Service Delivery Manager

Intelegencia; Rizal; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading management firm based in Nueva Ecija, Rizal is seeking an operations manager to manage teams supporting multiple accounts. You will be responsible for ensuring service excellence, monitoring performance metrics, and leading team development. The ideal candidate will have 2-3 years of management experience in customer service or e-commerce, along with strong leadership and analytical skills.

Qualifications

• 2-3 years of experience managing operations in customer service or e-commerce.
• Strong knowledge of Quality Methodologies (RCA, Pareto, Six Sigma).
• Excellent verbal and written communication skills.

Responsibilities

• Manage teams of 65 to 80, supporting up to 20 accounts.
• Monitor KPIs and SLAs across all accounts.
• Conduct training sessions and support team leadership development.

Skills

Leadership

Operational data analysis

Communication skills

Project management

People management

Tools

MS Office

Google Docs

Job description

Responsibilities

• Manage teams with a headcount of 65 to 80, supporting up to 20 accounts/clients.
• Monitor KPIs and SLAs across all accounts and ensure service excellence.
• Lead and coach Group Leaders and Team Leaders, conduct performance reviews, and implement improvement plans.
• Work with Workforce Management for scheduling needs across accounts.
• Lead process documentation and quality improvement projects.
• Conduct training sessions and support leadership development of team members.
• Regularly report account performance and updates to senior management and clients.
• Manage client communication, handle escalations, and present account reviews.
• Support the VP for Service Delivery, Country Manager, and CEO with tasks and client management.

Qualifications

• 2-3 years of experience managing operations in customer service, e-commerce, and other business lines.
• Strong knowledge of Quality Methodologies (RCA, Pareto, Ishikawa, Six Sigma, etc.).
• Experience in operational data analysis and reporting.
• Understanding of key metrics, penalty-driven metrics, and P&L.
• Proficiency in MS Office and Google Docs.
• Strong leadership, people management, and decision-making skills.
• Excellent verbal and written communication skills.
• Project management, capacity planning, and client management experience.
• Experience in process documentation, auditing, and training delivery.
• Ability to work in a fast-paced, dynamic environment, handling multiple tasks with accuracy and timeliness.

Nice to Have

• Knowledge of quality tools and approaches (DMAIC, RCA).