Senior BFSI Ops Manager – Accounts & Escalations (On-site)

Concentrix; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking a Senior Operations Manager in Manila to lead performance analysis, staffing decisions, and escalation handling for BFSI accounts. You will drive process improvements, coach your team, and ensure client issues are resolved efficiently through phone, chat and email support.

Ideal candidates bring 2+ years of SOM experience, strong analytical skills, and the ability to communicate complex technical topics simply. This role requires on-site presence at San Lazaro.

Qualifications

• 2+ years SOM experience handling BFSI accounts.
• On-site work in San Lazaro, Manila.
• Strong analytical and problem-solving abilities.
• Ability to explain technical issues in non-technical terms.
• Provide customer and technical support via phone, chat and email.

Responsibilities

• Review and analyze program performance to determine needs.
• Approve hiring, training, development and performance activities.
• Serve as escalation point for Supervisors and front line RAs.
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay.
• Identify and oversee program and problem resolution.
• Coach and develop subordinates to maximize performance.
• Track client issues and maintain client communications and resolution.
• Support continuous improvement initiatives to boost service quality and reduce costs.

Skills

SOM experience

BFSI accounts

Analytical skills

Problem solving

Troubleshooting

Communication

Customer support

Job description

Concentrix is seeking a Senior Operations Manager in Manila to lead performance analysis, staffing decisions, and escalation handling for BFSI accounts. You will drive process improvements, coach your team, and ensure client issues are resolved efficiently through phone, chat and email support.

Ideal candidates bring 2+ years of SOM experience, strong analytical skills, and the ability to communicate complex technical topics simply. This role requires on-site presence at San Lazaro.