Head of Escalations

1 week ago

Taguig, Philippines Michael Page Full time
  • Join one of ASEAN's leading banks to build a long-term career in banking
  • Join a company that invests in digital transformation

About Our Client

A fast-growing digital-first bank committed to making banking simpler and more accessible for Filipinos. With innovative solutions and a customer-centric approach, it offers a dynamic environment for professionals who thrive in agile and forward-thinking teams.

Job Description

  • Develop and enforce sound SOP's procedures with minimal process gaps whilst mitigating operational risk. Create a strong workforce by developing competent individuals in operations team.
  • Ensure that operations of the team in handling client concerns and ticket management are within the policy and procedures and prescribed SLA.
  • Gatekeeper of processes handled by the team and proper endorsement and approval based on LOA.
  • Develop preventive measures to avoid recurrence of same problem and analyze process flow to create or offer process improvement.
  • Reporting and highlighting executive complaints such as incidents that hit escalation triggers, to the team leader and /or CX Heads
  • Assure availability of accurate and complete details and documentation on the case and should be readily available if problem arises at any point in time, or as requested by regulators, audit or management.
  • Maintain high quality of responses sent to client, regulator, business units etc.
  • Closely work with Business Unit's Person-in-charge on handling tickets routed to their respective teams and monitor resolution within prescribed SLA.
  • Manages escalations and tickets team performance, growth and development.
  • Participate in projects assigned from time to time

The Successful Applicant

  • Bachelor's Degree in any Business-related course
  • Leadership experience in customer service in the banking industry or financial institution
  • Strong business communication skills
  • Strong analytical and investigative skills
  • Strong drive to improve process
  • Superior customer service orientation
  • Advanced data management skills
  • Superior sense of urgency
  • Excellent escalation management skills
  • Excellent tracking and monitoring of case resolution
  • Flexible and quick ability to adapt to changes in a fast-paced environment

What's on Offer


  • Career Growth in a Regional Bank - Employees gain access to development opportunities within one of ASEAN's top banking groups, including potential cross-border exposure and internal mobility across markets.

  • Agile and Digital-First Environment - As a digital bank, they promote innovation, adaptability, and learning in a tech-driven culture where ideas are encouraged and acted on quickly.

  • Competitive Compensation and Benefits - offers a strong package, including performance-based incentives, allowances, and a comprehensive health coverage.

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