Lead Customer Service

ICICI Securities Limited; Hinoba-an; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

ICICI Securities Limited is seeking a senior leader to head the Customer Service and Contact Centre function in the Philippines. The role carries end-to-end responsibility for managing high-volume inbound customer interactions, email servicing, escalations and complaint resolution.

The incumbent will drive performance metrics, escalation processes and a culture of ownership while ensuring adherence to regulatory and risk requirements.

Qualifications

• Strong leadership experience managing large-scale customer service operations.
• Proven ability to manage high-volume inbound calls and email servicing.
• Excellent knowledge of SLA, TAT, FCR, AHT, CSAT and NPS.

Responsibilities

• Lead inbound contact centre operations for high-volume calls across trading, demat, investments, and account queries.
• Own email servicing and escalation management with timely resolutions.
• Establish and monitor service metrics (SLA, TAT, FCR, AHT, CSAT, NPS).
• Drive escalation and complaint-resolution framework with stakeholder engagement.
• Perform root-cause analysis to reduce repeat complaints and contacts.
• Lead quality monitoring, coaching and training to improve service quality.

Skills

Leadership

Stakeholder management

Experience in BFSI/FinTech

Contact centre operations

Call/email handling

Job description

Lead the Customer Service and Contact Centre function with end-to-end responsibility for managing high-volume inbound customer interactions, email servicing, escalations and complaint resolution.

Job Role and Responsibilities

Key Responsibilities

• Lead the overall Inbound Contact Centre operations, managing high-volume customer calls across trading, demat, investments, transactions, account and service-related queries.
• Own customer email servicing and escalation management, ensuring timely, accurate and effective resolution.
• Establish and monitor SLAs, TAT, First Call Resolution (FCR), Average Handling Time (AHT), Service Level, Abandonment, CSAT and NPS.
• Lead the customer escalation and complaint-resolution framework, ensuring timely closure and appropriate stakeholder engagement.
• Drive root-cause analysis of recurring customer issues and partner with relevant functions to eliminate repeat complaints and contacts.
• Establish robustquality monitoring, call audits, coaching and training mechanisms to improve service quality.
• Develop and monitor dashboards covering call volumes, service levels, AHT, FCR, email backlog, TAT, escalations, complaints and customer satisfaction.
• Ensure adherence to applicableregulatory, compliance, risk and customer-protection requirements.
• Manage senior and sensitive customer escalations with appropriate ownership and communication.
• Lead workforce planning, capacity management, forecasting, scheduling and productivity optimisation for the contact centre.

Skills

• Strong leadership experience in large-scale Customer Service / Contact Centre operations, preferably in BFSI, Banking, Broking or FinTech.
• Proven expertise in managing high-volume inbound voice operations and email customer service/escalations.
• Strong understanding of Customer Experience, Contact Centre Management and Service Operations.
• Excellent knowledge of SLA, TAT, FCR, AHT, CSAT, NPS, quality and productivity metrics.
• Strong capability in escalation, complaint and grievance management.
• Strong stakeholder management skills with the ability to work across Technology, Product, Operations, Compliance, Risk and Business teams.
• Excellent communication, influencing and decision-making skills.
• Strong customer-centric mindset with the ability to balance customer experience, risk, compliance and operational efficiency.
• Ability to lead large teams, manage transformation and create a culture of ownership, accountability andcontinuous improvement.
• Strong understanding of the regulatory and service environment within BFSI / Capital Markets would be an advantage.