Careers at Symbos

Performance Delivery Manager

About the company

At RCL Services, a subsidiary of Recoveriescorp, we believe in more than just business outcomes – we believe in helping communities build financially sustainable futures. With over 30 years of experience in the contact centre, customer service and credit management space, and a presence in Australia, New Zealand, South Africa, Philippines and Fiji, we’re proud of our inclusive culture and the real impact our team delivers every day.

We are now looking for an experienced and passionate Performance Delivery Manager to join our Operations Department in Fiji.

About the Role
RCL Services is seeking a dynamic and results-driven Performance Delivery Manager to lead high-performing operational teams within our Fiji operations. This role is critical in ensuring service excellence, operational efficiency, and strong team engagement, while meeting contractual SLAs, internal KPIs, and client expectations.

As a key leader within our Operations team, you will drive performance improvement, champion a culture of continuous development, and support the strategic growth of our offshore services.

Key responsibilities:
• Manage day-to-day operations and deliver on client SLAs and internal KPIs.
• Drive productivity, efficiency, and business performance.
• Implement and monitor KPIs to improve results.
• Support revenue and cost planning and achievement.
• Lead continuous improvement of systems, processes, and behaviours.
• Work with Service Delivery Managers to exceed client expectations.
• Manage operational risks and ensure compliance with ISO 9001, 27001, 45001, IRAP, and PCI DSS.
• Build and maintain strong, value-driven client relationships.
• Ensure timely, accurate reporting and communication.
• Support client audits, reviews, and meetings.
• Collaborate with Service Delivery Managers to deliver a high-value outsourced experience.
• Set clear goals and performance expectations.
• Conduct regular reviews, coaching, and mentoring.
• Promote a positive, high-performance culture.
• Partner with HR on recruitment, onboarding, and workforce planning.
• Implement training, career development, and succession strategies.
• Contribute to business and operational planning.
• Align team objectives with broader company goals.
• Collaborate with senior leadership on key initiatives and innovation.
• Support business development and performance improvement projects.
• Ensure consistent application of HR and WHS policies.
• Promote a safe, inclusive, and respectful workplace.
• Escalate health, safety, and compliance concerns appropriately.
• Maintain adherence to training, reporting, and risk management processes.

To be successful in this role, you will require:
• Bachelor’s degree in Business, Operations, or a related field (MBA desirable).
• Proven experience leading large teams within a BPO, contact centre, or collections environment.
• Strong client relationship management and performance delivery experience.
• Excellent understanding of KPIs, SLAs, and operational metrics.
• Financial acumen, including budgeting and cost management.
• Strong communication, coaching, and problem-solving skills.
• High integrity and emotional intelligence.
• Collaborative, proactive, and solutions-oriented.
• Resilient, driven, and passionate about performance excellence.
• Committed to continuous improvement and professional growth.

At RCL Services, we’re committed to building an inclusive workforce. We welcome applications from people of all backgrounds, including those from culturally diverse communities, people with disabilities, and individuals within the LGBTQI+ community.

If you’re ready to make an impact and take the next step in your career – we want to hear from you. Apply Now!