Job Title : Service Delivery Manager – Financial Services BPO

Job Description

We are hiring an experienced Service Delivery Manager (SDM) to manage service delivery, client relationships, operational performance, and governance for a key Financial Services BPO account in Taguig, Philippines.

The ideal candidate should have at least 3 years of experience as an Operations Manager in Financial Services back-office operations, with strong exposure to SLA/KPI management, operational governance, client management, stakeholder engagement, service performance, people leadership, and process improvement.

As a Service Delivery Manager, you will act as the key bridge between the client and internal operations teams, ensuring high-quality service delivery, achievement of SLAs and KPIs, customer satisfaction, operational efficiency, and financial performance. You will work closely with clients, senior management, operations teams, and support functions to resolve issues, identify improvement opportunities, and maintain strong long-term business relationships.

• Location: Taguig City, Metro Manila, Philippines

• Work Setup: Onsite

• Shift: Night Shift

• Employment Type: Full-Time

• Experience: Minimum 3 years as an Operations Manager in Financial Services BPO

Key Responsibilities

• Manage end-to-end service delivery for key clients while ensuring operational excellence.

• Build and maintain strong relationships with client stakeholders and business partners.

• Monitor and manage SLA, KPI, CSAT/CSAP, OSAP, and overall account performance.

• Drive operational governance and ensure service delivery meets agreed client expectations.

• Conduct regular service delivery meetings and prepare performance and service reports.

• Communicate operational issues, risks, opportunities, and improvement plans to relevant stakeholders.

• Partner with senior management on client account management, performance, and business growth opportunities.

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

• Coordinate with SME teams and other support functions to resolve complex operational issues.

Required Skills

• Service Delivery Management

• Operations Management

• Financial Services BPO

• Back-Office Operations

• SLA Management

• KPI Management

• Operational Governance

• Client Management

• Stakeholder Management

• Account Management

• Service Performance Management

• Customer Satisfaction

Qualifications

• College graduate with a Bachelor's degree or equivalent qualification.

• Minimum 3 years of experience as an Operations Manager in Financial Services BPO/back-office operations.

• Strong experience managing operational teams and service delivery performance.

• Hands-on exposure to SLA/KPI management, account performance, and operational governance.

• Experience interacting with clients, stakeholders, business partners, and senior management.

• Strong people leadership and accountability skills.

• Demonstrated experience in process improvement and operational excellence.

• Strong analytical, communication, problem-solving, and decision-making skills.

Important Notes

• This is an onsite role in Taguig City, Metro Manila.

• Candidates must be willing to work night shifts.

• Minimum 3 years of Operations Manager experience in Financial Services BPO/back-office operations is mandatory.

• Experience with SLA/KPI management and operational governance is mandatory.

• Strong client and stakeholder management experience is required.

• Current or former CGI employees are not eligible.

• Candidates should demonstrate stable employment history and career progression.

• The role involves handling confidential client and company information; strict confidentiality and information-security practices are required.

• Immediate or early joiners are preferred.