Job Title: Service Delivery Manager

Category: Financial Services
Location: Pasig City
Work Setup: Onsite
Shift: Night Shift
Salary: PHP 90,000 – 100,000 per month
Headcount: 2

Job Summary

We are seeking an experienced Service Delivery Manager to oversee service delivery for key Financial Services clients. The successful candidate will act as the primary bridge between clients and operational teams, ensuring service excellence, customer satisfaction, operational governance, and continuous service improvement.

The Service Delivery Manager will be responsible for managing client relationships, monitoring service performance, driving SLA achievement, and ensuring operational and financial objectives are consistently met.

Key Responsibilities

• Build and maintain strong relationships with key client stakeholders.

• Ensure successful service delivery through SLA achievement and high customer satisfaction scores.

• Monitor end-to-end service performance and operational effectiveness.

• Communicate effectively regarding service issues, risks, and opportunities.

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

• Ensure operational teams are informed and prepared for service changes.

• Prepare service reports and lead service delivery review meetings.

• Engage SMEs and additional resources when required to resolve issues or support opportunities.

• Remove obstacles impacting customer satisfaction and financial performance.

• Drive service improvement initiatives and operational excellence programs.

• Partner with clients and internal teams to identify continuous improvement opportunities.

• Contribute to overall project performance and delivery success.

• Follow established delivery and governance frameworks.

• Maintain accurate and high-quality financial status reporting.

Requirements

• College Graduate.

• Minimum 3 years of experience as an Operations Manager in a Financial Services BPO environment.

• Strong exposure to SLA/KPI management, operational governance, and account performance management.

• Experience working directly with clients, stakeholders, and business partners.

• Strong leadership, people management, and accountability skills.

• Process improvement and continuous improvement mindset.

• Stable employment history (not a job hopper).

Important Notes

• Current or former employees of CGI are not eligible to apply.

• Candidates must be willing to work onsite in Pasig City.

• Candidates must be willing to work night shifts.

Mandatory Questionnaire

Please complete the questionnaire before submitting your application:

Questionnaire Link: https://myglit.com/lateral/cref/84f06aced1

Note: Filling out this form is mandatory. Applications submitted without a completed questionnaire will not be considered for further processing.

Pre-Screening Questions

1. How many years of experience do you have as an Operations Manager in a Financial Services BPO?

2. Do you have exposure to SLA/KPI management and operational governance?

3. What is your current or last drawn salary?

4. What is your expected salary?

5. Are you willing to work onsite in Pasig City on a night shift schedule?

6. If selected, when would you be available to join?