Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, the Philippines, Malaysia, and Africa. We are a direct sourcing partner Company for various BPOs, offshore and onshore.


We have an ongoing hiring for a Team Manager - Mail Operations (Email Security) | Taguig

Job title: Team Manager - Mail Operations (Email Security)

Work set up: Onsite/ Hybrid

Work location: Taguig

Work schedule: Rotational/ Shifting


Role Summary:


Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment.



Key Responsibilities:

• Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met.

• Supervise, coach, and develop a team of agents; manage rostering and shift planning.

• Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies.

• Conduct incident reviews, root cause analysis (RCA), and implement corrective/preventive actions.

• Leverage Splunk to build dashboards, track KPIs, and generate actionable insights

• Ensure adherence to email authentication standards (SPF, DKIM, DMARC) and security protocols.

• Collaborate with cross-functional teams and multi-vendor partners for seamless operations.

• Drive continuous improvement initiatives, process optimization, and automation opportunities.



Required Skills & Qualifications:

• College graduates and undergrads can apply

• College undergrads are welcome to be processed so long as they have the relevant experience required.

• 3+ years of experience in email operations / Trust & Safety / SOC environments.

• Strong understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure

• Hands-on experience with Splunk for at least 3 years

• Proven experience managing teams in a 24x7 operational and BPO setup.

• BPO experience is required

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

• Interested candidates must be willing to work onsite/ hybrid in Taguig.