Customer Service Representative Manager (Mandarin Speaker)

YINSHAN LENDING INC; Makati; On-site; PHP 669,600 - 1,116,000; Full time

Job summary

A leading lending company in Metro Manila is seeking an experienced Customer Service Manager fluent in Mandarin. In this role, you will oversee operations and customer service teams, ensuring the alignment of local processes with regional strategies and regulatory standards. Key responsibilities include improving service efficiency, leading market research, and providing strategic recommendations to headquarters. Candidates must have substantial management experience in the Online Lending or Fintech industries and be proficient in both English and Mandarin.

Qualifications

• Minimum of 5 years of management experience in Online Lending or Fintech.
• Proficient in English and Mandarin.
• Deep understanding of the Philippine payment ecosystem.

Responsibilities

• Oversee the customer service team and manage task allocation.
• Continuously improve the customer service system.
• Lead daily task execution for the local operations team.
• Conduct local market research to inform strategy.
• Assist with regulatory reporting and audits.
• Act as the communication bridge with regional HQ.

Skills

Management experience

Language proficiency in Mandarin

Strategic leadership

Local market insight

Education

Bachelor's degree or higher

Job description

Position Title

Customer Service Manager (Mandarin Speaker)

Reports To

Regional Customer Service Manager

Job Summary

We are looking for a high-caliber Operations Manager to lead and scale our local Customer Service and Operations teams for our Online Lending Platform (OLP) in the Philippines. This role is a critical link between regional strategy and local execution. You will be responsible for optimizing team structures, managing performance, and ensuring that our services align with local market nuances and regulatory standards.

Key Responsibilities

• Customer service excellence: Oversee the CS team, manage task allocation, and spearhead professional development and training
• System optimization: Continuously improve the intelligent CS system and streamline approval workflows to drive overall service efficiency
• Local operations leadership: Lead daily task execution for the local operations team and collaborate with CS to resolve user feedback and pain points
• Market intelligence: Conduct local market research and generate data-driven reports to inform business strategy
• Compliance & regulatory support: Assist with regulatory reporting and audits to ensure all processes strictly adhere to SEC and other local Philippine requirements
• Cross-border liaison: Act as the primary communication bridge between the Philippine team and regional HQ, providing strategic recommendations and business reports
• Ad-hoc tasks: Perform other duties as may be assigned by the supervisor or other superiors from time to time

Qualifications

• Industry expertise: Minimum of 35 years of management experience specifically within the Online Lending (OLP) or Fintech industry. Exceptional candidates from Financial Services or BPO sectors will also be considered
• Education: Bachelors degree or higher; however, a proven track record of exceptional experience may be considered in lieu of a degree
• Language proficiency: Must be proficient in English (written and oral). Proficiency in Mandarin is required for high-level coordination with HQ
• Local market insight: Deep understanding of the Philippine payment ecosystem (e.g., GCash, Maya, ECPay) and local consumer behavior
• Strategic leadership: Proven experience in managing teams during periods of rapid business scaling or organizational change