Customer Service/Experience Manager (Banking)

OwnBank; Taguig; Hybrid; PHP 900,000 - 1,700,000; Full time

Job summary

OwnBank in the Philippines seeks a Customer Experience Manager to lead the CX Department and deliver customer-centric service across all touchpoints. You will oversee customer support operations, complaints, QA, and escalations while ensuring compliance with BSP regulations and internal policies.

The role requires 5+ years in CX, a Bachelor's degree (Masters preferred), and strong leadership, communication, and analytic skills.

Qualifications

• Minimum 5 years of experience in Customer Experience.
• Bachelor's degree required; Master's preferred.
• Knowledge of BSP regulations and Financial Consumer Protection.
• Experience with CRM and dashboard reporting.

Responsibilities

• Lead Customer Experience Department to ensure customer-centric service.
• Oversee support operations, complaints, QA, and escalations.
• Drive continuous process improvements and regulatory compliance.
• Ensure adherence to BSP regulations and service standards.

Skills

Customer experience

People management

Communication

Strategic thinking

Problem solving

Education

Bachelor's degree

Master's degree

Tools

CRM software

Excel

PowerPoint

Data visualization tools

Job description

Our next Customer Experience Manager is responsible for leading the Customer Experience Department and ensuring the delivery of exceptional, customer-centric service across all customer touchpoints. The role oversees customer support operations, complaint management, quality assurance, escalations, and continuous process improvement while ensuring compliance with BSP regulations, internal policies, and service standards.

Qualifications:

• At least 5 years of experience in Customer Experience
• Bachelor's degree holder (Masters is a strong plus)

Technical Skills:

• Strong knowledge of digital banking operations.
• Understanding of BSP regulations and Financial Consumer Protection Framework.
• Familiarity with AMLA, Data Privacy Act, and consumer protection requirements.
• Experience with CRM and customer service platforms.
• Advanced proficiency in Microsoft Excel and PowerPoint.
• Experience with data visualization and dashboard reporting.
• Better knowledge on AFASA regulation.

Leadership Competencies:

• Strong people management and coaching skills.
• Excellent decision-making and problem-solving abilities.
• Strategic thinking with a customer-centric mindset.
• Excellent communication and presentation skills.
• Strong project and change management capabilities.

Personal Attributes:

• High level of integrity and professionalism