Manager, Backend Services

Oversee daily backend operations and ensure timely, accurate delivery within SLAs. Monitor productivity, quality, TAT, accuracy, backlog, and other operational KPIs. Manage client relationships, escalations, reviews, and service delivery. Lead, coach, and manage operations teams, driving accountability and performance.

Manage workforce planning, resource allocation, staffing, and utilisation. Ensure compliance with SOPs, client requirements, policies, and regulatory standards. Analyse operational data and implement process and productivity improvements. Manage operational risks, business continuity, and service quality. Monitor operational costs and identify cost optimisation and growth opportunities.

Prepare and present operational reports, insights, and recommendations to management and clients.

Requirements

• Bachelor's degree/HND in Business Administration, Management, Operations, Economics, or a related discipline.
• Minimum of 5–8 years' relevant experience, with at least 2–3 years in a supervisory or managerial role.
• Experience in BPO, outsourcing, shared services, contact centre, banking operations, fintech, telecommunications, insurance, or other high-volume service environments.
• Demonstrated experience managing large operational teams Experience managing client accounts and SLAs.
• Strong understanding of operational metrics, workforce management, quality management, and performance management.
• Professional certification in Operations, Project Management, Customer Experience, HR, or a related field will be an advantage.