Service Delivery Manager (DPO)

Job Summary

The role is responsible for performance management, service delivery, people leadership, stakeholder coordination and continuous improvement across assigned teams. Experience in handling financial services or banking contact centre operations is preferred, including account servicing, payments, cards, lending, complaints, fraud prevention and general banking operations. This is an operations management role and does not include site lead responsibilities

Key Responsibilities

Operations Management

• Manage daily operational performance across assigned teams and Lines of Business.
• Ensure achievement of SLAs, KPIs, quality, productivity, customer experience and compliance-related expectations.
• Monitor intraday and periodic performance trends and implement action plans to address gaps.
• Coordinate with WFM, Quality, Training and support functions to maintain stable delivery and operational discipline.
• Ensure adherence to standard operating procedures, client requirements and internal governance expectations.

Banking Process Management

• Manage teams supporting banking customer interactions across different banking operations.
• Ensure advisors and Team Leaders understand process expectations, customer impact, compliance requirements and quality standards.
• Support knowledge reinforcement, error reduction, complaint prevention and coaching plans for banking process teams.
• Identify process risks, performance gaps and training needs, and work with support teams to implement corrective actions.

Performance and Quality Management

• Conduct regular performance reviews with Team Leaders, Assistant Managers and operational support teams.
• Track service, quality, productivity, adherence, shrinkage, escalation and customer experience trends.
• Drive root cause analysis and improvement actions for missed targets, customer escalations and quality observations.
• Support operational reporting, governance updates and performance insights for leadership and client reviews.

People Leadership

• Lead, coach and develop Team Leaders, Assistant Managers and frontline operations teams.
• Drive engagement, retention, discipline, attendance focus and performance accountability across assigned teams.
• Support succession planning and capability building within the operation.
• Promote a collaborative, customer-focused and compliant working culture.

Stakeholder and Escalation Management

• Support client calls, governance discussions and internal review forums as required.
• Manage operational escalations with urgency, ownership and clear communication.
• Work with cross-functional teams to resolve operational issues and improve customer outcomes.

Skill Requirements

Bachelor's degree required.

Minimum 15+  years of experience in BPO / contact centre operations, with at least 7-8 years managing Team Leaders / Assistant Managers in an international voice process.

Experience in financial services or banking contact centre operations is preferred.

Strong operations management, team leadership, analytical problem solving, stakeholder coordination, escalation handling and performance coaching skills.

Strong verbal and written English communication skills.

Other Requirements