Senior Operations Manager

Senior Operations Manager – US Financial Services

Cebu City,

About the Role

We are hiring a Senior Operations Manager to lead and scale contact center operations supporting U.S. financial services programs. This role is ideal for a results-driven leader with deep experience in BFSI operations, KPI management, and people development in a fast-paced BPO environment.

Key Responsibilities

• Lead end-to-end contact center operations for U.S. financial services programs
• Drive performance across CSAT, FCR, AHT, productivity, and quality metrics
• Manage and develop Operations Managers, Team Leaders, and frontline teams
• Partner with QA, Training, WFM, HR, and IT to resolve operational gaps
• Analyze performance data and deliver actionable insights and reports
• Ensure full compliance with financial services policies and regulations
• Implement process improvements to enhance efficiency and cust...