Contact Center Operations Lead – Banking

BDO Unibank; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. The Team Head will oversee Customer Contact Centers operations to ensure readiness before the rollout of new products or services.

Key responsibilities include managing capacity, partnering with Product and Center units, and ensuring timely documentation and regulatory compliance, with on-site work at SM North.

Qualifications

• Bachelor’s degree in a relevant field.
• Strong contact center experience in management role, preferably in the Banking and Finance Industry.
• Willing to work onsite in SM North.

Responsibilities

• Monitor, track and forecast work volumes to ensure the unit is well capacitated.
• Build and maintain strong partnerships with Product/System Owners and Contact Center Units to plan, organize, and monitor project completion within timelines.
• Accurate and timely release of relevant documentation for Contact Center use (e.g., PPC, Service Agreement).
• Compliance to legal and regulatory requirements, operating policies and procedures.

Skills

Team leadership

Contact center mgmt

Banking industry knowledge

Education

Bachelor's degree

Job description

BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. The Team Head will oversee Customer Contact Centers operations to ensure readiness before the rollout of new products or services.

Key responsibilities include managing capacity, partnering with Product and Center units, and ensuring timely documentation and regulatory compliance, with on-site work at SM North.