Senior Leader Contact Center Operations (Financial Services)

We’re Hiring : Senior Leader – Contact Center Operations (Financial Services)

Location : Pasay or Taguig (Full Onsite)

Level : Director

Are you a seasoned leader with a passion for driving operational excellence and customer experience in the financial services industry? We are looking for a Senior Leader to oversee the end-to-end operations of our customer service contact center.

What You’ll Do :

• Lead and manage high-volume, multi-channel operations (voice, chat, email, mobile).
• Develop strategies to boost customer satisfaction, efficiency, and employee engagement.
• Drive key performance metrics (CSAT, FCR, AHT, SLA) to meet business goals.
• Ensure compliance with strict regulatory and risk management requirements.
• Collaborate with IT, Product, Risk, and Compliance teams on digital transformation.
• Lead workforce planning, training, and development to build high-performing teams.
• Manage budgets, forecasts, and cost optimization strategies.
• Act as a key liaison with senior stakeholders to support strategic initiatives.

What We’re Looking For :

Nice to Have :

If you are ready to make an impact and lead large-scale customer operations in a dynamic financial services environment, we want to connect with you!