Customer Experience Operations Leader

MariBank Philippines, Inc.; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

MariBank Philippines, Inc. is seeking a Lead of Customer Service Operations to manage all bank customer service channels and deliver exceptional customer experience.

You will lead cross-functional teams, establish QA with BPO partners, coordinate with internal stakeholders and vendors, and drive initiatives to continuously improve service quality. This role reports to the Customer Service Head and requires strategic leadership in a fast-paced banking environment.

Qualifications

• Experience leading customer service teams in digital banking.
• Strong time management for BAU and strategic projects.
• Ability to manage multiple stakeholders across org levels.

Responsibilities

• Oversee management of all customer service channels.
• Establish QA frameworks with BPO partners for elevated CX.
• Coordinate with internal stakeholders and external vendors.
• Drive initiatives to improve customer experience.
• Develop CS Ops knowledge of bank products and services.
• Report to Customer Service Head and support senior management.
• Ensure vendors deliver operational excellence and comply with bank standards.

Skills

Leadership

Time management

Stakeholder management

Education

Bachelor's degree or equivalent

Job description

MariBank Philippines, Inc. is seeking a Lead of Customer Service Operations to manage all bank customer service channels and deliver exceptional customer experience.

You will lead cross-functional teams, establish QA with BPO partners, coordinate with internal stakeholders and vendors, and drive initiatives to continuously improve service quality. This role reports to the Customer Service Head and requires strategic leadership in a fast-paced banking environment.