Operations Manager

About the Role

As a Service Delivery Manager, you will oversee operational performance, lead teams, manage client and stakeholder relationships, and ensure service delivery meets agreed KPIs and SLAs.

Key Responsibilities

• Lead teams and drive operational performance and results.
• Manage SLA, KPI, and account performance.
• Monitor operational reports, dashboards, and performance trends.
• Facilitate WBR, MBR, and QBR discussions and business reviews.
• Build and maintain strong client and stakeholder relationships.
• Manage expectations, escalations, and conflict resolution.
• Drive process improvements and operational governance.
• Ensure effective communication of business and operational performance.

Must-Have Qualifications

• College graduate.
• 3+ years of experience as an Operations Manager or Service Delivery Manager.
• Experience in banking, financial services, or contact center/BPO operations.
• Strong experience in KPI, SLA, and account performance management.
• Experience managing client, stakeholder, or business partner interactions.
• Strong executive communication and presentation skills.
• Experience facilitating WBR/MBR/QBR or business reviews is a plus
• Strong reporting, dashboard, and KPI analysis capabilities.
• Experience with contact center systems such as ACD, CRM, or call monitoring tools.
• Proficient in Microsoft Excel and PowerPoint.
• Willing to work 100% onsite and on Nightshift.

Why Join Us

• Take ownership of service delivery and account performance.
• Work in a role with direct client and stakeholder exposure.
• Lead teams and drive measurable operational results.
• Build on your leadership experience within financial services operations.