Service Delivery Manager – Operations Excellence

Job ID: J0826-1765
Category: Leadership
Location: McKinley Hill, Taguig, Philippines
Work Setup: 100% Onsite
Shift: Night Shift / Graveyard Shift
Headcount: 1
Experience: 8+ years in Contact Center Operations
Management Experience: Minimum 3 years as Operations Manager or above
Education: College Graduate

Job Overview

We are hiring a Service Delivery Manager – Operations Excellence to lead Quality Assurance, Training, Workforce Management (WFM), and Reporting functions for a US retail banking client. The role is responsible for driving operational performance, achieving contractual SLAs, strengthening quality governance, improving workforce utilization, developing Team Leaders, and delivering accurate business reporting.

Key Responsibilities

Performance Management & Operational Excellence

• Lead performance enablement across Quality, Training, WFM, and Reporting.

• Support Operations Managers in achieving AHT, FCR, CSAT, and Quality targets.

• Develop performance scorecards, early-warning systems, and governance frameworks.

• Provide reporting, insights, and root cause analysis for SLA recovery plans.

• Monitor utilization, overtime, shrinkage, and attendance data to support financial management and billing.

Quality Assurance

• Own quality frameworks and scorecards aligned with client and compliance requirements.

• Lead weekly internal and monthly client calibration sessions.

• Analyze DSATs, escalations, and compliance defects and drive corrective actions.

• Maintain audit readiness and quality governance standards.

Training & Team Leader Development

• Lead onboarding, nesting, training curricula, and new-hire proficiency programs.

• Deploy refresher training based on quality, CSAT, and compliance trends.

• Develop Team Leader coaching, performance management, and certification programs.

• Ensure employees are trained on client process and knowledge base updates.

Workforce Management

• Oversee capacity planning, workforce forecasting, and hiring plans.

• Monitor planned and unplanned absenteeism to support the 12% lost-hours target.

• Manage leave calendars, daily leave caps, utilization, shrinkage, and attrition alerts.

• Validate billable hours and workforce utilization.

Reporting & Analytics

• Establish accurate daily, weekly, and monthly performance reporting.

• Drive reporting automation and data accuracy.

• Prepare and present Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR, QBR).

• Provide actionable insights on SLAs, penalties, productivity, attendance, and performance trends.

Leadership & Stakeholder Management

• Lead and develop Quality, Training, WFM, and Reporting teams.

• Build Team Leader capabilities and operational accountability.

• Manage client relationships, stakeholder expectations, and escalations.

• Drive risk mitigation, conflict resolution, and continuous improvement.

Mandatory Qualifications

• College graduate.

• Minimum 8 years of contact center operations experience.

• At least 3 years at Operations Manager level or above.

• Proven experience leading Training and Quality teams.

• Strong customer service operations background.

• Advanced MS Excel, reporting, and data analysis skills.

• Strong knowledge of AHT, FCR, CSAT, Quality, Lost Hours, Shrinkage, and Attrition.

• Experience in performance management, root cause analysis, and SLA recovery planning.

• Excellent leadership, communication, and stakeholder management skills.

Preferred Qualifications

• Banking, payments, or financial services experience.

• WFM exposure, workforce planning, and capacity management.

• COPC, Six Sigma, or equivalent operational excellence certification.

• Dashboarding and BI tools experience.

• Knowledge of ACD, CRM, WFM, and call monitoring systems.

• Experience supporting US-based clients and contractual SLAs.

Work Requirements

• Must be willing to work 100% onsite at McKinley Hill, Taguig.

• Must be amenable to a night-shift / graveyard schedule.

• Strong executive-level communication and presentation skills.

• Ability to facilitate WBR, MBR, and QBR meetings.

Pre-Screening Questions

1. How many years of experience do you have as a Service Delivery Manager or in Operations Excellence?

2. How many years of contact center operations experience do you have?

3. How many years have you worked at Operations Manager level or above?

4. How many years of hands-on experience do you have in root cause analysis and SLA recovery planning?

5. How many years of experience do you have leading Training and Quality teams?

6. Rate your proficiency with ACD, CRM, WFM, and call monitoring tools from 1 to 10.

7. What is your last drawn salary?

8. What is your expected salary?

9. Are you amenable to working 100% onsite in Taguig on a night shift?

10. What is your current notice period?