We are seeking an experienced Service Delivery Manager to oversee service delivery for key Financial Services BPO clients. This role is responsible for SLA/KPI management, operational governance, client relationship management, service improvement, and ensuring exceptional customer satisfaction while driving operational excellence and business growth.

Responsibilities

• Manage end-to-end service delivery for Financial Services accounts.

• Build and maintain strong relationships with key clients and stakeholders.

• Ensure achievement of SLA, KPI, CSAT, and operational performance targets.

• Monitor service delivery performance and drive continuous service improvement initiatives.

• Lead incident, change, and operational governance processes.

• Collaborate with senior leadership on client account management and business growth opportunities.

• Prepare and present service delivery reports and performance reviews.

• Coordinate with cross-functional teams and SMEs to resolve operational issues and improve service quality.

• Drive financial performance by maintaining project margins and preparing financial status reports.

• Promote best practices, accountability, and continuous process improvement across operations.

Work Schedule

• Shift: Night Shift

• Work Set-up: Full Onsite – Pasig

• Start Date: ASAP

If you have experience in Service Delivery Management, Financial Services BPO, Operations Management, SLA/KPI Management, Client Relationship Management, and Operational Governance, we'd love to hear from you.

Apply today by submitting your updated CV. Shortlisted candidates will be contacted for the next steps in the recruitment process.