Service Delivery Manager (Banking/Financial Services/Wealth Management)

CGI; Taguig; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Service Delivery Manager with a strong background in Banking and Financial Services. This role involves leading and developing teams, optimizing performance, and driving process improvements to enhance client experiences. The ideal candidate will possess exceptional communication skills and a strategic mindset, capable of managing complex projects and fostering a collaborative environment. If you are passionate about leadership and looking to make a significant impact in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• 5-10 years in a managerial role, preferably in Banking/Financial Services.
• Exceptional communication and stakeholder management skills.

Responsibilities

• Manage and develop teams, focusing on performance and growth.
• Drive operational improvements and manage client-focused initiatives.

Skills

Leadership and Team Management

Coaching and Mentorship

Performance Management

Process Improvement

Project Management

Client-Focused Mindset

Analytical Decision-Making

Stakeholder Management

KPI Development

Recruiting and Talent Development

Education

Bachelor's degree

Job description

Your future duties and responsibilities

• Leadership and Team Management – Skilled in managing and developing teams, including goal setting, performance evaluation, and fostering professional growth through coaching and cross-training.

• Coaching and Mentorship – Ability to provide regular, constructive feedback and tailored coaching to support team members’ career development and performance improvement.

• Performance Management – Experience in managing and tracking performance metrics, quality, and productivity to consistently exceed targets and optimize team output.

• Process Improvement and Change Management – Strong skills in identifying, implementing, and driving operational improvements in a collaborative manner.

• Project Management – Ability to manage projects within Client Solutions, supporting business process initiatives and representing the team in corporate initiatives.

• Client-Focused Mindset – Dedication to creating smooth, positive client experiences and effectively resolving escalated issues with a service-oriented approach.

• Analytical and Data-Driven Decision-Making – Proficiency in capturing, analyzing, and using data to drive informed decision-making, process improvement, and strategic planning.

• Stakeholder Management and Collaboration – Strong relationship-building skills to work effectively with cross-functional teams, ensuring alignment on business objectives and service standards.

• KPI Development and Reporting – Experience in defining, tracking, and reporting KPIs that provide visibility into operational performance and support strategic initiatives.

• Recruiting and Talent Development – Ability to recruit, onboard, and develop team members to meet current and future business needs, ensuring a strong, adaptable team.

Other Expectations

• Training & Compliance: Must pass CIFOC training assessment and adhere to all quality standards and engagement/company policies. Promptly corrects any quality deficiencies within their function.

• Schedule & Attendance: Complies with assigned shift schedules, including start time, end time, breaks, and rest days. Adheres to leave filing policies and ensures attendance at all required meetings and activities.

Required qualifications to be successful in this role

• Work Experience: At least 5 to 10 years as a Manager, Service Delivery Manager, or in an equivalent leadership role. Minimum of 2 years in Banking/Financial Services Operations in a managerial capacity, with expertise in areas such as front-office advisor support, back-office account management, investment fund record-keeping, portfolio accounting, financial statements, corporate actions, order management, trade support, investment accounting, performance assessment, and reporting. Solid background in Banking/Finance/Asset Wealth Management.

• Experienced in handling a team and a subject matter expert of the process/domain.

• Graduated with a Bachelor's degree.

• Soft Skills: Exceptional communication and stakeholder management skills, strategic thinking, ability to work under pressure, hands-on problem-solving approach, and a strong drive for career growth and continuous learning.

• Good communication and presentation skills.