Operations Manager (Financial Services - Back Office)

CGI (PHILIPPINES) INC.; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

CGI Philippines is seeking an Operations Manager in Financial Services - Back Office to lead process improvement and operational excellence across the organization. The role focuses on transforming internal support into a reliable, risk-controlled function through data-driven decision making, analytics, and cross-functional collaboration.

The ideal candidate will be tech-savvy, innovative, and possess strong knowledge of core business operations.

Qualifications

• Bachelor's degree in finance, economics, business administration, management, or a relevant discipline is preferred.
• Minimum 3 years of managerial experience in financial services/account, including 2–3 years in client services, contact centres, wealth management, investment or banking environments.
• Contact Centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.
• Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.
• Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.
• Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.
• Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems.
• Strong knowledge of investment products, financial planning, regulatory compliance, and risk management.
• A passion for leveraging technology solutions to drive operational efficiency and deliver exceptional performance.
• Proven ability to implement and manage KPIs, SLAs, and other performance indicators that support business outcomes and prevent financial loss, collaborating effectively across different stakeholders and partners.
• Strong communication skills, verbal, written, and presentation, capable of engaging stakeholders at all levels.
• Strong organizational skills with a sense of urgency and attention to detail in fast-paced performance-based environments.
• Highly innovative, analytic thinker with a curiosity-driven approach to data, capable of turning data into strategic actions.
• Collaborative leadership style with the ability to work cross-functionally and drive change through influence and teamwork.
• Proficient in Customer Experience (CX) analytics and survey methodologies (CSAT, CES, NPS), with expertise in multi-channel deployment (email, SMS, in-app, IVR, chatbot), timing strategies, and interpreting client feedback to identify pain points, improve satisfaction, and drive strategic, data-informed service enhancements.

Responsibilities

• Manage and optimize overall service delivery to achieve performance targets and SLAs.
• Lead and execute strategic initiatives to improve operational processes and deliver excellent client service at scale.
• Map and evaluate key service processes to identify inefficiencies, risks, and improvement opportunities.
• Ensure strong governance, controls, and monitoring to mitigate risks.
• Leverage data and analytics to gain insights for executive decision making and service enhancements.
• Track and report on status of service improvement projects to senior leadership.
• Collaborate with stakeholders to resolve systemic issues and drive continuous improvement.
• Support senior leadership in developing and implementing business strategies and service enhancements.
• Perform related duties and special projects as assigned by executive management.

Skills

Excel

Communication skills

Leadership

Data analytics

Cross-functional collaboration

Education

Bachelor's degree in finance, economics, business administration, management, or a relevant discipline

Tools

Salesforce

CRM systems

Job description

Operations Manager (Financial Services - Back Office)

Category:Business Consulting, Strategy and Digital Transformation

Main location:Philippines, Metropolitan Manila, Taguig

Position ID:J0525-2028

Employment Type:Full Time

Position Description

The Operations Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day to day workflows across the organization. This role plays a key part in transforming internal support into a highly reliable, risk controlled, and client centric function through data driven decision making, operational analytics, and cross functional collaboration. The ideal candidate is tech savvy, innovative, and data driven, and possesses a strong understanding of core business operations. They will act as a strategic leader who ensures seamless service delivery, prevents operational loss, and champions long term operational scalability.

Key Responsibilities

• Manageand optimizeoverall service delivery to achieve agreed upon performance targets, uphold service level agreements (SLAs), and contribute to the broaderstrategicbusiness goals ofthe organization.
• Lead and executestrategicinitiatives to improve operational processes, enhance operational efficiency, and deliver an excellent client service experience on a scale.
• Map and evaluate key service processes to identify inefficiencies, risks, and improvement opportunities that support long term operationalscalabilityand client centric goals.
• Ensure stronggovernance,controls, and monitoring mechanisms are in place to proactively identify and mitigate potential business,operational,and reputational risks.
• Leverageadvanceddata and analytics to gaindeepinsights into client interactions, informingexecutive leveldecision making and service enhancements.
• Track and report on the status of service improvement projects and operational initiatives, ensuring timelines, scope, and deliverables are consistently metand communicated to senior leadership.
• Collaborate closely with internal stakeholders and other cross functional teams to resolvesystemicissues, align objectives, and maintain a culture of continuous improvement.
• Supportsenior leadershipin developing and implementing business strategies and service enhancements that align with evolving client expectations and organizational goals.
• Perform other related duties, operational tasks, and special projects as assigned by executive management to support evolving business needs.

Required qualifications to be successful in this role

Educational Background

Bachelor's degree in finance, economics, business administration, management, or a relevant discipline is preferred.

Qualifications

• Minimum 3 years of managerial experience in financial services/account, including at least 2–3 years in client services, contact centres, wealth management, investment or banking environments.
• Contact Centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.
• Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.
• Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.
• Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.
• Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems.
• Strong knowledge of investment products, financial planning, regulatory compliance, and risk management.
• A passion for leveraging technology solutions to drive operational efficiency and deliver exceptional performance.
• Proven ability to implement and manage KPIs, SLAs, and other performance indicators that support business outcomes and prevent financial loss, collaborating effectively across different stakeholders and partners.
• Strong communication skills, verbal, written, and presentation, capable of engaging stakeholders at all levels.
• Strong organizational skills with a sense of urgency and attention to detail in fast-paced performance-based environments.
• Highly innovative, analytic thinker with a curiosity-driven approach to data, capable of turning data into strategic actions.
• Collaborative leadership style with the ability to work cross-functionally and drive change through influence and teamwork.
• Proficient in Customer Experience (CX) analytics and survey methodologies (CSAT, CES, NPS), with expertise in multi-channel deployment (email, SMS, in-app, IVR, chatbot), timing strategies, and interpreting client feedback to identify pain points, improve satisfaction, and drive strategic, data-informed service enhancements.

Skills

• Asset Management

What you can expect from us

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.