Customer Service Manager

Recruitify_HR; Taguig; On-site; PHP 781,200 - 1,004,400; Full time

Benefits offered by this job

Equity Incentive Plan

Performance Bonus

Health Insurance (HMO)

Job summary

A recruitment firm is seeking a CSD Manager to lead operational excellence within the Contact Centre. The ideal candidate will have a strong background in financial services, emphasizing client-focused strategies and data analytics to improve service delivery. Candidates should have at least 5 years of experience and proven skills in team leadership, technology implementation, and customer feedback interpretation, ensuring optimal service experiences.

Qualifications

• Minimum 5 years of experience in financial services.
• At least 2–3 years in client services, contact centres, or banking environments.
• Experience in service delivery management with track record of managing KPIs.

Responsibilities

• Lead business process improvement initiatives in the Contact Centre.
• Drive exceptional service experiences through data-driven decision-making.
• Collaborate cross-functionally to enhance customer experience.

Skills

Customer Service Problem Solving

Team Player

Account Management

Strong Work Ethic

Technical Skills

Organizational Skills

People Skills

Interpersonal Skills

Education

Bachelor’s degree in Finance, Economics, Business Administration, or a relevant discipline

Tools

Salesforce

Microsoft Excel

Job description

On-site - Taguig 5-10 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

HMO

Minimum 5 years of experience in financial services, including at least 2–3 years in client services, contact centres, wealth management, investment or banking environments.

• Contact Centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching and knowledge management.
• College graduate (Bachelor’s degree in Finance, Economics, Business Administration, or a relevant discipline is preferred.)
• Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.
• Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.
• Hands‑on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.
• Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems.

Position Description

Role Summary

The CSD Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data‑driven decision‑making, customer experience analytics, and cross‑functional collaboration. The ideal candidate is client‑focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast‑paced financial services environment.

Customer Service Problem Solving Team Player Account Management Strong Work Ethic Technical Skills Organizational Skills People Skills Interpersonal Skills