Senior Executive-Business Process & Service Excellence -Quality Excellence

ExlService Holdings, Inc.; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

A global financial services company is seeking an Assistant Manager to lead quality operations and ensure high client service standards. The ideal candidate will have over 3 years of experience in quality/compliance within banking, strong communication skills, and a commitment to coaching. This is an onsite position located in Cebu, requiring night shifts aligned with North American hours.

Qualifications

• Minimum 3 years of experience in Quality / Compliance with banking operations.
• At least 3 years of inbound client service experience in global banking.
• Willing to work onsite and night shifts as needed.

Responsibilities

• Conduct in-depth analysis of client satisfaction metrics.
• Oversee quality operations and compliance checks.
• Develop and implement continuous improvement strategies.

Skills

Strong communication skills

Analytical skills

Coaching strategies

Problem-solving skills

Education

At least 2 years of college degree BS / BA

Tools

Microsoft Office including MS Excel

Job description

Job Description

Are you ready to drive results through leadership, people, communication, and influence? You have found the right team!

The Global Custodian Services Contact Center for Treasury Services and Transfer Agency is responsible for providing comprehensive client service and support to clients of a global custodian firm. The team's main responsibility involves resolving inquiries, offering guidance, executing instructions, solutions, and strategies while ensuring clients receive personalized and attentive service. The Assistant Manager must possess strong communication skills, financial acumen, and a commitment to effectively coach specialists to help bring a positive ripple effect to the organization's success.

The team is a client-service-driven organization whose talented and engaged team is dedicated to providing the most competitive services with the highest standards of ethics, and client service.

Responsibilities

In this role, you'll make an impact in the following ways:

• Provide in-depth analysis of insights on CSAT (Promoters, Detractors), quality resolution performance to guide improvement efforts.
• Strong quality operations and process improvement analysis.
• Carry out first-line of quality checks, regulatory compliance which consist of random sampling and thematic reviews.
• Devise, expand, and implement initiatives to improve quality driving continuous improvement.
• Design and integrate quality forms to analyze quantitative and qualitative data from evaluations that will provide valuable insights to training and operations.
• Handle all necessary reporting, coordination focusing on risk mitigation efforts to protect the organization.
• Advocate and supplement in driving effective coaching strategies to help translate insights into effective SMART action plans
• Strong communication skills, both verbal and written, with the ability to convey complex information clearly and professionally.
• Excellent problem-solving skills and attention to detail, with the ability to analyze data and identify solutions to client inquiries and issues.
• Develop and execute sound action plans that will result to outstanding results in key performance measures.
• Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues, and coordinate service delivery.
• Stay informed about market trends, regulatory changes, and industry developments relevant to investment banking operations.
• Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.

Qualifications

To be successful in this role, we're seeking the following:

• At least 3 years experience of relevant Quality / Compliance with specialization in banking operations
• At least 3 years of inbound client service experience from global banking operations required
• Advanced level in developing and executing QA efforts to support Training and Operations
• Advanced interpersonal skills, coaching 1:1 or as a group through refreshers or bootcamp to drive effective coaching strategies, and drive organizational results
• At least 2 years of college degree BS / BA (72 units)
• Willing to work 100% onsite at Pasay, Alabang, and/or Cebu
• Willing to work night shift (North America Hours) and shifting schedule as needed by the business

Desired additional qualifications:

• Brokerage operations experience, Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience
• Active FINRA Series 6 / Series 7 / Series 99 as an added advantage for the role
• Experience in Microsoft Office including MS Excel, MS Word, and relevant digital tools
• Presentation skills, with deep understanding and expertise of the story behind the numbers