Customer Service Associate Director

Nezda Global; Philippines; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Nezda Global is seeking an Associate Director, Customer Service for our BFSI operations, onsite in Mandaue/Cebu City. You will lead senior operations managers, own P&L performance, and drive end-to-end customer experience strategies while coordinating with the Board and C-suite.

You will oversee budgeting, insights governance, talent development, and regulatory compliance, with a night-shift schedule aligned to US Eastern Time.

Qualifications

• Bachelor's degree in Business Management or related field.
• Minimum of 10 years of management experience, leading operational customer service teams in BFSI/BPO sectors.
• Proven track record in P&L ownership, financial acumen, and high-level stakeholder management.
• Willingness to work 100% onsite in Mandaue/Cebu City on a night shift (US Eastern Time alignment).
• Stable job history with no frequent moves.

Responsibilities

• Direct senior operations management and establish accountability frameworks to meet KPIs, SLAs, NPS, and CSAT targets.
• Oversee P&L, profit centers, and cost center budgets, balancing service quality with cost-to-serve reduction.
• Leverage MI/BI analytics and customer feedback to present strategic improvements to the Board.
• Oversee workforce planning, capacity management, and technology implementations to boost efficiency and profitability.
• Maintain compliance across regulatory BFSI delivery and risk management.
• Mentor leadership talent through coaching and development plans to foster a high-performance culture.

Skills

Leadership

P&L ownership

Stakeholder management

Strategic operations

Education

Bachelor's degree in Business Management

Tools

BI analytics tools

Job description

Looking to drive high-impact strategic leadership in the BFSI sector? We are seeking a results-driven Associate Director, Customer Service to lead our large-scale operations team onsite in Mandaue/Cebu City.

About the Role

In this role, you will lead senior operations managers, own profit and loss (P&L) performance, and drive end-to-end customer experience strategies for a dynamic enterprise. You will work night shifts aligning with US Eastern Time while directly collaborating with C-suite stakeholders and the Board.

Key Responsibilities

• Strategic Operational Leadership: Direct senior operations management, establishing accountability frameworks to consistently meet or exceed KPIs, SLAs, NPS, and CSAT targets.
• Financial Oversight: Manage P&L, profit centers, and cost center budgets, balancing high service quality with cost-to-serve reduction targets.
• Insights & Governance: Leverage MI/BI analytics, root-cause insights, and customer feedback to present company-wide strategic improvements to the Board.
• Workforce & Resource Optimization: Oversee workforce planning, capacity management, and technology implementations to boost operational efficiency and account profitability.
• Compliance & Risk Management: Maintain full regulatory and legal compliance across operational delivery within a heavily regulated BFSI setup.
• Talent Development: Mentor leadership talent through structured coaching and performance development plans to build a high-performance culture.

Must-Have Qualifications

• Bachelor’s degree (preferably in Business Management or a related field).
• Minimum of 10 years of management experience, with specialized expertise leading operational customer service teams in the BPO - BFSI sectors.
• Proven track record in P&L ownership, financial acumen, and high-level stakeholder management.
• Willingness to work 100% onsite in Mandaue/Cebu City on a night shift schedule (Monday-Friday, 9:00 PM - 6:00 AM, US Eastern Time alignment).
• Stable job history (no frequent job-hopping).

Good-to-Have

• Immediate availability or a maximum 30-day notice period.
• Experience delivering executive-level presentations directly to a Board of Directors or C-suite stakeholders.

Why Join Us

• Direct strategic impact with executive visibility and leadership autonomy.
• Collaborative culture working directly under the VP of Operations.