CS Operations Lead: Elevate Customer Experience & Partnerships

Monee; Manila; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Monee is seeking a Lead of Customer Service Operations in Manila to oversee all bank CS channels and drive outstanding customer experience. The role requires leadership of teams and collaboration with internal stakeholders and external vendors to ensure top-tier service.

The position emphasizes QA with BPO partners, vendor strategy, and capability development of CS Ops personnel, reporting to the CS Head with strategic initiatives and compliance to standards.

Qualifications

• Bachelor's degree or equivalent
• 7–10 years of experience in Customer Service for Digital Banking or Internet Banking
• Experience leading teams
• Strong time management and ability to handle BAU and strategic projects
• Ability to manage multiple stakeholders across hierarchy

Responsibilities

• Oversee the management of all customer service channels for the bank.
• Establish QA frameworks and continuous improvement with BPO partners to elevate CX across all support channels.
• Serve as the primary operational link between internal stakeholders and external vendors, driving partnerships and escalations.
• Lead initiatives to continuously improve the customer experience.
• Develop and maintain extensive knowledge of bank products and services among CS Ops staff.
• Report to the Customer Service Head and perform additional duties as required by Senior Management.
• Ensure vendors deliver operational excellence, flexible capacity, and adherence to standards.

Skills

Team leadership

Time management

Stakeholder management

Vendor coordination

Customer service excellence

Education

Bachelor's degree or equivalent

Job description

Monee is seeking a Lead of Customer Service Operations in Manila to oversee all bank CS channels and drive outstanding customer experience. The role requires leadership of teams and collaboration with internal stakeholders and external vendors to ensure top-tier service.

The position emphasizes QA with BPO partners, vendor strategy, and capability development of CS Ops personnel, reporting to the CS Head with strategic initiatives and compliance to standards.