Operations Manager – Financial Services (Contact Centre/Back office Operations)

Be a Hands-on Subject Matter Expert

. Actively engage in service delivery by performing similar transactions as consultants, ensuring a deep understanding of processes and challenges.
. Lead by example, demonstrating best practices in quality, accuracy, and efficiency while handling transactions.
. Provide direct operational support during peak periods, escalations, and complex cases.

Drive Performance and Team Development

. Manage teams of operation leads and consultants, ensuring they achieve their developmental and performance goals.
. Provide real-time coaching and hands-on support, guiding the team through challenges with direct involvement.
. Monitor and improve team performance by setting clear KPIs and exceeding quality and productivity targets.
. Initiate cross-training for job enrichment, efficiency gains, and career progression.

Identify and Implement Continuous Improvement Initiatives

. Proactively identify process inefficiencies by actively participating in transactions and working closely with the team.
. Collaborate with internal business partners to implement operational improvements that enhance efficiency and accuracy.
. Stay up to date with policy and procedural changes, ensuring smooth adoption and compliance within the team.
. Develop and roll out new procedures for new products and services.

Ensure Effective Service Delivery and Client Satisfaction

. Apply business knowledge to directly resolve escalated and time-sensitive issues, ensuring seamless client experiences.
. Manage workflow and resource allocation to maintain service levels and optimal efficiency.
. Lead and support business process improvement initiatives within Client Solutions, contributing expertise to broader corporate projects.
Grow and Strengthen the Team

. Take an active role in recruiting, hiring, and mentoring new team members.
. Support the development of quality assurance programs and performance analytics to track service improvements.
. Foster a culture of accountability, problem-solving, and continuous learning within the team.

Leverage Data-Driven Insights

. Ensure effective capture and utilization of data to enhance decision-making and optimize processes.
. Develop, track, and report on KPIs, providing clear visibility into operational performance and project outcomes.

Collaborate Across the Organization
. Build strong relationships with internal stakeholders to align service delivery with business goals.
. Work cross-functionally to support the Service Enablement mandate and drive organizational success.
. Partner with the Director, Service Enablement to continuously refine business process improvement strategies.

Qualifications

• Work Experience: At least 3 years of experience as an Operations Manager or Service Delivery Manager, with experience in financial services or banking within a contact centre or back-office operations environment.

• Experience handling supervisors or people managers preferred

• Exposure to SLA/KPI management, account performance, and operational governance

• Experience with client, stakeholder, or business partner interactions

• Strong people leadership, accountability, and process improvement mindset

• Educational Background: College Graduate or Bachelor's degree holder

• Technical Proficiency: Strong data analysis skills, experience utilizing KPIs for decision-making, proficiency in Microsoft Office (Word, Excel, PowerPoint, Access, PowerBI), and ability to lead process improvements and cross-departmental collaborations.

• 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.

• Work Arrangement: Amenable to working 100% onsite in either Pasig or Taguig City and willing to work the night shift.

Skills

. 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, providing support for 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 engagement- and company-related meetings. Must be amenable to work on a shifting schedule (night shift).
. Work Environment & Travel: Required to be in the office during assigned shifts and must be ready to travel as needed.
. Flexibility & Adaptability: Must be highly adaptable to changes, work well under pressure, and collaborate effectively with teams across the organization.