Service Delivery Manager — Finance Operations

Origo BPO (Phils) Limited, Inc.; Mabalacat; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Job summary

Origo BPO (Phils) Limited, Inc. seeks a Service Delivery Manager to lead the Finance Operations cluster (AP, AR, Billing, Collections). You will oversee Team Managers, manage the P&L, and ensure client satisfaction.

The role emphasizes coaching, capacity planning, and performance management in a hybrid work setting. The ideal candidate has 3+ years of leadership in order-to-cash within a BPO/shared-services environment, deep AR/AP expertise, and experience owning costs and margins.

Qualifications

• Bachelor's Degree or equivalent work experience.
• 3+ years managing Team Managers or team leaders in a BPO/shared services environment.
• Deep order-to-cash background across AP, AR, billing, collections, and cash application.

Responsibilities

• Own the cluster P&L — revenue, cost, margin and utilization.
• Lead the Team Managers across the lines and build the operating cadence.
• Own incidents in the cluster and drive prevention with formal controls.
• Manage attrition, churn, CSAT and coaching compliance across the cluster.
• Carry the client relationship above the Team Manager and discuss scope and service levels.
• Plan capacity against work and ensure coverage for critical roles.
• Maintain a trained backup on every seat and develop Team Managers for the next layer.
• Participate in continuous improvement projects across the Practice.

Skills

Team leadership

ERP experience

AR/AP knowledge

P&L ownership

Education

Bachelor's Degree

Equivalent work experience

Tools

ERP systems

AP/AR platforms

Billing portals

Job description

ABOUT THE ROLE

The Service Delivery Manager leads the Finance Operations cluster — Accounts Payable, AccountsReceivable, Billing and Collections — through the Team Managers running each line. The role carriesthe cluster end to end delivery, the P&L, the client relationship above the Team Manager, and thehealth of the people in it. It is the named owner on incidents in the cluster and is accountable forattrition, churn, CSAT and coaching compliance. Hands‑on processing is not part of the role, andneither is running a queue. The role is also the layer the Team Managers underneath progress into,so developing them is part of the job rather than a by-product of it.

KEY RESPONSIBILITIES

Finance operations

• Own the cluster P&L — revenue, cost, margin and utilization — and know what moves each
• Find where margin leaks: overtime, shrinkage, unbilled work, and work absorbed that was never chargedfor
• Accounts Payable — processing throughput and accuracy, PO and invoice matching, vendor statementreconciliation, duplicate and erroneous payments, overdue payables
• Accounts Receivable and Collections — overdue AR balances, DSO, collections against target, promise-to-payconversion, disputes, credit holds, and what gets escalated for write-off
• Billing — billing accuracy, invoice submission into client portals, unbilled revenue, rebilling and billingdisputes
• Cash application — application accuracy, remittance matching, and the duration of unapplied cash remaining unallocated.
• Own the numbers that go to the client, and challenge them before they go

Leading the cluster

• Lead the Team Managers across the lines — set the standard, hold it, and run the performance loopthrough them rather than around them
• Build and hold the operating cadence — one to ones, reviews, WBRs and MBRs — and know when anaccount is in trouble before the Team Manager says so
• Named owner on incidents in the cluster. Establish scope before a cause is recorded, design the controlthat stops a recurrence, and see that it holds
• Own attrition, churn, CSAT and coaching compliance across the cluster, and act on them before theyshow up in a client conversation
• Carry the client relationship above the Team Manager, including the commercial conversation on scopeand service levels
• Deliver bad news early and directly, to the client and to the Practice Leader
• Plan capacity against the work: coverage, critical roles with limited backup coverage and what the volumes say can andcannot be delivered
• Keep a trained backup on every seat where one person carries a scope on their own
• Develop the Team Managers into the next layer — identify who is ready, put the evidence behind it, andsupport them through the readiness track
• Recommend hiring, pay and performance actions with the evidence behind them, and route anythingtouching employment through HR
• Participate in continuous improvement projects across the Practice
• Hybrid work setup, with occasional on‑site reporting as required by business needs
• Work schedule may be adjusted based on operational requirements

SKILLS AND QUALIFICATIONS

Educational background required / desired:

• Bachelor's Degree
• Or equivalent work experience

Work experience required / desired:

• Proven 3+ years managing Team Managers or team leaders, in addition to direct teamleadership
• Deep order-to-cash background across at least two of AP, AR, billing, collections and cashapplication, in a BPO or shared-services environment
• Has carried a P&L, or has owned cost and margin on an account, and can show what they didwith it
• Able to read an Accounts Receivable (AR) status report and a collections tracker and ask the right questions ondisputes, promises-to-pay and unapplied cash
• Hands‑on with ERP and AP/AR platforms, client billing portals, and case or ticketing tools

Communications skills required / desired:

• 9/10

MS Office applications proficiency required / desired:

• Advanced

Other qualifications:

• Proven leadership and influencing skills, including with people who do not report to them
• Able to manage through managers — setting a standard and holding it on work they did not dothemselves
• Able to run a documented performance loop with a Team Manager, from evidence through to HRwhere it goes that far
• Comfortable in a commercial conversation with a client on scope and service levels
• Results-oriented, with excellent time management and organizational skills
• Excellent written and verbal communication skills
• Past background as a biller, collector or cash-application specialist who moved into peoplemanagement is a strong plus