Operations Manager

Nezda Technologies, Inc.; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Nezda Technologies, Inc. is seeking a Service Delivery Manager to oversee operational performance within a Financial Services BPO environment. The role focuses on ensuring service quality, achieving KPIs, and maintaining strong stakeholder relationships.

The ideal candidate has extensive experience in account management, governance, and leading high-performing teams toward business goals. You will drive continuous process improvements and partner with clients to deliver exceptional service

Qualifications

• 3+ years as an Operations Manager in Financial Services BPO.
• Experience managing SLA and KPI performance.
• Background in account performance management and operational governance.
• Experience handling client, stakeholder, or business partner interactions.
• Strong people leadership and accountability mindset.
• Process improvement experience.
• College graduate.

Responsibilities

• Manage day-to-day operations and ensure service delivery goals.
• Monitor and drive performance based on SLA and KPI requirements.
• Oversee account performance and identify operational improvements.
• Partner with clients and stakeholders to maintain strong relationships.
• Lead, coach, and develop operations teams to meet targets.
• Promote accountability and continuous process improvements.
• Support governance activities and performance reviews.

Skills

SLA & KPI governance

People leadership

Stakeholder management

Process improvement

Client interactions

Education

Bachelor's degree or higher

Job description

The Service Delivery Manager will oversee operational performance, ensuring service quality, KPI achievement, and strong stakeholder relationships within a Financial Services BPO environment.

This role is ideal for an experienced Operations Manager who understands account management, governance, and leading teams toward business goals.

Key Responsibilities

• Manage day-to-day operations and ensure achievement of service delivery goals.
• Monitor and drive performance based on SLA and KPI requirements.
• Oversee account performance and identify areas for operational improvement.
• Partner with clients, stakeholders, and business partners to maintain strong relationships.
• Lead, coach, and develop operations teams to achieve targets.
• Promote accountability and continuous process improvement initiatives.
• Support operational governance activities and performance reviews.

Must-Have Qualifications

• At least 3 years of experience as an Operations Manager in Financial Services BPO.
• Experience managing SLA and KPI performance.
• Background in account performance management and operational governance.
• Experience handling client, stakeholder, or business partner interactions.
• Strong people leadership and accountability mindset.
• Process improvement experience.
• College graduate.

Good-to-Have

• Experience managing large-scale BPO operations.
• Experience driving operational improvements and performance initiatives.
• Exposure to financial services accounts.