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Job Description

Key Skills

SMTP Analytical Skills Stakeholder Management Strong Decision-Making skills

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Location: Taguig, Philippines

Work Setup: Onsite / Hybrid
Work Schedule: Rotational / Shifting Schedule
Salary: Up to PHP 150,000 (Maximum Package)
Start Date: ASAP
Headcount: 1
Recruitment Process: Virtual/Remote Only (Validation → Recruiter Interview → Initial Interview → Panel Interview → Online Exam)

Role Summary

We are looking for an experienced Team Manager – Mail Operations (Email Security) to lead a team of analysts responsible for email operations, spam and abuse mitigation, and Trust & Safety workflows. The ideal candidate will have strong leadership experience in a 24x7 BPO environment, hands-on expertise in email security technologies, and proven experience using Splunk for operational monitoring and analytics.

Key Responsibilities

Operations Management

Oversee daily mail operations and ensure SLA, productivity, and quality targets are consistently achieved.
Manage workforce planning, shift scheduling, and resource allocation.
Lead and develop a high-performing team through coaching, mentoring, and performance management.

Email Security & Trust and Safety

Monitor and analyze trends related to spam, phishing, spoofing, and email abuse.
Drive proactive mitigation strategies to enhance email security and platform integrity.
Ensure adherence to email authentication standards including SPF, DKIM, and DMARC.

Incident & Problem Management

Conduct incident reviews and Root Cause Analysis (RCA).
Implement corrective and preventive actions to reduce recurring issues.
Escalate and manage critical incidents effectively.

Analytics & Reporting

Utilize Splunk to create dashboards, monitor KPIs, and generate actionable insights.
Track operational metrics and provide regular performance reports to stakeholders.

Continuous Improvement

Identify process improvement opportunities and drive operational excellence initiatives.
Collaborate with cross-functional teams and vendor partners to optimize workflows.
Support automation and efficiency enhancement projects.

Required Skills & Qualifications

College graduates and undergraduates are welcome to apply.
Relevant experience is mandatory for undergraduate applicants.
Minimum 3 years of experience in Email Operations, Trust & Safety, SOC, or related environments.
Strong understanding of:
- SMTP
- SPF
- DKIM
- DMARC
- Email Infrastructure and Security
Minimum 3 years of hands-on Splunk experience.
Proven people management experience in a 24x7 BPO environment.
Strong stakeholder management, analytical thinking, and decision-making skills.
Willingness to work onsite/hybrid in Taguig on a rotational schedule.
Must not be a current or former employee of Sutherland.

Important Note

Filling out the questionnaire below is mandatory. Applications without a completed questionnaire will not be processed.

Mandatory Pre-Screening Questionnaire

Questionnaire Link: https://myglit.com/lateral/cref/fbda35c1ff

Full Name:
Contact Number:
Email Address:
Current Company:
Current Designation:
Years of BPO Experience:
Years of Relevant Experience in Email Operations / Trust & Safety / SOC:
Years of Hands-on Splunk Experience:
Describe your experience with SMTP, SPF, DKIM, and DMARC:
Do you have experience managing teams in a 24x7 operational environment? Please specify.
Highest Educational Attainment:
Current Location:
Last Drawn Salary:
Expected Salary:
Notice Period:
Are you willing to work onsite/hybrid in Taguig?
Are you comfortable working rotational and shifting schedules?
Have you ever worked for Sutherland (current or former employee)?
Earliest Available Joining Date:

Role

Team Leader

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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