Operations Manager – BPO (Financial Services)
CGI Taguig Full-time
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.
- 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.
- 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.
- 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.
- 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.
- Manage a team responsible for Quality Development and Reporting within Back Office Operations.
- 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.
- 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.
- Work Experience: At least 3 to 5 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. Experience in both Wealth Management and Banking is a plus.
- Educational Background: Bachelor's degree in Financial Management, Marketing, Business Management, Information Technology, or a related field, or equivalent work experience in IT operations.
- Technical Proficiency: Strong data analysis skills, experience utilizing KPIs for decision-making, proficiency in Microsoft Office (Word, Excel, PowerPoint, Access), 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.
- Team Leadership in Operations – Experience managing operations teams, focusing on productivity, quality, and the achievement of individual and team goals.
- Performance Coaching – Background in providing ongoing coaching and feedback to team members, with a focus on achieving developmental goals and improving service quality.
- Process Improvement Initiatives – Proven track record of identifying, recommending, and implementing process optimizations and efficiencies to enhance team performance and productivity.
- Cross-Training and Job Enrichment – Experience initiating and managing cross-training programs to diversify skills, support career progression, and create a more agile team.
- Collaboration with Business Partners – History of working closely with internal partners to refine business processes and improve collaboration across departments.
- Development and Monitoring of KPIs – Experience defining, tracking, and analyzing key performance indicators (KPIs) to measure team success and identify areas for improvement.
- Client Solutions and Service Excellence – Demonstrated commitment to creating excellent client experiences, resolving escalated issues, and improving overall service delivery.
- Project and Initiative Leadership – Participation in or leadership of cross-departmental projects, especially those focused on service enablement, process improvement, or operational excellence.
- Recruitment and Talent Development – Experience in recruiting, hiring, and onboarding team members to ensure effective team resourcing and support for business growth.
- Quality Control and Data-Driven Decision-Making – Hands-on experience managing quality assurance functions, using data insights to refine processes, and making informed decisions that drive team and organizational success.
- 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.
- 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.
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