Client Service Desk Manager (Financial/Wealth)

Gratitude Philippines; Quezon City; 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 seeks a CSD Manager in Quezon City. The ideal candidate will enhance operational excellence and client experience in the Contact Centre through data-driven strategies and strong leadership. Responsibilities include managing service delivery, leading process improvements, and collaborating with various teams. Candidates should have at least 5 years in financial services with a focus on client services and contact centre operations. A Bachelor's degree in Finance or a related field is preferred. This role offers full-time employment with competitive compensation.

Qualifications

• Minimum 5 years of experience in financial services.
• Experience in contact centre leadership is required.
• Proven track record of meeting performance targets.

Responsibilities

• Manage overall service delivery to achieve performance targets.
• Lead initiatives to improve Contact Centre processes.
• Develop and report on service improvement projects.

Skills

Client-focused

Data-driven decision-making

Service delivery expertise

Excellent communication skills

Microsoft Excel proficiency

Education

Bachelor’s degree in Finance, Economics, Business Administration

Tools

Salesforce

Job description

Overview

On-site - Quezon City 5-10 Yrs Exp Bachelor Full-time

Share

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

HMO

Annual Company Trip, Free Meals, Sleeping Quarters

Description

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.

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.

Requirements

• Minimum 5 years of experience in financial services, including at least 2–3 years in client services, contact centres, wealth management, investment or banking environments.
• Contact Centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.
• College graduate (Bachelor’s degree in Finance, Economics, Business Administration, or a relevant discipline is preferred).
• Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.
• Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.
• Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.
• Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems.

If the position requires you to work overseas, please be vigilant and beware of fraud.

If you encounter an employer who has the following actions during your job search, please report it immediately

• withholds your ID,
• requires you to provide a guarantee or collects property,
• forces you to invest or raise funds,
• collects illicit benefits,
• or other illegal situations.