Service Delivery Manager

4 weeks ago

Quezon City, National Capital Region, Philippines MicroSourcing Full time
Overview

The Assistant BPO Service Delivery Manager plays a key support role in overseeing the day-to-day operations of the service delivery team. Working closely with the BPO Service Delivery Manager, this role focuses on process optimization, team leadership, and service performance tracking. The successful candidate will help manage operational performance, drive continuous improvement initiatives, and ensure high-quality service delivery that aligns with Point Digital's business goals.

Responsibilities
  • Support the Service Delivery Manager in overseeing BPO team operations, including performance metrics, quality assurance, and staffing.
  • Collaborate with operations leaders and client stakeholders to understand workflows and implement process improvements.
  • Take on people management responsibilities such as coaching, mentoring, performance reviews, and escalation handling.
  • Monitor KPIs, SLAs, and CSAT scores; recommend data-driven decisions to optimize performance.
  • Participate in onboarding, training, and team development plans.
  • Conduct root cause analysis on performance dips and propose solutions.
  • Act as a secondary point of contact for client communication, representing team updates and progress.
  • Assist in driving a customer-centric culture across the BPO teams through clear direction and consistent feedback.
  • Manager of Managers Experience: Manage Team leads or supervisors and not just individual contributors.
Required Qualifications
  • At least 5-7 years of experience in BPO operations, including 2-3 years in a leadership or assistant managerial role.
  • Proven success in people management, process analysis, and operational improvement.
  • Excellent communication, analytical, and stakeholder management skills.
  • Strong organizational and planning abilities; can manage multiple priorities under tight timelines.
  • Experience working with or supporting fintech, mortgage, or consumer finance clients is highly desirable.
  • Familiarity with service delivery metrics (SLAs, KPIs, CSAT) and improvement methodologies (Lean/Six Sigma is a plus).
  • Bachelor's degree in Business, Management, or related field preferred.
  • Should have experience managing team leads or supervisors, not just individual contributors.
  • Strong analytical skillset: experience with interpreting complex data sets, identifying trends, and driving operational or strategic insights.

Work setup: Onsite

Work location: Eastwood, Quezon City (Night Shift)

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Outsourcing and Offshoring Consulting

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