Service Delivery Manager | Financial Services BPO | Onsite - Pasig | Up to PHP 100K

Job Details

Position: Service Delivery Manager
Industry: Financial Services (BPO)
Location: Pasig City (Onsite)
Shift: Night Shift
Salary: PHP 90,000 – 100,000 per month

Join Our Team as a Service Delivery Manager!

We are looking for an experienced Service Delivery Manager with a strong background in Financial Services BPO Operations to lead service excellence, client engagement, operational governance, and continuous process improvement.

If you have proven experience managing Operations teams, driving SLA performance, and building strong client relationships, we'd love to hear from you.

Key Responsibilities

Manage end-to-end service delivery for assigned client accounts.

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

Build and maintain strong relationships with clients and key stakeholders.

Conduct governance meetings and present service performance reports.

Drive continual service improvement initiatives.

Coordinate incident, change, and risk management activities.

Collaborate with Operations Managers and senior leadership to improve account performance.

Ensure operational readiness for process changes and business requirements.

Escalate issues proactively and engage SMEs whenever necessary.

Monitor financial performance and maintain project profitability.

Prepare Financial Status Reports with high accuracy.

Identify opportunities for account growth and service enhancement.

Promote operational excellence and customer satisfaction.

Mandatory Requirements

College Graduate

Minimum 3 years of experience as an Operations Manager within a Financial Services BPO

Strong experience in:

• SLA Management

• KPI Management

• Operational Governance

• Client Relationship Management

• Stakeholder Management

• Account Performance Management

• Service Delivery

• Team Leadership

• Continuous Process Improvement

Strong communication and leadership skills

Proven ability to manage client-facing operations

Stable employment history (Not a Job Hopper)

Willing to work Onsite in Pasig

Willing to work Night Shift

Disqualification Criteria

• Current or Former CGI Employee

• Less than 3 years of Financial Services BPO Operations Manager experience

• Frequent Job Changes / Unstable Employment

Preferred Skills

• Service Delivery Management

• Operations Management

• Client Governance

• Incident Management

• Change Management

• Financial Services Operations

• Stakeholder Engagement

• Customer Satisfaction (CSAT)

• Operational Excellence

• Performance Reporting

• Business Process Improvement

• Team Management

Pre-Screening Questions

Please answer the following when applying:

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

2. Do you have hands-on experience managing SLA, KPI, and Operational Governance?

3. What is your current/latest salary?

4. What is your expected monthly salary?

5. Are you willing to work Onsite in Pasig on a Night Shift?

6. How soon can you join if selected?

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Apply Now!

If you're an experienced Service Delivery Manager with a successful track record in Financial Services BPO Operations, apply today and become part of a high-performing organization focused on operational excellence and client success.