Job Opening – Service Delivery Manager | Taguig, Philippines

Position: Service Delivery Manager
Location: Taguig, Philippines
Work Mode: Onsite
Shift: Night Shift
Employment Type: Full-Time / Permanent

Headcount: 1

About the Role

We are seeking an experienced Service Delivery Manager to oversee service delivery for key client accounts within a Financial Services BPO environment. The successful candidate will be responsible for ensuring operational excellence, meeting service level agreements (SLAs), maintaining customer satisfaction, and driving continuous process improvements.

As the primary liaison between clients and operational teams, you will manage service governance, operational performance, stakeholder relationships, and financial performance while ensuring the highest standards of service delivery.

Key Responsibilities

• Build and maintain strong relationships with key client stakeholders.

• Ensure successful service delivery by achieving SLAs, KPIs, and customer satisfaction targets.

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

• Manage service governance, incident management, change management, and continual service improvement initiatives.

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

• Prepare and present service reports, performance dashboards, and operational reviews.

• Coordinate with SMEs and cross-functional teams to resolve operational challenges.

• Drive process improvements to enhance operational efficiency and customer satisfaction.

• Ensure operations teams are prepared for business and process changes.

• Remove operational obstacles impacting customer satisfaction or financial performance.

• Maintain project financial status reporting and ensure profitability targets are achieved.

• Communicate effectively across all organizational levels.

• Follow organizational best practices and project management frameworks.

• Contribute to the overall success and performance of project delivery.

Eligibility Criteria

Education

• Bachelor's Degree (College Graduate)

Experience

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

• Experience managing enterprise client accounts and service delivery.

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

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

• Strong leadership and people management experience.

Required Skills

• Service Delivery Management

• Operations Management

• Financial Services BPO

• Back Office Operations

• SLA Management

• KPI Management

• Operational Governance

• Client Relationship Management

• Stakeholder Management

• Team Leadership

• Process Improvement

• Incident Management

• Change Management

• Service Reporting

• Business Operations

• Performance Management

Mandatory Requirements

• Minimum 3 years' experience as an Operations Manager in Financial Services Back-Office Operations.

• Strong experience in SLA/KPI management and operational governance.

• Experience interacting with clients and business stakeholders.

• Strong leadership, accountability, and decision-making skills.

• College Graduate.

• Stable employment history (Not a job hopper).

• Must not be a current or former employee of CGI.

• Willing to work onsite in Taguig on a permanent night shift.

Preferred Candidate Profile

• Strong communication and presentation skills.

• Excellent problem-solving and analytical abilities.

• Experience handling multiple stakeholders and enterprise clients.

• Ability to lead continuous improvement initiatives.

• Financial and operational reporting experience.

Compensation & Benefits

​Permanent employment

Career growth opportunities

Exposure to global Financial Services clients

Pre-Screening Questions

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

2. Do you have experience managing SLAs, KPIs, and operational governance?

3. Have you worked directly with clients, stakeholders, or business partners?

4. What was your last drawn salary?

5. What is your expected salary?

6. Are you willing to work onsite in Taguig on a night shift?

7. When can you join if selected?

Apply Now!

If you have strong leadership experience in Financial Services BPO Operations and are passionate about delivering exceptional client service, we'd love to hear from you.