Job Description
JOB TITLE: OPERATIONS MANAGER BFSI (BPO)
Account: BFSI
Work Location: Onsite Cebu City
Shift: Graveyard
Salary: Up to PHP 110,000 (maximum package only)
Role Summary
The Operations Manager is accountable for end-to-end operational performance of a BFSI contact center account. This role demands strong leadership, financial services expertise, data-driven decision-making, and strict compliance management in a high-pressure BPO environment.
Key Responsibilities
Own daily operations and overall performance of the BFSI customer service account
Lead, coach, and manage Team Leaders and frontline teams to meet and exceed KPIs
Monitor and drive performance metrics including SLA, CSAT, AHT, productivity, quality, and attrition
Identify operational gaps and implement process improvements using data and root-cause analysis
Ensure full compliance with BFSI regulations, internal controls, and company policies
Act as primary client contact for operational review...
Account: BFSI
Work Location: Onsite Cebu City
Shift: Graveyard
Salary: Up to PHP 110,000 (maximum package only)
Role Summary
The Operations Manager is accountable for end-to-end operational performance of a BFSI contact center account. This role demands strong leadership, financial services expertise, data-driven decision-making, and strict compliance management in a high-pressure BPO environment.
Key Responsibilities
Own daily operations and overall performance of the BFSI customer service account
Lead, coach, and manage Team Leaders and frontline teams to meet and exceed KPIs
Monitor and drive performance metrics including SLA, CSAT, AHT, productivity, quality, and attrition
Identify operational gaps and implement process improvements using data and root-cause analysis
Ensure full compliance with BFSI regulations, internal controls, and company policies
Act as primary client contact for operational review...
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