Job Description

We are looking for a
dynamic operations leader to oversee the full lifecycle of customer service
center functions within a fast-paced financial services environment. This
position is accountable for optimizing performance, maintaining strict
compliance with industry regulations, elevating the client experience, and
guiding large, multi-channel service teams (including voice, chat, email, and
mobile).

Responsibilities:

• Direct the day-to-day
  operations of a high-capacity customer contact center, ensuring
  outstanding service delivery across all communication channels.
• Design and execute strategies
  to boost client satisfaction, streamline processes, and foster employee
  engagement.
• Monitor and analyze key
  performance metricssuch as customer satisfaction scores, first-contact
  resolution, response times, and service-level adherenceto ensure
  alignment with company objectives.
• Uphold compliance with all
  relevant laws, regulations, and risk management protocols within a tightly
  regulated industry.
• Partner with internal
  departments such as Technology, Product Development, Risk, and Compliance
  to advance automation and digital initiatives.
• Oversee workforce planning,
  staff training, and talent development programs to maintain a
  high-performing team.
• Manage financial planning
  activities including budget creation, forecasting, and cost management.
• Act as a primary liaison with
  senior leadership and key external partners to drive business initiatives
  and continuous improvement.

Qualifications:

• Bachelors degree in any
  field (Masters degree or MBA preferred).
• Over 18 years of progressive
  leadership experience in contact center operations, ideally within
  financial or banking sectors.
• Demonstrated success managing
  large teams and complex service structures.
• Proven ability to lead and
  coach with a focus on achieving results and enhancing customer engagement.
• Comprehensive knowledge of
  CRM tools and omnichannel service platforms.
• Strong analytical mindset
  with exceptional problem-solving and decision-making abilities.
• Proficient in Microsoft
  Office Suite (Excel, PowerPoint, Word).
• Skilled in building
  relationships and managing stakeholders effectively.

Work
Setup:

Shift:
Shifting

Setup:
Onsite

Location:
Taguig or Pasay

By
Applying, you give consent to collect, store, and/or process personal and/or
sensitive information for the purpose of recruitment and employment may it be
internal to Cobden & Carter International and/or to its
clients.