Sr Service Delivery Manager (DPO)

Job Summary

The role is accountable for operational delivery, client governance, performance improvement, people leadership, and service excellence across multiple teams and Lines of Business. The incumbent will also lead and govern teams comprising certified advisors, ensuring appropriate operational support, regulatory awareness, adherence to client expectations, and consistent customer outcomes. This is an operations management role and does not include site lead responsibilities

Key Responsibilities

Operational Leadership

• Lead operational delivery across multiple teams, Managers, Assistant Managers, Team Leaders and frontline advisors.
• Drive achievement of SLAs, KPIs, quality standards, productivity goals and customer experience outcomes.
• Provide strategic direction for daily, weekly and monthly performance management across assigned banking operations.
• Partner with WFM, Quality, Training, HR and support teams to ensure stable delivery and effective resource utilization.
• Ensure operating rhythm, governance cadence and action planning are consistently maintained.

Certified Advisor Governance

• Lead teams that include certified advisors supporting regulated banking customer interactions.
• Ensure certified users are effectively deployed, supported, tracked and governed in line with client and regulatory expectations.
• Partner with training, quality and operational leaders to maintain readiness, knowledge reinforcement and adherence for certified advisor groups.
• Drive visibility of capacity, utilization, certification status and operational allocation during governance discussions.
• Promote a culture of responsible customer interaction, accuracy, compliance awareness and customer-first decision making.

Client and Stakeholder Management

• Act as the senior operations point of contact for client discussions, governance forums and business reviews.
• Present performance insights, operational risks, improvement plans and progress updates to internal and external stakeholders.
• Collaborate with client teams and internal leadership to support business priorities, change initiatives and operational stability.
• Manage senior-level escalations and ensure timely resolution with clear ownership and follow-through.

Performance, Quality and Continuous Improvement

• Review operational trends and implement corrective actions to improve service, quality, productivity and customer outcomes.
• Lead root cause analysis for performance gaps, complaints, escalations, audit observations and process deviations.
• Drive continuous improvement initiatives, digital adoption and process discipline across the operation.
• Ensure adherence to organizational standards, client requirements, compliance expectations and internal governance protocols.

People Leadership and Talent Development

• Mentor and develop Managers, Assistant Managers and Team Leaders to strengthen leadership capability.
• Build succession plans and support career development for high-potential operations talent.
• Drive engagement, retention, recognition and coaching frameworks across assigned teams.

Create a high-performance culture built on accountability, collaboration, discipline and service excellence.

Skill Requirements

Education        Bachelor's degree required; Master's degree preferred.

Experience      Minimum 14+ years of experience in BPO / contact centre operations, preferably within banking, financial services or regulated customer service environments. Minimum 6+ years in a senior operations leadership role managing large teams.

Domain Exposure       Experience leading banking contact centre operations is preferred. Exposure to regulated advisory environments, experience in mortgages, mortgage servicing or mortgage underwriting will be a strong advantage

Skills   Strong operations leadership, analytical thinking, stakeholder management, governance, escalation management, coaching and decision-making skills.

Language         Strong verbal and written English communication skills

Other Requirements