Customer Service Operations Manager

3 weeks ago

Metro Manila Philippines Salmon Group Ltd Full time

Join to apply for the Customer Service Operations Manager role at Salmon Group Ltd

Join to apply for the Customer Service Operations Manager role at Salmon Group Ltd

  • Oversee daily operations for all customer service channels (chat, call, email) and manage team leads and frontline agents.
  • Set and monitor KPIs (AHT, FCR, SLA adherence, CSAT) to ensure team accountability and performance alignment.
  • Conduct regular performance reviews and provide mentorship to Team Leads to drive frontline excellence.

Workforce & Capacity Planning

  • Forecast staffing needs based on historical volumes and new product launches.
  • Collaborate with WFM and Recruitment to ensure adequate agent coverage while maintaining quality.

Process Optimization

  • Identify and resolve operational bottlenecks through SOP improvements, system enhancements, and automation.
  • Drive efficiency across customer journeys, including card servicing, onboarding, issue resolution, and transaction support.

Contact Center Build-Out

  • Advantage: Experience setting up a customer service operation or contact center from the ground up—including infrastructure planning, process design, tooling selection, hiring, and onboarding.
  • Manage escalated customer issues, ensuring swift and compliant resolutions.
  • Coordinate cross-functionally with Compliance, Product, and Tech for incident root-cause resolution and reporting.
  • Collaborate with Product and Tech teams to improve CRM tools, macros, and agent workflows.
  • Recommend and test new support tools, routing strategies, and omnichannel capabilities.

Regulatory Compliance & Controls

  • Ensure adherence to BSP and internal regulatory requirements across all support processes.
  • Work closely with QA and Training Managers to embed compliance in day-to-day operations.
  • Track operational metrics and generate regular reports on performance, capacity, and issue trends.
  • Champion continuous improvement through structured retrospectives and action plans.

Requirements

  • 5+ years of experience in customer service operations, preferably in fintech, banking, or financial services.
  • Proven track record working in multinational or cross-regional companies , with an understanding of global service standards and culturally diverse teams.
  • Strong people management skills, with a history of leading large support teams in fast-paced environments.
  • Solid understanding of banking operations, compliance protocols, and customer lifecycle.
  • Experience building or scaling customer service operations from scratch is a strong plus.
  • Expertise in workforce planning, SLA management, and operational analytics.
  • Experience with support systems (e.g., Jira, Zendesk, Peopleforce) and data tools (e.g., Excel, Tableau).
  • Excellent problem-solving, communication, and stakeholder management skills.
  • Highly organized, results-driven, and adaptable to change.
  • Familiarity with BSP customer protection regulations is a strong advantage.
Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Customer Service

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