Client Service Desk Manager (Financial/Wealth)

Gratitude Philippines; Quezon City; Vor Ort; PHP 781.200 - 1.004.400; Vollzeit

Benefits dieser Stelle

Equity Incentive Plan

Performance Bonus

Annual Company Trip

Free Meals

Sleeping Quarters

Zusammenfassung

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.

Qualifikationen

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

Aufgaben

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

Kenntnisse

Client-focused

Data-driven decision-making

Service delivery expertise

Excellent communication skills

Microsoft Excel proficiency

Ausbildung

Bachelor’s degree in Finance, Economics, Business Administration

Tools

Salesforce

Jobbeschreibung

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.

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