Service Delivery Manager - Operations Excellence

Urgent Hiring: Service Delivery Manager – Operations Excellence

Company: CGI
Category: Leadership
Work Location: McKinley Hill, Taguig
Work Setup: 100% Onsite
Work Schedule: Night Shift / Graveyard Shift
Headcount: 1

About the Role

We are looking for an experienced Service Delivery Manager – Operations Excellence to lead the Quality, Training, Workforce Management (WFM), and Reporting functions for a US Retail Banking account.

The successful candidate will drive operational excellence, improve service delivery, manage performance metrics, and ensure achievement of contractual SLAs through effective reporting, workforce planning, quality governance, and training initiatives.

Key Responsibilities

• Lead Quality, Training, WFM, and Reporting teams.
• Drive operational performance and ensure achievement of AHT, FCR, CSAT, and Quality targets.
• Develop performance management frameworks, scorecards, and reporting dashboards.
• Conduct root cause analysis and implement performance improvement plans.
• Oversee quality assurance, calibration, compliance, and audit readiness.
• Manage training programs, onboarding, nesting, and Team Leader development.
• Oversee workforce planning, capacity management, attendance, shrinkage, and attrition.
• Prepare and present Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR, QBR).
• Drive reporting accuracy, automation, and operational efficiency.
• Manage client relationships, escalations, and stakeholder expectations.

Qualifications & Requirements

• Bachelor's degree or college graduate.
• Minimum 8 years of Contact Center / BPO Operations experience.
• At least 3 years of experience at Operations Manager level or above.
• Proven experience leading Training and Quality teams.
• Strong customer service operations background.
• Banking or Financial Services experience is an advantage but not mandatory.
• Strong reporting and advanced Microsoft Excel skills.
• Exposure to Workforce Management (WFM) is an advantage.
• Knowledge of AHT, FCR, CSAT, Quality, Shrinkage, Attrition, and Lost Hours.
• Experience in root cause analysis, SLA management, and performance improvement.
• Strong client management and presentation skills.
• Experience with ACD, CRM, WFM, and call monitoring tools.
• COPC, Six Sigma, or equivalent certification is an advantage.
• Must be willing to work 100% onsite in Taguig on a night shift.

Non-Negotiable Requirements

• Manager-level experience with leadership exposure to Training and Quality teams.
• Strong reporting and Excel proficiency.
• At least 8 years of Contact Center experience.
• Minimum 3 years as Operations Manager or above.
• Willingness to work onsite in Taguig on a night shift.

Recruitment Process

1. Candidate Validation
2. HR Interview
3. Hiring Manager Interview
4. Further Assessment / Interviews
5. Onboarding

Candidate Screening Questionnaire

Interested candidates are requested to submit their updated CV and complete the screening questionnaire.

Application / Screening Form: ​

Interested and qualified candidates are encouraged to apply!