Operations Manager– BFSI (BPO)

Gratitude Philippines; Cebu City; On-site; PHP 1,117,116 - 1,338,084; Full time

Job summary

A leading BPO company is looking for an Operations Manager to oversee the BFSI customer service operations in Cebu City. The role involves managing team performance, ensuring compliance with BFSI standards, and driving operational excellence. Candidates must have at least 3–5 years of experience in a similar role within a BPO setting and a Bachelor's degree. This position requires onsite work with a graveyard shift. Competitive salary of up to PHP 110,000 is offered.

Qualifications

• Minimum 2 years BFSI / Financial Services background required.
• 3–5 years experience as an Operations Manager or Assistant Manager in BPO.
• Proven experience managing teams and KPIs.

Responsibilities

• Own and manage daily operations of the BFSI customer service account.
• Lead and coach Team Leaders and frontline teams.
• Monitor performance metrics such as SLA, CSAT, and productivity.
• Ensure compliance with BFSI regulations and internal controls.
• Act as primary client contact for operational reviews.
• Build a high-performance culture focused on results.

Skills

People leadership

Operational skills

Analytical skills

Decision-making under pressure

Client management

Compliance awareness

Education

Bachelor's Degree (any course)

Job description

JOB TITLE: OPERATIONS MANAGER – BFSI (BPO)

Account: BFSI

Work Location: Onsite – Cebu City

Shift: Graveyard

Salary: Up to PHP 110,000 (maximum package only)

ROLE SUMMARY

The Operations Manager is accountable for end-to-end operational performance of a BFSI contact center account. This role demands strong leadership, financial services expertise, data-driven decision-making, and strict compliance management in a high-pressure BPO environment.

KEY RESPONSIBILITIES

• Own daily operations and overall performance of the BFSI customer service account
• Lead, coach, and manage Team Leaders and frontline teams to meet and exceed KPIs
• Monitor and drive performance metrics including SLA, CSAT, AHT, productivity, quality, and attrition
• Identify operational gaps and implement process improvements using data and root-cause analysis
• Ensure full compliance with BFSI regulations, internal controls, and company policies
• Act as primary client contact for operational reviews, escalations, and performance alignment
• Partner with Workforce, Quality, Training, and Support teams to optimize delivery
• Build a high-performance culture focused on accountability, engagement, and results

NON-NEGOTIABLE REQUIREMENTS (AUTO-REJECT IF NOT MET)

• Minimum 2 years BFSI / Financial Services background
• Must be clearly stated in the CV — no indication = automatic rejection
• 3–5 years experience as an Operations Manager or Assistant Manager in a BPO setting
• Bachelor’s Degree (any course)
• Proven experience managing people, KPIs, and client-driven environments
• Amenable to full onsite work and graveyard shift

REQUIRED SKILLS & COMPETENCIES

• Strong people leadership and performance management
• Advanced operational and analytical skills
• Decision-making under pressure
• Client and stakeholder management
• Compliance and risk awareness (BFSI standards)
• Clear, confident, and executive-level communication