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, inter...