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 reviews, escalations, and performance alignment
• Partner with Workforce, Quality, Training, and Support teams to optimize delivery
• Build a high-performance culture focused on accountability, engagement, and results

• Minimum 2 years BFSI / Financial Services background
• Must be clearly stated in the CV no indication = automatic rejection
• 35 years experience as an Operations Manager or Assistant Manager in a BPO setting
• Bachelors Degree (any course)
• Proven experience managing people, KPIs, and client-driven environments
• Amenable to full onsite work and graveyard shift

• Strong people leadership and performance management
• Advanced operational and analytical skills
• Decision-making under pressure
• Client and stakeholder management
• Compliance and risk awareness (BFSI standards)
• Clear, confident, and executive-level communication