Service Delivery Manager

Star Outsourcing Group Inc; Metro Manila; On-site; PHP 2,009,000 - 2,455,000; Full time

Benefits offered by this job

13th month pay

HMO coverage

20 days paid leave

Ortigas Center office

Job summary

Star Outsourcing Group Inc. is building a Manila site and seeks a hands-on leader to run it end-to-end. You will design the operating model, establish SOPs, and implement a robust quality framework and reporting.

You’ll recruit, onboard and develop a growing team while driving performance, capacity planning and cost control. You will report to the Head of Outsourcing and own the site’s rhythm, standards and outcomes, with weekends off and an early shift.

Qualifications

• Led teams in a BPO/shared services/contact centre in the Philippines.
• Able to design operating models and SOPs from scratch.
• Strong emphasis on process, quality, reporting and governance.

Responsibilities

• Lead the Manila site day-to-day, setting rhythm, priorities and standards.
• Build operating model with quality framework, service measures and SOPs.
• Grow the team through recruiting, onboarding and development.
• Own site performance: quality, productivity and turnaround.
• Lead transition of functions from parent business with training and ramp-up.
• Plan workforce coverage and shift patterns.
• Develop Team Leaders and empower them to scale the site.
• Maintain engagement and retention; ensure safe, compliant operations.
• Collaborate with Office Manager; report performance, people, capacity, costs.

Skills

Leadership

Team leadership

Recruiting

Onboarding

Performance management

Reporting

Process design

Quality framework

Education

Bachelor's degree in Business/Management or related field

Job description

Run the whole site. Build it properly. Be home early afternoon.

Ortigas Center, Metro Manila · Full-time, permanent, direct hire · On-site · Early shift, weekends off · PHP 180,000 – 220,000/month

Two things you should know up front.

One: you'll be finished by early afternoon. Every day. Weekends off, always. What you do with the rest of your day is nobody's business but yours.

Two: you'll be running the whole site. Not a pod. Not a slice of an account. Not somebody else's operation under somebody else's rules. All of it.

We're a financial services group standing up our own team in Manila, and almost none of it is built yet — the standards, the reporting, the quality framework, the SOPs, the way the floor actually runs each morning. We know exactly what good looks like, because it already works in our home market. What we don't have is the person on the ground to design it here, build it, and hold the line on it.

That's the job. You'll report directly to our Head of Outsourcing overseas — one person between you and the top, and no waiting three weeks for a decision.

If you've ever sat through a business review thinking “I would have run this completely differently” — good. Read on.

What you'll actually be doing

• Leading the Manila site day to day — the operating rhythm, the priorities, the standards the team works to
• Building the operating model from the ground up: quality framework, service measures, reporting, and documented SOPs for every function, so the site runs on process rather than on one person's memory
• Growing the team — recruiting, onboarding, inducting and developing, and getting new people productive fast
• Owning site performance: quality, productivity, turnaround, and the standards behind them
• Leading the transition of new functions across from the parent business — capturing the process, documenting it, training the team, ramping it up
• Planning workforce coverage: shift patterns, leave, and the demand peaks
• Building Team Leaders underneath you as the site scales, and learning to lead through them rather than around them
• Keeping your people engaged and staying — in this market, retention is the whole ballgame
• Working alongside the Office Manager to keep the site safe, compliant and well run
• Reporting the real picture back to the parent business: performance, people, capacity and cost

This is you

• You've led teams in a BPO, shared services or contact centre environment here in the Philippines
• You've led Team Leaders, not just agents — and you've held a high bar without becoming the person everyone dreads
• You can build structure where none exists. You don't need a template handed to you before you start
• You're mature, self-directed and genuinely autonomous. Nobody will be standing behind you, and you won't want them to
• Your English is strong enough to hold your own with an overseas executive team, and warm enough to land on the floor
• You know Philippine labour law well enough to keep us on the right side of it (DOLE, SSS, PhilHealth, Pag-IBIG, 13th month)
• You're comfortable with the numbers — workforce planning, service levels, quality frameworks — and you can explain them to people who don't live in spreadsheets
• Degree or diploma in Business, Management or a related field
• Standing up a new site, account or team from a start-up position
• Financial services or insurance
• Supporting a parent business or client in a different time zone
• Moving work from an onshore business into a Philippine team

What we're offering

• PHP 180,000 – 220,000 per month, depending on experience
• 13th month pay on top of your monthly salary
• 20 days paid leave a year
• HMO coverage from day one — not after probation, from your first day
• A modern serviced office in Ortigas Center, fully fitted out with all equipment provided. You won't be sourcing desks or chasing IT
• A direct line to the person who owns this whole programme — you'll never be a name on an org chart
• Real room to grow: the site scales, the team scales, and the leadership layer beneath you gets built by you

About the shift — read this bit properly

• Start time is 4:00 AM or 5:00 AM depending on the time of year, Monday to Friday
• Eight hours a day, 40 hours a week — so you're done by early afternoon
• It's a leadership role, so there will be days it needs more than eight hours to cover a spike or get something over the line. We're looking for someone who leads to the outcome, not the clock
• In return: your afternoons are genuinely yours, you'll never sit in evening traffic, and you'll never work a graveyard shift

We read every application ourselves, and you'll hear back from us either way.