Sr Service Delivery Manager (DPO)

About the role

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.

What you'll do

• 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

What you need

• 14–25 yrs of experience
• Performance management
• Root cause analysis
• Any graduate

Good to have

• Underwriting