Job Description
Are you a seasoned leader with a passion for driving operational excellence and team transformation? EMAPTA is looking for a dynamic Service Delivery Lead to join our expanding team in Ortigas. This is a unique opportunity to be part of a pioneer team where your strategic vision will directly influence our service standards and client success.
In this role, you won't just manage daily operationsâyou will shape the adoption strategy for enterprise-level change. You will be instrumental in building high-performing teams from the ground up, fostering a culture of accountability, and delivering high-impact results. If you thrive in a fast-paced environment and are looking to make a lasting impact with a global leader in business process outsourcing, we want to hear from you.
This role offers a stable Day Shift schedule and a competitive compensation package of up to PHP 150,000, providing the perfect balance of professional challenge and career growth.
Responsibilities
- Lead, mentor, and motivate a high-performing team to exceed operational KPIs and service level agreements (SLAs).
- Develop and implement strategic service delivery roadmaps that align with enterprise goals and client expectations.
- Oversee daily operations, ensuring seamless workflows and efficient resource allocation.
- Drive continuous improvement initiatives to enhance process efficiency and service quality.
- Collaborate with stakeholders to identify pain points and implement scalable solutions for long-term impact.
- Foster a culture of high performance, continuous learning, and professional development within the team.
- Manage performance metrics, conduct regular reviews, and provide actionable feedback to staff.
Qualifications
- Bachelorâs degree in Business Administration, Management, or a related field.
- At least 5 years of experience in service delivery or operations management within the BPO industry.
- Proven track record of building and leading high-performing teams, preferably in a pioneer or startup environment.
- Strong background in change management, process optimization, and strategic planning.
- Excellent analytical skills with the ability to translate complex data into actionable business insights.
- Exceptional verbal and written communication skills for effective stakeholder management.
- Ability to work effectively in an onsite setup and thrive in a fast-paced, high-stakes environment.