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Service Delivery Manager

F

Flatworld Solutions (Philippines) Inc

70 - 110K PHP
Full-time
AEON TOWERS. J.P. Laurel Ave, Bajada, Davao City, Davao del Sur, Philippines
Operations ManagementPeople ManagementSalesTrainingBPOLeadership and Management SkillsProject Management ToolsSupervisoryProblem-Solving and Analytical Skills

Description :

Flatworld Philippines is a Great Place to Work-Certified company committed to the vision of building a diverse and inclusive workplace culture where our employees can thrive. We are looking for passionate, talented, and innovative individuals to join our Operations Team. Being part of the Team, you will play a pivotal role in the success and growth of our employees throughout their journey with the organization.


  • Responsible for the day-to-day operations and delivery of operational metrics and client KPIs, including daily service level, customer experience, sales numbers, etc.
  • Identifying customer needs, defining metrics, and overseeing service delivery within the business context.
  • Maintain positive relationships with customers by proactively engaging with them in line with their expectations.
  • Assessing customer feedback and using your knowledge to establish, refine, and improve services offered.
  • Responsible for developing the operational talent pool by optimizing the existing team’s skills.
  • Motivate and effectively performance-manage the teams to ensure overall targets and business plan delivery.
  • Analyze performance stats to determine the appropriate action to meet goals and identify areas of improvement.
  • Responsible for Business Continuity.
  • Understand new business opportunities through interactions with customers and expand the business.
  • Identify process improvement opportunities and work with the support functions to ensure effective implementation and deliver results.
  • Ensure quality standards, data security, and company policy compliance are maintained.
  • A graduate with at least four years of managerial-level experience in Account Management.
  • Experience in managing INBOUND and/or OUTBOUND Campaigns.
  • Strong Sales Background is needed.
  • Demonstrated skills in leadership, management, and motivation.
  • Excellent attention to detail and strong analytical abilities.
  • Exceptional leadership, communication, people management, and influencing skills at a senior level.
  • Proficient in using business intelligence software and skilled in MS Excel.
  • Preferred experience in handling multiple projects concurrently.
  • Six Sigma training or certification would be preferred.