Senior Group Manager

Nezda Global; Philippines; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Nezda Global seeks a Senior Group Manager to lead multiple teams and operational units, ensuring service delivery and client satisfaction. This role focuses on governance of SLAs and KPIs, with accountability for budgets and performance metrics, within a BPO insurance account setting.

The ideal candidate has recent hands-on experience managing complex operations, coaching Team Leaders, and driving continuous improvement. On-site work required in Quezon City.

Qualifications

• Proven experience leading multiple teams or operational units.
• Strong background in operations management, people leadership and client management.
• Experience monitoring SLAs, KPIs, quality, productivity and performance metrics.

Responsibilities

• Lead multiple teams, Team Leaders and operational units.
• Monitor SLAs, KPIs, quality and productivity.
• Drive process improvements and operational excellence.

Skills

People leadership

Operations management

Client management

SLA & KPI governance

Budget oversight

Job description

We are looking for an experienced Senior Group Manager to lead multiple teams and operational units while ensuring excellent service delivery, operational performance, and client satisfaction.

• Lead multiple teams, Team Leaders, and operational units
• Monitor SLAs, KPIs, quality, and productivity
• Drive process improvements and operational excellence
• Manage client and internal stakeholder relationships
• Review operational reports and performance metrics
• Oversee resources and budget allocation
• Handle escalations and resolve operational issues
• Coach and develop Team Leaders and team members
• Implement best practices and governance standards
• Support talent development and succession planning
• Promote a high-performance and inclusive culture
• Support strategic decisions and consistent service delivery
• Must have solid BPO industry experience
• Must have experience handling insurance accounts
• Insurance account experience must be recent — preferably within the last 1–3 years
• Proven experience managing multiple teams or operational units
• Strong background in operations management, people leadership, and client management
• Experience managing SLAs, KPIs, quality, productivity, and performance metrics
• Willing to work on-site in Quezon City