Client Service Desk Manager (Financial/Wealth)

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

Job summary

A leading financial services firm in Metro Manila, Philippines, is seeking a Client Services Manager to lead operational initiatives within their Contact Centre. The ideal candidate will have over 5 years of experience in financial services, including strong leadership in contact centre environments. Responsibilities include improving service delivery, achieving performance targets, and leveraging analytics to enhance client interactions. This role requires a Bachelor's degree and expert-level skills in Microsoft Excel, as well as familiarity with Salesforce and CRM systems.

Qualifications

• Minimum 5 years of experience in financial services with at least 3 years in client services.
• Contact Centre leadership experience is required.
• Proven track record of meeting performance targets and managing KPIs.
• Expert-level Microsoft Excel skills.
• Hands-on experience with delivery partners to implement Salesforce.

Responsibilities

• Lead business process improvement initiatives within the Contact Centre.
• Ensure strong controls to mitigate financial and reputational risks.
• Leverage analytics to inform service enhancements.
• Collaborate with internal stakeholders to maintain a culture of continuous improvement.

Skills

Client-focused

Technologically adept

Data-driven decision-making

Customer experience analytics

Process improvement

Cross-functional collaboration

Workforce management

Performance coaching

Quality assurance

Microsoft Excel (expert level)

Education

Bachelor's degree in Finance, Economics, Business Administration, or relevant discipline

Tools

Salesforce

Omnichannel platforms

CRM systems

Job description

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.

• 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 23 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 (Bachelors 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.