Service Delivery Manager (Antipolo/Onsite)

We are hiring a Service Delivery Manager to lead customer service operations across multiple accounts and drive high-performance service delivery.

Key Responsibilities:

• Manage teams of 65–80 employees across multiple business lines

• Drive KPI and SLA performance

• Lead operational planning, reporting, and client reviews

• Oversee quality assurance, workforce coordination, and process improvements

• Coach and develop team leaders and operational staff

• Manage escalations and ensure timely issue resolution

• Support recruitment and operational compliance initiatives

Qualifications:

• Experience in customer service operations management, preferably in financial, sales, credit card, or international accounts

• Strong leadership, client management, and communication skills

• Proficiency in MS Office and Google Workspace

• Strong analytical and problem-solving capabilities

• Experience in KPI-driven environments and fast-paced operations

Preferred but not required:

• Knowledge of AVAYA, RCA, Six Sigma, DMAIC, and workforce planning

• Experience in process documentation, auditing, and P&L management

Selection Process:

• Operations Interview

• Client Interview

• Background Check

If you have a strong background in service delivery and operations leadership, we'd like to hear from you.