Gratitude India

Service Delivery Manager

3 - 5 year(s)

Philippines - Manila (Pasig)

90 - 100 Thousand p.m

Job Description

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Role: CRM/Cust. Service Manager

Timings: Night Shift (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: Banking / Financial Services

Key Skills:

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

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

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Isaac Love

Recruiter - Gratitude India

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