BPO Senior Manager

Req ID: 371414 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a BPO Senior Manager to join our team in Manila, National Capital Region (PH-00), Philippines (PH).

Job Summary:

The BPO Senior Manager is 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.

Role Overview:

The Delivery Manager is responsible for end-to-end service delivery across life insurance operations and contact center functions, ensuring high-quality customer experience, operational efficiency, and strong financial performance. This role leads large-scale voice/non-voice teams supporting policyholders and clients across global markets.

Key Responsibilities

1. Service Delivery & Contact Center Operations

• Lead daily operations for voice (inbound/outbound) and non-voice (email, chat, back-office) channels
• Manage core contact center KPIs:
• Service Level (SL%)
• Average Handle Time (AHT)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Quality scores
• Ensure consistent delivery for life insurance processes:
• Policy servicing
• Claims inquiries and processing
• Handle critical policy owner’s  escalations and complaints

2. Customer Experience & Journey Management

• Drive end-to-end customer journey improvements
• Analyze call drivers and customer pain points
• Implement initiatives to improve FCR, reduce repeat calls, and enhance CX
• Partner with QA and Training teams to improve agent performance

3. Workforce & Capacity Management

• Collaborate with Workforce Management (WFM) for:
• Forecasting and scheduling
• Real-time management (RTA)
• Capacity planning for seasonal volumes (e.g., claims spikes)

4. Client & Stakeholder Management

• Act as escalation point for client and customer issues
• Present operational performance, call trends, and insights during business reviews
• Align contact center strategy with client expectations

5. People Leadership

• Lead Operations Managers, Team Leaders, QA, and WFM teams
• Drive coaching culture focused on:
• Call quality
• Soft skills and empathy
• Compliance in customer interactions
• Manage attrition, engagement, and career development

6. Risk, Compliance & Quality

• Ensure compliance with:
• Insurance regulations
• Data privacy laws (e.g., customer data handling)
• Maintain high standards in call quality audits
• Ensure adherence to scripts, disclosures, and verification processes

Qualifications:

Experience

• Bachelor’s degree required (Business, Finance, IT, or related field preferred)
• 8–12+ years in BPO / Contact Center / IT-BPM
• 5+ years in contact center leadership roles

Strong experience managing:

• Large-scale voice operations (100+ agents)
• Multichannel support environments
• Proven experience in life insurance accounts (policy admin, claims, customer service)

Technical & Functional Skills:

• Deep understanding of contact center tools:
• Dialers / ACD systems (e.g., Avaya, Genesys)
• CRM platforms
• Workforce Management tools

Strong grasp of:

• Call flow design
• Queue management
• Escalation handling
• Data analysis and reporting (Excel, dashboards, BI tools)

Leadership Competencies:

• Strong CX mindset (customer-first thinking)
• Ability to manage high-pressure, real-time environments
• Excellent communication and stakeholder management
• Experience driving large-scale operational transformations

Key Metrics of Success: 

• Service Level & Response Time
• AHT, FCR, Repeat Contacts
• CSAT / NPS
• Quality & Compliance Scores
• Attrition & Employee Engagement
• Cost per Contact / Productivity

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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