Job Description Job Title: Senior Leader Contact Center Operations Financial Services Location: Manila Department: Customer Center Operations Reports To: Global Delivery Leader Job Summary 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 And Skills Graduate in any discipline MBA or equivalent preferred 18 and above 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 customer centricity 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 and 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
