Job Title : Service Delivery Manager – Financial Services

Job Description

We are hiring a Service Delivery Manager for a Financial Services BPO account in Pasig. The role is responsible for managing end-to-end service delivery for key clients, maintaining strong client relationships, driving SLA/KPI performance, and ensuring operational governance and continuous improvement.

The ideal candidate will have experience as an Operations Manager in a Financial Services BPO environment, with strong exposure to client management, service delivery, operational governance, performance management, and process improvement.

Location, Work Mode & Shift

• Location: Pasig, Philippines

• Work Setup: Onsite

• Shift: Night Shift

• Employment Type: Full-Time

• Experience: 3+ Years as an Operations Manager in Financial Services BPO

Key Responsibilities

• Manage end-to-end service delivery and ensure achievement of SLA, KPI, CSAP/OSAP, and customer satisfaction targets.

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

• Monitor account performance, identify operational risks, and drive service improvement initiatives.

• Lead service governance meetings, performance reporting, issue management, and stakeholder communication.

• Collaborate with senior management and operational teams to improve service quality, customer experience, and financial performance.

Required Skills

• Service Delivery Management

• Financial Services BPO Operations

• SLA/KPI & Performance Management

• Client & Stakeholder Management

• Operational Governance & Process Improvement

Qualifications

• College graduate.

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

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

• Proven experience interacting with clients, stakeholders, and business partners.

• Strong people leadership, accountability, communication, and process improvement skills.

• Ability to manage service delivery, customer satisfaction, operational risks, and performance objectives.

• Strong analytical and problem-solving capabilities.

• Stable employment history preferred.

Important Notes

• Location: Pasig, Philippines.

• Work Setup: Onsite.

• Night Shift schedule.

• Strong Financial Services BPO Operations Manager experience is mandatory.

• Current or former CGI employees are not eligible.