JOB DESCRIPTION: SERVICE DELIVERY MANAGER – OPERATIONS EXCELLENCE

Job ID: J0826-1765

Category: Leadership

Work Setup: Onsite – Taguig

Work Shift: Night Shift

Headcount: 1

NON-NEGOTIABLE REQUIREMENTS

- Manager level, with experience leading Training and Quality teams.

- Strong reporting and Excel skills; WFM exposure is a plus.

- Strong customer service background; banking or financial services experience is an advantage, but not a requirement.

- Comfortable working 100% onsite on a night shift.

- 8+ years in contact center operations, with at least 3 years at Operations Manager level or above.

- College graduate.

POSITION DESCRIPTION

The Service Delivery Manager, Operations Excellence leads the program's enabling functions: Quality, Training, Workforce Management (WFM), and Reporting.

Working alongside the Operations Service Delivery Managers, the role owns the performance management system that drives delivery of contractual SLAs for a US retail banking client, including the attendance insight that supports the program's 12% lost-hours target.

It is accountable for how the program forecasts, staffs, coaches, measures, and reports, and for building Team Leader capability as the program scales.

YOUR FUTURE ROLES AND RESPONSIBILITIES

1. Performance Enablement

- Equip the Operations Service Delivery Managers to deliver contractual AHT, FCR, CSAT, and Quality targets, including penalty and creditable SLAs, through timely insight, training, and quality interventions.

- Design and maintain the performance management framework that operations runs on, including scorecards, the early-warning system, and governance templates.

- Provide the data and root cause analysis behind operations' recovery plans for SLAs at risk.

- Provide accurate utilization, overtime, and shrinkage data to support account financial management.

- Support billing validation with accurate attendance and utilization data.

2. Quality Assurance

- Own the quality framework, including scorecards aligned to client, consumer protection, and complaint-handling requirements.

- Lead weekly internal calibration and monthly client calibration, with defined variance thresholds.

- Drive closed-loop analysis of DSATs, escalations, and compliance defects, with action plans owned by operations.

- Maintain audit readiness and evidence of quality governance at all times.

3. Training and Team Leader Development

- Own speed to proficiency for new hires, including onboarding, nesting curriculum, and graduation criteria.

- Deploy targeted refreshers based on quality, CSAT, and compliance trends.

- Build a Team Leader development program covering coaching for performance, root cause analysis, and action planning, including certification and triad coaching.

- Ensure the Manila team is trained or briefed on client process and knowledge base changes, with structured training and readiness checks for major changes likely to affect performance.

4. Workforce Management

- Own the capacity plan and hiring plan supporting the program's ramp from current headcount to approved headcount.

- Provide attendance analytics and insight that help the Operations Service Delivery Managers achieve the 12% lost-hours target, covering both planned and unplanned absence.

- Maintain the central leave calendar and daily leave caps, and run the early-warning system that flags attendance and attrition risk for operations to act on.

- Validate billable hours and utilization in support of billing.

5. Reporting and Analytics

- Establish a single source of truth for daily, weekly, and monthly performance, including SLA and penalty tracking.

- Ensure data accuracy and timeliness, and drive automation of manual reporting.

- Prepare and present WBR, MBR, and QBR materials that lead with insight and recommended action.

SKILLS

- Strong understanding of voice contact center metrics (AHT, FCR, CSAT, Quality, Lost Hours, Shrinkage, Attrition).

- Proven experience leading support-function leads (Quality, Training, WFM, or Reporting).

- Quality calibration methodology and quality governance.

- Coaching for performance and adult learning design.

- Attendance and lost-hours management, workforce planning, and capacity management.

- Root cause analysis and performance recovery planning.

- Risk mitigation, audit readiness, and escalation management.

- Advanced Excel; dashboarding or BI tools preferred.

QUALIFICATIONS

Required Qualifications to Be Successful in This Role

- 8+ years in contact center operations, with at least 3 years at Operations Manager level or above.

- Strong customer service background is essential. Experience in banking, payments, or financial services is an advantage, not a requirement.

- COPC, Six Sigma, or an equivalent operational excellence certification is an advantage.

OTHER EXPECTATIONS

- Amenable to working 100% onsite on a graveyard shift in McKinley Hill, Taguig.

- Executive-level communication and presentation skills.

- Business review facilitation (WBR/MBR/QBR).

- Relationship management and expectation setting with client and internal stakeholders.

- Conflict resolution and high-level escalation handling.

- Data-driven decision making.

- Proficiency in contact center systems (ACD, CRM, WFM, and call monitoring tools).