(HIGH PRIO) Service Delivery Manager - Financial Services | Onsite Pasig
Gratitude Inc
Job Description – Service Delivery Manager
Job Title: Service Delivery Manager
Category: Financial Services
Location: Pasig City, Philippines
Work Setup: Onsite
Shift: Night Shift
Employment Type: Permanent
Job Summary
We are looking for an experienced Service Delivery Manager to oversee service delivery for key client accounts within the Financial Services domain. The successful candidate will be responsible for ensuring operational excellence, client satisfaction, SLA compliance, governance, and continuous service improvement while maintaining project profitability.
The ideal candidate has strong leadership experience in Financial Services BPO operations and is skilled in managing client relationships, operational performance, and cross-functional teams.
Key Responsibilities
Manage end-to-end service delivery for assigned client accounts.
Build and maintain strong relationships with key clients and stakeholders.
Ensure SLA, KPI, CSAT, and operational targets are consistently achieved.
Monitor service performance and identify opportunities for continuous improvement.
Coordinate incident, change, and service management activities.
Conduct service review meetings and present performance reports.
Collaborate with senior leadership on account growth and operational strategy.
Coordinate with internal teams and SMEs to resolve service issues.
Drive operational governance and process improvements.
Prepare and maintain financial status reports and project documentation.
Ensure operational teams are prepared for process and business changes.
Promote customer satisfaction while maintaining project profitability.
Required Qualifications
Bachelor's Degree.
Minimum 3 years of experience as an Operations Manager in a Financial Services BPO .
Experience managing:
SLA/KPI performance
Operational governance
Client and stakeholder relationships
Account performance
Strong leadership and people management skills.
Excellent communication and stakeholder management abilities.
Strong analytical and problem-solving skills.
Process improvement mindset.
Must not be a job hopper.
Must not be a current or former employee of CGI.
Preferred Skills
Service Delivery Management
Operations Management
Financial Services BPO
SLA Management
KPI Management
Operational Governance
Client Management
Stakeholder Management
Process Improvement
Team Leadership
Performance Management
Incident Management
Change Management
Recruitment Process
Paper Screening
Operations Interview
Final Interview
Pre-Screening Questions
What is your highest educational attainment?
How many years of experience do you have as an Operations Manager in a Financial Services BPO?
Do you have experience managing SLA/KPI performance and operational governance?
Have you handled client or stakeholder management?
What is your current salary?
What is your expected salary?
Are you willing to work onsite in Pasig on a night shift?
When can you start if selected?
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