Unit Head (Contact Center)

Security Bank Corporation; Makati; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Security Bank is seeking a Unit Head to lead the Contact Center Channel Division, shaping objectives, capacity planning, and delivery models to meet service requirements. You will oversee daily operations across voice and non-voice channels, mentor Team Leads, and manage escalations while partnering with functions to improve end-to-end processes and customer experience at the Makati Head Office.

This on-site role requires strong leadership, stakeholder collaboration, and a proven track record in

Qualifications

• Bachelor's degree required.
• 7–10 years in customer service, contact center, and workforce management.
• At least 3 years managing Team Leads/Supervisors in a contact center.
• Stakeholder management experience.
• Knowledgeable in multi-channel management – voice and non-voice.
• Proficient in oral and written communications; MS Office skills.

Responsibilities

• Manage and monitor daily operations and service delivery across contact center channels - voice and non-voice assignments.
• Serve as tertiary point of escalation on elevated complaints and coordinate resolutions with relevant support units.
• Partner with functions to implement improvement initiatives that enhance end-to-end processes and customer experience.
• Coach and mentor Team Leads on performance and duty adherence; create development plans for direct reports.

Skills

Customer service

Contact center

Workforce management

Team leadership

Stakeholder management

Multi-channel management

Communication

Analytical thinking

Root Cause Analysis

Crisis management

Resource planning

Education

Bachelor's degree in any field

Tools

MS Office

Job description

About The Role

As a Unit Head under the Contact Center Channel Division, you will be responsible for the development and management of objectives for the contact center operations and service delivery model. You are expected to execute effective resource planning and utilization to optimize capacity, technology and other capabilities that can enable achievement of service delivery requirements.

How you'll contribute

• Manage and monitor daily operations and service delivery across contact center channels - voice and non-voice assignments
• Serve as tertiary point of escalation on elevated complaint, engage the relevant support units and collaborate on providing resolution
• Partner with relevant functions to materialize improvement initiatives that enhance end to end processes, increase business efficiency and lift customer experience
• Conduct coaching and mentoring to Team Leads on performance as well as duty adherence, create development plan for all direct reports

What we’re looking for

• Bachelor's degree in any field
• 7-10 years of relevant experience in customer service, contact center, and workforce management
• At least 3 years of experience managing Team Leaders/Supervisors, preferably with contact center background in the banking industry
• Has stakeholder management experience and/or capabilities
• Knowledgeable in multi-channel management – Voice and Non voice
• Well adept with Products, Processes and Policies of the Business function
• Proficient in oral and written communications
• Knowledgeable in MS Office applications
• Good analytical and problem-solving skills
• Ability to manage team crisis and staffing deficits
• Can conduct Root Cause Analysis and initiative planning and execution
• Willing to work on premises in Makati Head Office

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance. Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list. At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.” Start your BetterBanking career with us today.