Director - Senior Leader – Contact Center Operations (Financial Services)

2 days ago

Pasay, National Capital Region, Philippines AVENSYS Full time ₱250,000 - ₱350,000 per year

Title: Director - Senior Leader – Contact Center Operations (Financial Services)

We are seeking a seasoned and strategic leader to oversee the end-to-end operations of our customer service contact center within the financial services domain. This role is responsible for driving operational excellence, ensuring regulatory compliance, enhancing customer experience, and leading large, diverse teams across multiple channels (voice, chat, email, mobile).

Key Responsibilities:

  • Lead and manage high-volume contact center operations, ensuring delivery of exceptional customer service across all channels.
  • Develop and implement strategies to improve customer satisfaction, operational efficiency, and employee engagement. Drive performance metrics (CSAT, FCR, AHT, SLA, etc.) and ensure alignment with business goals.
  • Ensure compliance with all regulatory and risk management requirements in a highly regulated financial environment.
  • Collaborate with cross-functional teams (IT, Product, Risk, Compliance) to support digital transformation and process automation.
  • Lead workforce planning, training, and development initiatives to build a high-performing team.
  • Manage budgets, forecasts, and cost optimization initiatives.
  • Serve as a key liaison with senior internal and external stakeholders to support strategic initiatives and continuous improvement.

Required Qualifications & Skills:

  • Graduate in any discipline; MBA or equivalent preferred.
  • 18+ years of experience in contact center leadership, preferably in banking or financial services.
  • Proven track record in managing large teams and complex operations.
  • Strong leadership and coaching abilities with a focus on performance and customercentricity.
  • Deep understanding of CRM systems and omnichannel platforms (voice, chat, email, mobile).
  • Excellent analytical, problem-solving, and decision-making skills.
  • Proficiency in MS Office (Excel, PowerPoint, Word).
  • Strong stakeholder management and communication skills.

Preferred Attributes:

  • Experience in managing transitions or setting up new contact center operations.
  • Exposure to digital banking tools and customer experience technologies.
  • Certification in Six Sigma, Lean, or similar process improvement methodologies.

Job Type: Permanent

Pay: Php250, Php350,000.00 per month

Work Location: In person

  • Contact Center Operations Director

    2 days ago

    Pasay, National Capital Region, Philippines NISPI Full time ₱2,300,000 - ₱2,900,000 per year

    Job Summary:We are seeking a seasoned and strategic leader to oversee the end-to-end operations of our customerservice contact center within the financial services domain. This role is responsible for drivingoperational excellence, ensuring regulatory compliance, enhancing customer experience, andleading large, diverse teams across multiple channels (voice,...

  • Director, Client Services

    2 days ago

    Pasay, National Capital Region, Philippines Visa Full time $90,000 - $120,000 per year

    Company Description Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure...

  • Director of Banquets and Event Services

    2 days ago

    Pasay, National Capital Region, Philippines SMX Convention Center Full time ₱104,000 - ₱130,878 per year

    The Director of Banquet and Event Services at the SMX Convention Center is responsible for overseeing the seamless execution of events, banquets, and exhibitions. This role involves fostering a sales-oriented culture, delivering exceptional customer service, managing expenses effectively, providing leadership, and supporting the overall financial success of...

  • Director

    1 week ago

    Pasay, National Capital Region, Philippines Tink Full time

    Company Description Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and...

  • Director

    2 days ago

    Pasay, National Capital Region, Philippines Visa Full time $150,000 - $200,000 per year

    Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network,...

  • Global Operations Leader

    4 days ago

    Pasay, National Capital Region, Philippines beBeeDirector Full time ₱900,000 - ₱1,200,000

    Job Title: Director of Global Operations">This leadership role oversees the management of large-scale contact center operations, driving operational excellence and strategic project execution.">Responsibilities:">Lead a team of contact center managers and frontline associates to deliver world-class customer service.">Oversee day-to-day operations, ensuring...

  • Senior Contact Center Operations Manager

    7 days ago

    Pasay, National Capital Region, Philippines beBeeOperations Full time $60,000 - $80,000

    Job DescriptionWe are seeking a highly skilled Operations Manager to lead our Consumer Sales and Trade Reservations teams. As a key member of our team, you will be responsible for managing day-to-day contact center operations, ensuring efficient and effective workflows, optimizing operational processes, facilitating effective communication and collaboration...

  • Transformative Customer Experience Director

    5 days ago

    Pasay, National Capital Region, Philippines beBeeCustomer Full time ₱900,000 - ₱1,200,000

    Job Title">Leading Customer Experience Transformation">Avoid 24/7 Contact Center Operations and Service Delivery Gap Analysis.Synthesize large-scale contact center operations with strategic project execution to drive business growth through innovative customer experience solutions.Partner with cross-functional teams to define operational strategies that...

  • National Sales Manager

    2 days ago

    Pasay, National Capital Region, Philippines SMX Convention Center Full time ₱104,000 - ₱130,878 per year

    The National Sales Manager assists the Senior National Sales Manager, Director of Sales and AVP-Sales in achieving his/her MICE revenue targets for the SMX Convention Centers, Trade Halls, and the owner-managed SM Hotels.The National Sales Manager supports the Senior National Sales Manager, Director of Sales and AVP-Sales in creating and developing a work...

  • Director, Human Resources

    2 days ago

    Pasay, National Capital Region, Philippines Royal Caribbean International Full time $80,000 - $100,000 per year

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Director, Human Resources Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group . We are proud to offer a competitive compensation and benefits package, and excellent career development...