BPO Operations Lead: Service Delivery & Growth

NTT DATA SERVICES PHILIPPINES INC.; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

NTT DATA Services in Metro Manila is seeking a seasoned BPO Manager to lead end-to-end service delivery for key client accounts, ensuring SLA compliance, quality, cost efficiency and high client satisfaction in a fast-paced outsourcing environment.

You will oversee multiple teams, drive performance, manage client relationships, and partner with QA, Compliance, and Finance to optimize margins while maintaining strong governance and reporting.

Responsibilities

• Oversee day-to-day service delivery for assigned BPO accounts with focus on SLA compliance and quality metrics.
• Lead multiple teams, coaching Team Leaders/Supervisors and driving productivity.
• Ensure adherence to client policies, regulatory requirements, and internal controls.
• Manage client relationships; prepare and present performance reviews and handle escalations.
• Drive cost optimization and margin improvement through budgeting, forecasting, and capacity planning.

Job description

NTT DATA Services in Metro Manila is seeking a seasoned BPO Manager to lead end-to-end service delivery for key client accounts, ensuring SLA compliance, quality, cost efficiency and high client satisfaction in a fast-paced outsourcing environment.

You will oversee multiple teams, drive performance, manage client relationships, and partner with QA, Compliance, and Finance to optimize margins while maintaining strong governance and reporting.