Assistant Manager

EXL; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

EXL in Metro Manila (Pasay) is seeking an Assistant Manager to oversee day-to-day operations of the CBA Sales & Service account, driving performance through coaching and development. You will collaborate with support functions, manage client expectations, and identify improvements to meet service levels, quality, and customer experience.

The role requires 3–5 years in BPO/shared services and 1–2 years in people leadership, with strong analytics, stakeholder management, and communication skills.

Qualifications

• 3–5 years in BPO or shared services operations.
• 1–2 years in people leadership roles.
• Experience managing KPI-driven operations and coaching teams.

Responsibilities

• Lead, coach, mentor, and develop team members to maximize performance and career growth.
• Analyze operational metrics and implement action plans to address performance gaps.
• Ensure compliance with client requirements, regulatory obligations, and company policies.
• Drive quality improvement initiatives through audits, coaching, and performance reviews.
• Partner with Workforce Management, Training, Quality, HR, and other support teams to meet business objectives.
• Conduct regular performance reviews, feedback sessions, and succession planning activities.
• Manage staffing requirements, schedule adherence, attendance, and workforce utilization.
• Prepare and present business reviews, performance reports, and operational updates to leadership and clients.
• Identify process improvement opportunities and support continuous improvement initiatives.
• Handle escalations effectively and ensure timely resolution of customer and business issues.
• Foster a positive, inclusive, and engagement-focused work environment.

Skills

Leadership

Coaching

People management

Analytics

Problem solving

Stakeholder management

Communication

Excel

PowerPoint

Performance reporting

Workforce management

Quality and compliance

Risk management

Customer service experience

Tools

Microsoft Office Suite

Job description

The Assistant Manager will oversee the day-to-day operations of the CBA Sales & Service account, ensuring delivery of key business metrics related to service levels, quality, productivity, customer experience, compliance, and employee engagement. The role involves leading team managers or associates, driving performance through coaching and development, collaborating with support functions, managing client expectations, and identifying opportunities for operational improvements. The Assistant Manager is expected to foster a high-performance culture while ensuring adherence to company policies, regulatory standards, and client requirements.

• Lead, coach, mentor, and develop team members to maximize performance and career growth.
• Analyze operational metrics and implement action plans to address performance gaps.
• Ensure compliance with client requirements, regulatory obligations, and company policies.
• Drive quality improvement initiatives through audits, coaching, and performance reviews.
• Partner with Workforce Management, Training, Quality, HR, and other support teams to meet business objectives.
• Conduct regular performance reviews, feedback sessions, and succession planning activities.
• Manage staffing requirements, schedule adherence, attendance, and workforce utilization.
• Prepare and present business reviews, performance reports, and operational updates to leadership and clients.
• Identify process improvement opportunities and support continuous improvement initiatives.
• Handle escalations effectively and ensure timely resolution of customer and business issues.
• Foster a positive, inclusive, and engagement-focused work environment.

Experience

• Minimum 3-5 years of experience in BPO, customer service, sales, insurance, banking, or shared services operations.
• At least 1-2 years of people leadership experience in a Team Leader, Supervisor, SME Lead, or equivalent role.
• Experience managing KPI-driven operations and coaching teams to performance targets.

Skills & Competencies

• Strong leadership, coaching, and people management skills.
• Excellent analytical and problem-solving capabilities.
• Strong stakeholder and client management skills.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Strong understanding of operational metrics, workforce management principles, and performance reporting.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of quality, compliance, and risk management practices.
• Experience in insurance, banking, financial services, or customer service environments is an advantage.

Behavioral Competencies

• Customer-centric mindset.
• Results-oriented and accountable.
• Strong decision-making ability.
• Continuous improvement focus.
• High level of professionalism and integrity.