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Customer Service Operations Director

1 week ago

Cebu City, Central Visayas, Philippines Wipro Full time

We are seeking a highly skilled Fintech Operations Manager to join our team in the Philippines. As a key member of our operations team, you will be responsible for managing complex banking/contact center/customer servicing operations processes on a day-to-day basis.

Key Responsibilities:

  • Driving change by successfully implementing process improvement recommendations.
  • Ensuring adherence to KPI and SLAs on an ongoing basis.
  • Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items.

The ideal candidate will have experience in managing call center operations, preferably in the banking customer service sector. They should also be able to build and motivate teams, understand regulatory guidelines/laws applicable in the banking industry, and manage client escalations and relationships.

Required Skills:
  • Experience in managing call center operations; experience in banking customer service preferred.
  • 8 to 10 years of customer experience (non-FS) OR Fintech CX OR Intl. Banking CX.
  • Minimum 7 years of experience in banking contact center operations.