Customer Service Representative Manager (Mandarin Speaker)

Yinshan Lending Inc.; Makati; On-site; PHP 781,200 - 1,004,400; Full time

Benefits offered by this job

13th Month Pay

Employee Loan

Paid Holidays

Company Social Events

Company Equipment

Parking Space

Job summary

A prominent online lending firm in the Philippines is seeking an Operations Manager to lead and scale its Customer Service and Operations teams. The role involves optimizing team performance, ensuring compliance with local regulations, and conducting market research to inform strategy. Ideal candidates will have a strong background in Online Lending or Fintech, with at least 3–5 years of management experience, and be proficient in both English and Mandarin. This is an excellent opportunity to contribute to a rapidly evolving industry.

Qualifications

• Minimum of 3–5 years of management experience in Online Lending or Fintech.
• Proficient in English and Mandarin for communication with HQ.
• Deep understanding of the Philippine payment ecosystem.

Responsibilities

• Oversee the customer service team and manage task allocation.
• Continuously improve the intelligent customer service system.
• Lead daily operations and collaborate with the CS team.

Skills

Customer service excellence

System optimization

Market intelligence

Compliance & regulatory support

Strategic leadership

Education

Bachelor’s degree or higher

Job description

Job Description

Government Mandated Benefits

13th Month Pay, Employee Loan, Paid Holidays

Others

Company Social Events

Company Equipment, Parking Space

Professional Development

Professional Development

Read More

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 3–5 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: Bachelor’s 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

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