Senior Director, Global Service Operations

Level Up Talent Solutions

Cebu City

On-site

PHP 3,500,000 - 5,200,000

Full time

14 days+

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Job summary

Level Up Talent Solutions is seeking a Senior Director of Service Operations to lead global outsourcing engagements, ensuring service delivery excellence for U.S. mortgage, insurance, banking, and financial services clients.

The role requires deep BPO operations leadership, people management, and proven performance improvement experience, with a focus on meeting KPIs, SLAs, and high client satisfaction. On-site in Cebu City, with openness to relocation for the right candidate.

Qualifications

Extensive experience managing operational customer service teams in BPO or servicing operations.
Minimum 10–15 years of progressive operations experience in a multinational organization.
2 years of experience in U.S. Mortgage and/or financial services is a strong advantage.
Strong background in Operations Management, Service Delivery, and Client Operations.
Proven experience leading large teams, multi-site teams, or complex service delivery operations.
Willing to work on-site in Cebu City or relocate to Cebu.

Responsibilities

Lead and oversee service operations across customer service, back-office, mortgage servicing, insurance, banking, and financial services support teams.
Set, monitor, and drive KPIs, SLAs, quality standards, productivity metrics, and client satisfaction goals.
Drive continuous improvement initiatives to enhance service quality, efficiency, compliance, and customer experience.
Lead and mentor operations managers and team leaders to build high-performing, accountable teams.
Coordinate with recruitment to interview, select, and hire full-time team members.
Present operational results and strategic recommendations to executive stakeholders.