Client Services Leader: AI, Automation & BSP-Compliant

PJ Lhuillier Group of Companies; Makati; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

PJ Lhuillier Group of Companies seeks a seasoned head of Client Care to lead a BPO/contact center function serving banking and fintech clients. You will shape customer service, digital engagement, AI, and automation strategies to boost experience and efficiency.

You will oversee operations, knowledge management, service delivery, and AI-enabled interactions, ensuring compliant, high-quality service across all touchpoints while collaborating with business units, technology teams, and external

Qualifications

• Must have leadership experience in client services within BPO/contact center.
• Experience supporting banking/fintech clients and BSP compliance knowledge.
• Graduate of business or behavioral science with advanced studies preferred.

Responsibilities

• Strategy and policy management for client care operations.
• Oversee contact center operations and client service delivery.
• Vendor, technology, and client service management.
• People management and regulatory compliance (BSP, DTI, Data Privacy).
• Drive digital/AI automation governance and project management.
• Corporate writing and presentation skills.

Skills

Leadership

Client service management

BSP compliance knowledge

Education

Bachelor's in Business or Behavioral Science

Masters degree coursework

Tools

AI platforms

Automation tools

Job description

PJ Lhuillier Group of Companies seeks a seasoned head of Client Care to lead a BPO/contact center function serving banking and fintech clients. You will shape customer service, digital engagement, AI, and automation strategies to boost experience and efficiency.

You will oversee operations, knowledge management, service delivery, and AI-enabled interactions, ensuring compliant, high-quality service across all touchpoints while collaborating with business units, technology teams, and external