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Director of Operations

4 weeks ago

Manila, National Capital Region, Philippines Private Advertiser Full time

About the role

As the Director of Operations for BFS you will play a crucial role in leading and managing the operations of our call centre serving the Banking, Financial Services and Insurance (BFS) Vertical and will see you driving operational excellence, optimising performance, and ensuring exceptional customer service across our BFSI business lines.

What you'll be doing

  • Oversee and direct the day-to-day operations of the BFS call centre, ensuring service level agreements and key performance indicators are consistently met

  • Develop and implement operational strategies to drive productivity, efficiency and quality across all BFSI teams

  • Analyse data and metrics to identify areas for improvement and implement corrective actions

  • Manage, coach and mentor a team of call centre managers and supervisors, fostering a culture of continuous learning and development

  • Collaborate cross-functionally with other departments to resolve customer issues and enhance the overall customer experience

  • Ensure compliance with all relevant industry regulations and internal policies

  • Proactively identify and mitigate operational risks

  • Lead strategic planning and contribute to the overall growth and success of the BFSI business

What we're looking for

  • Must have current experience (2022–present) supporting a U.S. financial program, preferably in a B2C environment and within a voice line of business or a similar setup - Required Qualification.

  • Minimum of 8 years' experience in a senior call centre or operations management role

  • Proven track record of driving operational excellence and achieving key performance targets

  • Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams

  • Strong analytical and problem-solving skills, with the ability to make data-driven decisions

  • In-depth knowledge of call centre operations, including workforce management, quality assurance and customer experience management

  • Familiarity with BFS industry regulations and compliance requirements

  • Exceptional communication and stakeholder management skills

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