We are looking for a Team Manager - Mail Operations (Email Security) to lead a team responsible for email operations, spam and abuse prevention, and Trust & Safety processes. In this role, you will oversee daily operations in a 24/7 environment, ensuring service levels, productivity, and quality standards are met. You will also support team development, drive process improvements, and help protect the organization from email-based threats.

Key Responsibilities:

• Manage daily email operations and ensure SLA, productivity, and quality targets are achieved.
• Lead, coach, and develop team members to support performance and career growth.
• Oversee workforce planning, scheduling, and shift coverage in a 24/7 environment.
• Monitor and address spam, phishing, spoofing, and other email security threats.
• Conduct incident reviews, root cause analysis, and implement corrective actions.
• Use Splunk to monitor performance, track KPIs, and generate operational insights.
• Ensure compliance with email security standards such as SPF, DKIM, and DMARC.
• Collaborate with internal teams, clients, and vendors to maintain service quality.
• Drive continuous improvement, process optimization, and automation initiatives.
• Prepare reports and provide recommendations based on operational performance and risk trends.

Qualifications:

• Bachelor's Degree in Information Technology, Business Administration, or a related field.
• 3+ years of experience in Email Operations, Trust & Safety, Security Operations Center (SOC) environments.
• 3+ years of hands-on experience using Splunk for monitoring, analysis, and reporting.
• Strong understanding of email infrastructure and protocols, including SMTP, SPF, DKIM, and DMARC.
• Proven people management experience within a 24x7 operation or BPO environment.
• Experience handling spam, phishing, abuse management, or email security operations.
• Strong stakeholder management, analytical, and decision-making skills.
• Excellent communication skills and ability to work with cross-functional teams.
• Willing to work onsite in Taguig and on a shifting schedule.