BFSI Operation Director

Nezda Global; Cebu City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Nezda Global in Cebu City seeks an Associate Director of Customer Service to drive culture, process and performance while leading a large multi-channel team. The role balances strategic direction with operational efficiency and regulatory compliance to elevate customer experience and business results.

You will own the customer service P&L, manage budgets, and collaborate with Commercial, Finance, Marketing, and Operations to push service innovations and revenue growth through superior service.

Qualifications

• Minimum 10 years of management experience in customer service.
• Experience leading operational customer service teams in BPO/BFSI.

Responsibilities

• Provide strategic leadership to the senior operations management team; set clear accountability frameworks and performance measures to drive continuous improvement.
• Own P&L, profit center, and cost center budget management; balance service quality with cost-to-serve reduction targets.
• Build a high-performance culture aligned with business objectives; elevate NPS, CSAT, First Call Resolution, and other key customer metrics.
• Leverage customer insights and root-cause analysis to propose company-wide improvements, presenting recommendations to the Board and senior stakeholders.
• Champion the Voice of the Customer across the organization; collaborate with Commercial, Finance, Marketing, and Operations peers to drive service innovation and revenue growth through service excellence.

Job description

The Associate Director, Customer Service will drive culture, process, and performance improvements while leading a large team delivering customer interactions across multiple channels. This role balances strategic leadership, operational efficiency, financial oversight, and regulatory compliance to elevate customer experience and business performance.

• Provide strategic leadership to the senior operations management team; set clear accountability frameworks and performance measures to drive continuous improvement.
• Own P&L, profit center, and cost center budget management; balance service quality with cost-to-serve reduction targets.
• Build a high-performance culture aligned with business objectives; elevate NPS, CSAT, First Call Resolution, and other key customer metrics.
• Leverage customer insights and root-cause analysis to propose company-wide improvements, presenting recommendations to the Board and senior stakeholders.
• Champion the Voice of the Customer across the organization; collaborate with Commercial, Finance, Marketing, and Operations peers to drive service innovation and revenue growth through service excellence.

Minimum 10 years of management experience, with deep expertise leading operational customer service teams within the BPO - BFSI sectors.