BPO Manager

Req ID: 352054 

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 Manager to join our team in Metro Manila, Quezon (PH-QUE), Philippines (PH).

Position: BPO Manager

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. 

This position is eligible for company benefits

Basic Qualifications:

• 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)

Responsibilities:

• 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

New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.

*** All new hires will be required to successfully complete our Call Center training classes and demonstrate proficiency of the material.

Must Pass Drug screen.

Must Pass a background check with Education check and employment verification check. 

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.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.