Service Delivery Manager

4 days ago

Manila, National Capital Region, Philippines Together Light Incorporated Full time

Title: Service Delivery Manager

Work Setup: Full-time, Office-based (Ermita, Manila)

Are you a natural leader who can build and improve an office culture dedicated to providing spectacular service for clients?

  • Do you have extensive experience successfully managing high-performing teams?
  • Are you a self-driven professional who thrives on delivering exceptional results for clients?
  • Can you lead, mentor, and manage a team of visa petition associates, ensuring productivity and quality standards are met?
  • Can you develop and implement workflows, policies, and procedures to optimize service delivery?
  • Are you capable of monitoring Key Performance Indicators (KPIs) to ensure operational efficiency and client satisfaction?
  • Can you collaborate with internal and external stakeholders to address client needs, resolve issues, and improve processes?
  • Can you prepare and present regular reports on performance metrics, challenges, and solutions to senior management?

If you answered "yes" to these questions, we would love to talk to you.

About Us:

Together Light Inc. provides immigration consultations and assistance to clients seeking to relocate to the Philippines and the United States. With a remote sales and marketing team that consistently generates over 100 new paid clients per month, we ensure that our clients receive expert assistance in preparing their immigration petitions. Our team includes over 50 full-time employees in our office in the Philippines and a dozen remote contractors working from their home offices. For the past 10 years, we have grown steadily in both revenue and team size, thanks to our commitment to transparency, accountability, and continuous learning.

What You Will Do:

Manage Client Relationships

Can you communicate clearly and efficiently with visa agents, and their team leads, and ensure they can deliver quality service to our clients? You'll be the go-to person for any questions or concerns about their challenges.

Collaborate with Our Team

  • Do you excel at in-person office work? You'll work closely with our visa petition Team Leaders and full-time employees, ensuring smooth coordination and sharing best practices.
  • Are you prepared to work in a fast-paced, office setting to deliver quality service to our clients?

Maintain High-Quality Standards

Are you detail-oriented and results-driven? We need someone who can handle teams that deal with a high volume of cases without sacrificing quality, all while adhering to the company's procedural guidelines.

Driven by Process Excellence

  • Are you meticulous and process-driven? We need someone who strictly follows our established and approved procedures, ensuring consistency and precision in every task. You'll handle teams that experience high expectations from our clients while maintaining strict adherence to company guidelines and documentation standards.
  • Do you thrive on data and metrics? We're looking for someone who can analyze numbers, identify areas for improvement, and recommend changes—but only after careful discussion and analysis that supports the process enhancement.
  • Are you committed to process documentation? We need someone who excels at maintaining detailed records of every step in the workflow, ensuring transparency, traceability, and continuous compliance with legal and procedural standards.

More About You:

  • Do you have 5+ years of experience in service delivery? Your experience will be key to ensuring the best outcomes for our clients.
  • Are you a big-picture planner? You'll need to plan and execute strategies for managing multiple client cases effectively.
  • Are you skilled in communication? Whether interacting with our team leads or collaborating with other teams in the company, you'll need to articulate complex information in a clear and approachable way.
  • Can you inspire and lead? You will help guide and mentor team leads and visa petition agents.
  • Are you comfortable using time management and time-tracking software to log your work efficiently?
  • Do you have the flexibility to work across different time zones as needed to collaborate with team members globally?

Qualifications:

  • Service Delivery Experience (5+ years)
  • Bachelors or Masters in business administration or management.
  • Strong planning and organizational skills
  • Customer/client focus with a dedication to delivering the best outcomes

If this sounds like you, please apply, and we'll send you a link to our application form.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Project Management and Information Technology

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