Lead of Customer Service Operations - Customer Service Operations, MariBank

Monee; Manila; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Monee is seeking a Lead of Customer Service Operations in Manila to oversee all bank CS channels and drive outstanding customer experience. The role requires leadership of teams and collaboration with internal stakeholders and external vendors to ensure top-tier service.

The position emphasizes QA with BPO partners, vendor strategy, and capability development of CS Ops personnel, reporting to the CS Head with strategic initiatives and compliance to standards.

Qualifications

• Bachelor's degree or equivalent
• 7–10 years of experience in Customer Service for Digital Banking or Internet Banking
• Experience leading teams
• Strong time management and ability to handle BAU and strategic projects
• Ability to manage multiple stakeholders across hierarchy

Responsibilities

• Oversee the management of all customer service channels for the bank.
• Establish QA frameworks and continuous improvement with BPO partners to elevate CX across all support channels.
• Serve as the primary operational link between internal stakeholders and external vendors, driving partnerships and escalations.
• Lead initiatives to continuously improve the customer experience.
• Develop and maintain extensive knowledge of bank products and services among CS Ops staff.
• Report to the Customer Service Head and perform additional duties as required by Senior Management.
• Ensure vendors deliver operational excellence, flexible capacity, and adherence to standards.

Skills

Team leadership

Time management

Stakeholder management

Vendor coordination

Customer service excellence

Education

Bachelor's degree or equivalent

Job description

Lead of Customer Service Operations - Customer Service Operations, MariBank

Experienced (Team Lead) Manila

About Monee

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

Job Description

The Lead of Customer Service Operations is in charge of the management of all customer service channels of the bank. The head is responsible in providing the best customer experience through addressing and attending to all concerns/complaints of customer and non-customers of the bank who coursed through their concerns through our official communication channels.

• Overall management of customer service channels.
• Quality & Customer Experience: Establish quality assurance frameworks and continuous improvement initiatives with BPO partners to ensure consistent brand alignment and elevated customer experience across all support channels.
• Relationship & Vendor Strategy: Serve as the primary operational link between internal stakeholders and external vendor leadership, fostering strategic partnerships, resolving escalations, and steering cross-functional initiatives.
• Spearhead relevant initiatives which will continuously improve the customer experience
• Ensure the capability development of the CS Ops personnel particularly in developing and maintaining extensive and up-to-date knowledge on Bank’s products and services, best practices in customer servicing
• Report regularly to Customer Service Head and perform other functions as deemed necessary by the Senior Management
• Ensure vendors consistently deliver operational excellence, excellent customer experience, flexible capacity, and compliance with bank's standards.

Requirements

• Bachelor's degree or equivalent four-year university program completion is a plus
• At least 7-10 years of experience preferably in Customer Service for Digital Banking or Internet Banking
• Must have experience in leading teams
• Must have good time management skills to handle business-as-usual (BAU) demands and strategic projects
• Must be able to handle different hierarchy of stakeholders