PERFORMANCE DELIVERY MANAGER – RCL Services / Pacific People

VACANCY 

RCL Services / Pacific People

rclservices
PACIFIC PEOPLE

PERFORMANCE DELIVERY MANAGER

Our Client, Recoveries Corp Limited (RCL Services) is experiencing significant growth and seeks a highly capable Performance Delivery Manager to lead one of its key offshore operational portfolios. We’re looking for a results-driven leader who will daily operational performance, meeting revenue, cost, build capability, and uphold the organisation’s commitment to service excellence. This role will report to the Head of Operations – Offshore on strategy, business planning, and performance enhancement.

KEY RESPONSIBILITIES

• Lead day-to-day team performance, enhance productivity and profitability, strengthen workflow and process efficiency.

• Ensure compliance with ISO 9001, ISO 27001, ISO 45001, IRAP, and PCI DSS standards.

• Manage and mitigate risks related to quality, information security, environment, and continuity.

• Serve as a primary point of contact for clients, ensuring consistent service delivery, accurate reporting, and effective support during reviews and audits.

• Develop team capability through coaching, performance management, succession planning, and structured learning.

• Align team goals with broader operational and strategic objectives.

• Collaborate with the Head of Operations – Offshore and other leaders on business priorities.

• Support strategic initiatives, operational planning, and innovation efforts that strengthen RCL’s position as a high-performing outsourcing partner.

EXPERIENCE & QUALIFICATIONS

• Bachelor’s degree in Business Administration, Project Management, or Operations from a recognized institution.

• 5+ years of leadership experience in a BPO/contact centre operations or a similar industry.

• Demonstrated ability to build high-performing teams and strong client relationships.

• Posses strong financial and analytical capability across budgeting, cost control, and performance analysis.

• Experience managing teams, individual KPIs and performance plans.

• Strong communication, critical thinking, and problem-solving capability.

• High emotional intelligence, resilience, and a values-driven leadership style.