Lead of Customer Service Operations - Customer Service Operations, MariBank

MariBank Philippines, Inc.; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

MariBank Philippines, Inc. is seeking a Lead of Customer Service Operations to manage all bank customer service channels and deliver exceptional customer experience.

You will lead cross-functional teams, establish QA with BPO partners, coordinate with internal stakeholders and vendors, and drive initiatives to continuously improve service quality. This role reports to the Customer Service Head and requires strategic leadership in a fast-paced banking environment.

Qualifications

• Experience leading customer service teams in digital banking.
• Strong time management for BAU and strategic projects.
• Ability to manage multiple stakeholders across org levels.

Responsibilities

• Oversee management of all customer service channels.
• Establish QA frameworks with BPO partners for elevated CX.
• Coordinate with internal stakeholders and external vendors.
• Drive initiatives to improve customer experience.
• Develop CS Ops knowledge of bank products and services.
• Report to Customer Service Head and support senior management.
• Ensure vendors deliver operational excellence and comply with bank standards.

Skills

Leadership

Time management

Stakeholder management

Education

Bachelor's degree or equivalent

Job description

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.
  

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