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NTT DATA Logo NTT DATA · Consulting

Bpo Manager

Philippines, Metro Manila, Quezon · Job Posted May 04, 2026
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Job Description

We are seeking a dedicated and experienced BPO Manager. Responsible for end-to-end service delivery of assigned client accounts, ensuring SLA compliance, quality excellence, cost efficiency, and client satisfaction. This role leads multiple teams, drives performance improvement, manages client relationships, and ensures regulatory and operational compliance in a fast-paced outsourcing environment.

Job Responsibility

  • Own day-to-day operational performance of assigned BPO account(s)
  • Ensure achievement of SLAs, KPIs, and quality metrics
  • Manage staffing, scheduling, and productivity to meet demand
  • Lead performance recovery plans for underperforming teams/accounts
  • Drive continuous improvement using Lean, DMAIC, or Six Sigma methodologies
  • People Management
  • Lead, coach, and develop Team Leaders / Supervisors
  • Manage hiring, onboarding, training, and attrition mitigation
  • Conduct performance reviews and corrective action plans
  • Foster a culture of accountability, engagement, and continuous improvement
  • Quality, Compliance & Risk
  • Ensure adherence to client policies, regulatory requirements, and internal controls
  • Partner with QA and Compliance teams to reduce errors and financial risk
  • Lead root cause analysis for quality defects and escalations
  • Implement preventive controls and error-proofing mechanisms
  • Client Management
  • Act as the primary point of contact for client operations
  • Prepare and present weekly/monthly performance reviews
  • Manage escalations and ensure timely resolution
  • Build strong client relationships and support account growth
  • Financial & Commercial Management
  • Manage account budgets, cost controls, and margin improvement
  • Track financial impact of quality issues and operational inefficiencies
  • Support pricing, forecasting, and capacity planning
  • Drive cost optimization without compromising service quality
  • Governance & Reporting
  • Establish governance cadence (daily ops, weekly reviews, monthly exec calls)
  • Maintain dashboards for SLA, quality, productivity, and financial performance
  • Ensure documentation, audit readiness, and compliance reporting

Requirements

  • 10 Years' experience in BPO Manger Role
  • 5 Years' experience Proven ability to manage SLAs, quality, and client escalations
  • 5 Years' experience managing financial services accounts
  • Bachelor's Degree (Business, Operations, Finance, or related field)
  • Must Pass Drug screen
  • Must Pass a background check with Education check and employment verification check
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