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 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
Non-negotiable Requirements (auto-reject If Not Met)
- 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
Required Skills & Competencies
- 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
