Client Service Desk Manager

Recruitify_HR; Taguig; On-site; PHP 781,200 - 1,004,400; Full time

Benefits offered by this job

Equity Incentive Plan

Performance Bonus

Annual Company Trip

Free Meals

Sleeping Quarters

Job summary

A leading financial services firm in Taguig is seeking a CSD Manager to lead service delivery and operational excellence. The ideal candidate will manage performance targets, improve Contact Centre processes, and collaborate with various teams to achieve business goals. Expertise in client interactions and data analysis is crucial. This role also requires a Bachelor's degree and 5-10 years of relevant experience. The company offers a competitive environment with various employee recognition and wellness programs.

Qualifications

• 5-10 years of experience in a relevant field.
• Proven expertise in survey methodology (CSAT, CES, NPS).
• Strong financial literacy and understanding of risk management.

Responsibilities

• Manage overall service delivery to meet performance targets.
• Enhance operational efficiency in the Contact Centre.
• Map and evaluate service processes for improvements.
• Identify and mitigate potential financial and reputational risks.
• Leverage analytics for insights into client interactions.
• Track and report on service improvement projects.
• Collaborate with internal stakeholders for issue resolution.
• Support on developing business strategies aligned with client expectations.

Skills

Client-focused

Technologically adept

Service delivery expertise

Data-driven decision making

Cross-functional collaboration

Education

Bachelor's degree

Job description

On-site - Taguig 5-10 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

HMO

Annual Company Trip, Free Meals, Sleeping Quarters

The CSD Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal candidate is client-focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast-paced financial services environment.

Key Responsibilities

• Manage overall service delivery to achieve agreed performance targets, uphold service level agreements (SLAs), and contribute to the broader business goals of CI Investments and Assante Wealth Management.
• Lead and execute initiatives to improve Contact Centre processes, enhance operational efficiency, and deliver excellent client service experiences.
• Map and evaluate key service processes to identify inefficiencies, risks, and improvement opportunities that support long-term operational and client‑centric goals.
• Ensure strong controls and monitoring mechanisms are in place to proactively identify and mitigate potential financial and reputational risks.
• Leverage data and analytics to gain insights into client interactions, informing service enhancements and decision‑making.
• Develop, track, and report on the status of service improvement projects and operational initiatives, ensuring timelines, scope, and deliverables are consistently met.
• Collaborate closely with internal stakeholders including Client Services, CX, Online Services, Back Office, and other functional teams to resolve issues, align objectives, and maintain a culture of continuous improvement.
• Support the Director, Service Enablement, in developing and implementing business strategies and service enhancements that align with evolving client expectations and organizational goals.

Financial Literate investment product risk management SLA requirements