Global Customer Experience Leader

4 hours ago

Taguig, National Capital Region, Philippines beBeeCustomer Full time ₱900,000 - ₱1,200,000
Senior Director of Global Customer Experience

This role involves leading a large-scale contact center operation in the financial services sector. The ideal candidate will have deep expertise in bank operations (preferably collections) and customer service, with proven ability to lead teams of 300+ FTEs.

Key Responsibilities:
  • Oversee high-volume contact center operations for banking and financial services, ensuring consistent service delivery across voice, chat, email, and mobile channels.
  • Develop and implement strategies that enhance customer satisfaction, operational efficiency, and employee engagement.
  • Manage key performance indicators (KPIs) such as CSAT, FCR, AHT, and SLA to align with business objectives.
  • Ensure full compliance with banking regulations, risk management requirements, and internal policies.
  • Lead workforce planning, capability building, and performance management for large, diverse teams.
  • Collaborate with technology, product, risk, and compliance teams to advance digital transformation and automation initiatives.
Required Qualifications:
  • At least 18 years of leadership experience as a Director or Head in contact center or shared services operations.
  • Strong background in bank operations (preferably collections) and customer service.
  • Experience managing teams of 300+ FTEs.
  • Stable employment history (no role under 2 years in the past 3 years).
  • Strong leadership, coaching, and stakeholder management skills.
  • Deep understanding of CRM systems and omnichannel platforms.
  • Excellent analytical, problem-solving, and decision-making abilities.
Preferred Attributes:
  • Experience in transitions, start-ups, or scaling new contact center operations.
  • Familiarity with digital banking tools and customer experience technologies.
Seniority level:
  • Director
Employment type:
  • Full-time
Job function:
  • Information Technology
Industries:
  • Financial Services

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