Executive Director, Customer Service - Onsite Cebu Night Shift

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

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.