Location: Taguig, Philippines

Work Setup: Onsite / Hybrid
Work Schedule: Rotational / Shifting Schedule
Salary: Up to PHP 150,000 (Maximum Package)
Start Date: ASAP
Headcount: 1
Recruitment Process: Virtual/Remote Only (Validation → Recruiter Interview → Initial Interview → Panel Interview → Online Exam)

Role Summary

We are looking for an experienced Team Manager – Mail Operations (Email Security) to lead a team of analysts responsible for email operations, spam and abuse mitigation, and Trust & Safety workflows. The ideal candidate will have strong leadership experience in a 24x7 BPO environment, hands-on expertise in email security technologies, and proven experience using Splunk for operational monitoring and analytics.

Key Responsibilities

Operations Management

• Oversee daily mail operations and ensure SLA, productivity, and quality targets are consistently achieved.

• Manage workforce planning, shift scheduling, and resource allocation.

• Lead and develop a high-performing team through coaching, mentoring, and performance management.

Email Security & Trust and Safety

• Monitor and analyze trends related to spam, phishing, spoofing, and email abuse.

• Drive proactive mitigation strategies to enhance email security and platform integrity.

• Ensure adherence to email authentication standards including SPF, DKIM, and DMARC.

Incident & Problem Management

• Conduct incident reviews and Root Cause Analysis (RCA).

• Implement corrective and preventive actions to reduce recurring issues.

• Escalate and manage critical incidents effectively.

Analytics & Reporting

• Utilize Splunk to create dashboards, monitor KPIs, and generate actionable insights.

• Track operational metrics and provide regular performance reports to stakeholders.

Continuous Improvement

• Identify process improvement opportunities and drive operational excellence initiatives.

• Collaborate with cross-functional teams and vendor partners to optimize workflows.

• Support automation and efficiency enhancement projects.

Required Skills & Qualifications

• College graduates and undergraduates are welcome to apply.

• Relevant experience is mandatory for undergraduate applicants.

• Minimum 3 years of experience in Email Operations, Trust & Safety, SOC, or related environments.

• Strong understanding of:

  • SMTP

  • SPF

  • DKIM

  • DMARC

  • Email Infrastructure and Security

• Minimum 3 years of hands-on Splunk experience.

• Proven people management experience in a 24x7 BPO environment.

• Strong stakeholder management, analytical thinking, and decision-making skills.

• Willingness to work onsite/hybrid in Taguig on a rotational schedule.

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

Important Note

Filling out the questionnaire below is mandatory. Applications without a completed questionnaire will not be processed.

Mandatory Pre-Screening Questionnaire

Questionnaire Link: https://myglit.com/lateral/cref/fbda35c1ff

1. Full Name:

2. Contact Number:

3. Email Address:

4. Current Company:

5. Current Designation:

6. Years of BPO Experience:

7. Years of Relevant Experience in Email Operations / Trust & Safety / SOC:

8. Years of Hands-on Splunk Experience:

9. Describe your experience with SMTP, SPF, DKIM, and DMARC:

10. Do you have experience managing teams in a 24x7 operational environment? Please specify.

11. Highest Educational Attainment:

12. Current Location:

13. Last Drawn Salary:

14. Expected Salary:

15. Notice Period:

16. Are you willing to work onsite/hybrid in Taguig?

17. Are you comfortable working rotational and shifting schedules?

18. Have you ever worked for Sutherland (current or former employee)?

19. Earliest Available Joining Date: