Job Overview
We are seeking a strategic and data-driven Service Delivery Manager – Operations Excellence to lead the enabling functions—Quality, Training, Workforce Management (WFM), and Reporting—for a US retail banking program in Taguig. Working alongside operational leaders, you will own the end-to-end performance management system that drives contractual SLAs, optimizes attendance and lost-hours targets, and scales Team Leader capability. You will be directly accountable for how the account forecasts, staffs, coaches, measures, and reports operational excellence.

Job Details

• Job ID: J0826-1765

• Category: Leadership

• Work Setup: 100% Onsite in McKinley Hill, Taguig

• Work Shift: Night / Graveyard Shift

• Target Start Date: ASAP / Standard Hiring Pipeline

Job Requirements

• Education: Must be a college graduate.

• Leadership Tenure: 8+ years of experience in contact center operations, with at least 3 years at the Operations Manager level or above.

• Functional Management: Proven manager-level experience leading support-function leads across Training and Quality teams (WFM and Reporting leadership exposure is a strong plus).

• Technical & Analytical Skills: Advanced Microsoft Excel proficiency and strong reporting capabilities; exposure to dashboarding or Business Intelligence (BI) tools is preferred.

• Operational Metrics Mastery: Deep understanding of voice contact center KPIs, including AHT, FCR, CSAT, Quality, Lost Hours, Shrinkage, and Attrition.

• Industry Background: Strong customer service background is essential; experience in banking, payments, or financial services is an advantage but not mandatory.

Other Requirements

• Preferred Certifications: COPC, Six Sigma, or an equivalent operational excellence certification is an advantage.

• Executive Communication: Strong executive-level communication, stakeholder management, and presentation skills, including facilitating Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR).

• Systems & Decision-Making: Data-driven decision-making mindset paired with proficiency in contact center platforms (ACD, CRM, WFM, and call monitoring tools), conflict resolution, and high-level escalation handling.

• Work Arrangement: Must be comfortable working 100% onsite in McKinley Hill, Taguig on a night/graveyard shift.

Roles

• Performance Enablement: Design and maintain the account's performance management framework (scorecards, early-warning systems, and governance templates). Equip operations leaders with root-cause analysis and timely interventions to hit contractual AHT, FCR, CSAT, and Quality SLAs, while providing accurate utilization, overtime, and shrinkage data for financial and billing validation.

• Quality Assurance: Own the quality governance framework aligned with client and consumer protection standards. Lead weekly internal and monthly client calibrations, drive closed-loop analysis on DSATs and compliance defects, and maintain continuous audit readiness.

• Training & Team Leader Development: Own speed-to-proficiency for new hires (onboarding, nesting, and graduation criteria) and deploy targeted refreshers. Build a structured Team Leader development and certification program covering performance coaching, root-cause analysis, and triad coaching, while ensuring timely readiness for all client process or knowledge base updates.

• Workforce Management (WFM): Own the capacity and hiring plans to support program scaling. Provide attendance analytics to achieve the 12% lost-hours target, manage the central leave calendar and daily leave caps, flag attrition/attendance risks early, and validate billable hours.

• Reporting & Analytics: Establish a single source of truth for daily, weekly, and monthly performance and SLA tracking. Drive reporting automation and prepare insight-led WBR, MBR, and QBR presentations for client and internal leadership.