Delivery Manager

Tata Consultancy Services; Taguig; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Tata Consultancy Services is seeking a senior Delivery Manager to lead large-scale BPO/contact center operations in a fast-paced environment. You will drive customer satisfaction, operational excellence, and strategic delivery with a focus on 500–700 FTEs, offshore strategies, and strong governance.

You will mentor senior leaders, ensure financial outcomes, and collaborate with clients to meet SOW commitments and drive business growth.

Qualifications

• 15–20 years in BPO/Contact Center or customer service operations.
• Minimum 3 years as Delivery Manager, Banking/Financial Services exposure preferred.
• Experience leading large-scale operations (300+ FTEs; 500–700 FTEs direct).
• Strong inbound voice/contact center expertise.
• Proven track record in operational performance, CX, and financial outcomes.
• Expertise in CX management, program delivery, governance, and transformation.
• Experience in project management, transition, and pre-sales.
• Strong P&L accountability and business acumen.
• Ability to develop and monitor performance metrics.
• Bachelor's Degree required; MBA preferred.

Responsibilities

• Lead and manage a large-scale operation of 500–700 FTEs to achieve service, quality, and customer satisfaction targets.
• Provide strategic direction and operational leadership for best-in-class service and excellence.
• Drive program performance aligned with client expectations, SLAs, and budgets.
• Establish, review, and manage SOPs per client requirements and standards.
• Oversee workforce planning, utilization, and productivity to maximize value.
• Drive offshore delivery strategies for timely, high-quality, cost-effective service.
• Build and maintain executive relationships with clients and stakeholders.
• Ensure governance, risk, and compliance with ISO, ISMS, and client guidelines.
• Lead transformation programs and continuous improvement initiatives.
• Own program profitability and financial performance; monitor metrics.

Skills

Executive presence

Strategic thinking

Client relationship management

Leadership

Problem solving

Financial acumen

Communication

Education

Bachelor's Degree

MBA or Postgraduate degree preferred

Job description

The Delivery Manager is responsible for leading large-scale customer service and contact center operations, ensuring operational excellence, client satisfaction, financial performance, compliance, and strategic delivery. The role requires strong leadership capabilities to manage large teams, drive transformation initiatives, optimize operational efficiency, and ensure adherence to contractual commitments while delivering exceptional customer experiences.

Key Responsibilities

Service Delivery & Operations Management

• Lead and manage a large-scale operation comprising 500–700 FTEs, ensuring consistent achievement of service delivery, quality, productivity, and customer satisfaction objectives.
• Provide strategic direction and operational leadership to deliver best-in-class customer service and operational excellence.
• Drive overall program performance, ensuring adherence to client expectations, contractual obligations, and business objectives.
• Establish, review, and manage Standard Operating Procedures (SOPs) in line with client requirements and organizational standards.
• Ensure effective management of workforce planning, shrinkage, utilization, support functions, and operational efficiencies to maximize productivity and profitability.
• Drive offshore delivery strategies that enable timely, high-quality, and cost-effective service delivery.

Client & Stakeholder Management

• Serve as the primary point of contact across governance forums and executive stakeholder engagements.
• Build, manage, and strengthen relationships with clients and key stakeholders.
• Partner with business users and clients to understand requirements and support various project streams and business initiatives.
• Ensure complete adherence to the Program Statement of Work (SOW) and contractual commitments.
• Provide regular operational reviews, business insights, and strategic recommendations to stakeholders.
• Lead, mentor, and develop senior operational leaders and management teams.
• Drive a high-performance culture focused on accountability, engagement, and continuous improvement.
• Support talent acquisition, workforce planning, succession planning, and leadership development initiatives.
• Foster employee engagement and retention through effective coaching, communication, and leadership practices.

Governance, Compliance & Risk Management

• Ensure compliance with organizational policies, regulatory requirements, ISO standards, ISMS requirements, and client-specific guidelines.
• Manage operational risks and implement mitigation strategies to ensure service continuity.
• Drive operational governance, audit readiness, and compliance initiatives across the program.

Business Transformation & Continuous Improvement

• Lead transition, transformation, and process improvement initiatives to enhance operational effectiveness and customer outcomes.
• Leverage industry best practices and lessons learned to improve efficiency, delivery capability, and business performance.
• Support pre-sales activities, solution design, business case development, and operational planning.
• Drive innovation and change management initiatives to support business growth and operational excellence.
• Own and manage program profitability, resource utilization, and financial performance.
• Demonstrate strong P&L management capabilities and business acumen.
• Monitor commercial and operational metrics to ensure delivery performance and sustainable business growth.
• Drive cost optimization and revenue enhancement opportunities while maintaining service quality.

Candidate Profile

Knowledge & Experience

• 15–20 years of overall experience in the BPO, Contact Center, or Customer Service Operations industry.
• Minimum of 3 years of experience as a Delivery Manager, preferably within a Banking or Financial Services customer service environment.
• Proven experience leading large-scale operations of 300+ FTEs, with direct responsibility for managing teams of 500–700 FTEs.
• Strong experience in inbound voice/contact center environments.
• Demonstrated success in driving operational performance, customer satisfaction, quality, and financial outcomes.
• Expertise in customer experience management, program delivery, operational governance, and business transformation.
• Experience in project management methodologies, transition management, transformation programs, estimation, and pre-sales support.
• Strong understanding of business operations with direct accountability for P&L performance.
• Proven ability to develop and monitor performance metrics that measure both operational delivery and commercial success.

Core Competencies & Skills

• Executive presence with the ability to influence stakeholders at all organizational levels.
• Strong strategic thinking and decision-making capabilities.
• Excellent client relationship management and stakeholder engagement skills.
• Strong leadership, people management, and coaching abilities.
• Demonstrated ability to drive organizational change and transformation.
• Exceptional problem-solving and critical-thinking skills.
• Strong business and financial acumen.
• Excellent planning, organizational, and execution skills.
• Ability to influence without authority and drive alignment across functions.
• Comfortable operating in a dynamic environment with shifting priorities and multiple deadlines.
• Strong communication, presentation, and negotiation skills.
• Ability to balance strategic objectives with operational execution.

Qualifications

• Bachelor's Degree required.
• Postgraduate Degree or MBA preferred.

Preferred Experience

• Banking and Financial Services experience is highly preferred.
• Experience managing large-scale customer service or contact center operations for banking clients is an advantage.

Work Schedule

• Must be willing to work in shifting schedules, including night shifts, weekends, and holidays, as required by business operations.