Director - Collections and Customer Service

3 days ago

Taguig, Philippines Cobden & Carter International Full time

Overview

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 metrics such as customer satisfaction scores, first-contact resolution, response times, and service-level adherence to 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.

WorkSetup:

  • 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 for Cobden & Carter International and/or its clients.

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