Contact Center Supervisor (Banking)

Accenture; Taguig; On-site; PHP 650,000 - 1,000,000; Full time

Benefits offered by this job

Joining bonus opportunities

Job summary

Accenture is seeking a capable leader to manage a team that supports banking and wealth management clients in Metro Manila. You will drive operational performance while ensuring exceptional customer experiences.

You will supervise inquiries via phone, email, and digital channels, coach staff, monitor performance metrics, and partner with advisors to improve client outcomes. On-site work and night shifts are required.

Qualifications

• Bachelor's Degree or higher in Business, Finance, Accounting, Banking, or equivalent.
• At least 1 year of supervisory, team lead, or people management experience.
• Minimum 3 years of experience in Banking, Financial Services, Wealth Management, Investments, or Contact Center operations.
• Experience with Salesforce, Client Central, or similar platforms is highly desirable.
• Strong coaching, communication, and stakeholder management skills.
• Self-driven, adaptable, and highly organized.
• Amenable to return-to-office and night shift work arrangements.

Responsibilities

• Supervise a team handling client inquiries through phone, email, and digital channels.
• Ensure prompt and accurate resolution of banking and wealth-related service requests.
• Monitor team performance and customer satisfaction metrics.
• Coach and develop employees to achieve business and career goals.
• Partner with advisors and support functions to improve client outcomes.
• Promote compliance with banking procedures and service standards.
• Manage escalations and support complex customer concerns.
• Maintain consistency in CRM documentation and reporting practices.

Skills

Team leadership

Coaching

Communication

Stakeholder management

Mentoring

Education

Bachelor's degree or higher in Business/Finance/Accounting/Banking

Tools

Salesforce

Client Central

Job description

Take the next step in your leadership career by managing a team that supports banking and wealth management clients. In this role, you'll drive operational performance while fostering exceptional customer experiences.

Core Responsibilities

• Supervise a team handling client inquiries through phone, email, and digital channels.
• Ensure prompt and accurate resolution of banking and wealth-related service requests.
• Monitor team performance and customer satisfaction metrics.
• Coach and develop employees to achieve business and career goals.
• Partner with advisors and support functions to improve client outcomes.
• Promote compliance with banking procedures and service standards.
• Manage escalations and support complex customer concerns.
• Maintain consistency in CRM documentation and reporting practices.

Qualifications

• Bachelor's Degree or higher in Business, Finance, Accounting, Banking, or equivalent.
• At least 1 year of supervisory, team lead, or people management experience.
• Minimum 3 years of experience in Banking, Financial Services, Wealth Management, Investments, or Contact Center operations.
• Experience with Salesforce, Client Central, or similar platforms is highly desirable.
• Strong coaching, communication, and stakeholder management skills.
• Self-driven, adaptable, and highly organized.
• Amenable to return-to-office and night shift work arrangements.

• Joining Bonus opportunities available for qualified applicants.