Senior Director of Service Operations

Job Overview

We are looking for a highly experienced Senior Director of Service Operations to lead and optimize service operations across outsourcing engagements supporting U.S. mortgage, insurance, banking, and financial services clients.

This is a senior leadership role responsible for overseeing day-to-day operations, driving service delivery excellence, managing large-scale operational teams, strengthening client relationships, and ensuring compliance with agreed service standards. The ideal candidate must bring deep BPO operations leadership experience, strong people management capability, and a proven background in customer service, service delivery, performance management, and process improvement.

As a key Operations and People Leader, the Senior Director will be responsible for building strong operational leaders, improving service performance, managing client expectations, driving business growth opportunities, and ensuring teams consistently meet contractual SLAs and quality expectations.

Key Responsibilities

• Lead and oversee service operations across customer service, back-office, mortgage servicing, insurance, banking, and financial services support teams.
• Manage day-to-day operations by implementing short-term and long-term strategies aligned with business objectives.
• Set, monitor, and drive operational KPIs, SLAs, quality standards, productivity metrics, and client satisfaction goals.
• Use data, performance reports, and operational insights to identify trends, gaps, risks, and improvement opportunities.
• Drive continuous improvement initiatives to enhance service quality, efficiency, compliance, and customer experience.
• Lead and mentor operations managers and team leaders to build high-performing, accountable, and motivated teams.
• Support the creation, review, update, and approval of operational processes, workflows, and standard procedures.
• Partner closely with client stakeholders and internal leadership to ensure service delivery aligns with expectations.
• Manage client escalations, service issues, and operational concerns with urgency and professionalism.
• Deliver positive client experiences by implementing strong quality assurance and performance management practices.
• Identify opportunities for account growth, service expansion, and operational scalability.
• Collaborate with recruitment teams in interviewing, selecting, and hiring full-time team members.
• Conduct regular one-on-one discussions, coaching sessions, performance reviews, and leadership development activities.
• Support executive decision-making by presenting operational results, corrective action plans, and strategic recommendations.
• Coordinate with technology teams to leverage tools, automation, reporting systems, and workflow improvements.
• Foster a strong performance culture focused on accountability, client satisfaction, employee development, and operational excellence.

Qualifications

• Must have extensive experience managing operational customer service teams within a BPO or servicing operations environment.
• Minimum of 10–15 years of progressive Operations experience in a multinational organization.
• At least 2 years of experience in U.S. Mortgage and/or financial services is a strong advantage.
• Strong background in Operations Management, Service Delivery, and Client Operations.
• Proven experience leading large teams, multi-site teams, or complex service delivery operations.
• Experience working with clients in mortgage, insurance, banking, financial services, or related sectors.
• Strong understanding of operational KPIs, SLAs, compliance requirements, quality standards, and client performance expectations.
• Advanced analytical skills, including operational reporting, forecasting, root-cause analysis, and data-driven decision-making.
• Demonstrated ability to improve customer service, client satisfaction, and end-customer experience.
• Excellent leadership, coaching, people management, and organizational development skills.
• Strong stakeholder management and communication skills, including experience presenting to senior leaders and handling client escalations.
• Bachelor’s degree in Business, Operations Management, Finance, or a related field.
• Advanced degree or relevant professional certifications are an advantage.
• Must be willing and able to work on-site in Cebu City.
• Open to candidates from Manila or other locations who are willing to relocate to Cebu.
• Must be comfortable collaborating across time zones with U.S.-based clients and global teams.