Service Delivery Lead | Onsite | HMO + Dependent Coverage

Administration Manila , Philippines

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Description

Position at FiltaGlobal Philippines Inc.

Location: Onsite - WeWork RCBC Plaza Tower 1, Makati City
Schedule: Monday to Friday, 10:00 AM - 7:00 PM PHT
About the Company 

 

Since 2016, Filta has been an award-winning, Australian-owned BPO partnering with forward-thinking businesses to build full-time teams in the Philippines and Colombia.

 

At Filta, we’re not just an outsourcing company - we’re a global community of talented people who care about doing great work the right way. We’re building a place where great minds connect, collaborate, and make a lasting impact.

 

To make this happen, we need people who create meaningful experiences for those who matter most - our clients, our teammates, and future talent.

 

Join a team that values ownership, candour, and great service - for our clients and for each other.

 

We are now looking for a dedicated Intermediate Recruiter to join their growing Operations team.

 

Why You’ll Love Working With Us

 

  •  HMO healthcare for you and 1 dependent (with COVID insurance)
  • 20 combined SL/VLs per year, accrued from day one (10 credited post-regularization)
  • 13th-month bonus + government-mandated benefits
  • Computer provided + monthly internet allowance
  • Member Wellness Program to support balance and well-being
  • Paid birthday leave + birthday cake
  • Doona Days - additional leave credits for self-care, and reset
  • Welcome gift pack + work anniversary gifts
  • Year-End Party + Christmas hamper
  • Regular social activities across teams and time zones

 

What You’ll Be Doing
The Service Delivery Lead closes the loop. They take what the Operations Lead sees on the ground and convert it into structure - improved processes, reporting frameworks, performance infrastructure, and strategic insight presented directly to the COO. Combined with a focused senior client portfolio, this role ensures Filta's operational intelligence is captured, acted on, and continuously improving.
Your responsibilities will include:
  • Build the operational intelligence infrastructure
    • Escalation patterns are analysed, and root causes are formally documented
    •  Process gaps are identified and resolved before they become recurring problems
    • The Operations Lead has structured data to use in performance reviews and coaching
    • The COO has a clear, reliable view of operational health at any point in time
  • Set the standard for Client Partner execution
    • Client reporting frameworks, playbooks, and account management templates are built and maintained
    • All CPs are working from the same structure - quality doesn't vary by individual
    • Best practices are codified from what works across the CP team and embedded into the standard process
  • Manage a focused portfolio of key accounts at a senior level
    • 5–7 key accounts are retained and satisfied with a high-touch, advisory-led approach
    • These relationships model what an excellent client partnership looks like
  • Present the operational intelligence picture to the COO
    • Monthly and quarterly reporting on operational trends, process improvements, and Client Partner performance
    • Insights are actionable, not just descriptive
    • The COO is never surprised by systemic issues that were visible in the data
What You’ll Bring
  • 5+ years in client success, account management, or operations - with demonstrated advisory depth, not transactional management
  • Proven experience building or improving operational processes, not just following them
  • Track record of managing senior client relationships (C-level or Founder) with measurable retention outcomes
  • Experience producing structured reporting or analysis for senior leadership
  • Familiarity with BPO, EOR, or staffing environments strongly preferred
  • Commercial understanding of Philippine and/or Colombian labour law advantageous
  • Data literate - able to work with CRM data, escalation logs, and performance metrics to produce insight
Ready to Apply?
We’re excited to meet you. Click Apply, upload your CV, and complete our brief questionnaire.
Want to fast-track your application? 
Important: This role is open to PH citizens only. Applications must be submitted in English.

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