Wealth Client Experience & Service Delivery Lead

Recruitify_HR; Quezon City; On-site; PHP 781,200 - 1,004,400; Full time

Job summary

A leading financial services firm in Metro Manila, Philippines, is seeking a Client Services Manager to lead operational initiatives within their Contact Centre. The ideal candidate will have over 5 years of experience in financial services, including strong leadership in contact centre environments. Responsibilities include improving service delivery, achieving performance targets, and leveraging analytics to enhance client interactions. This role requires a Bachelor's degree and expert-level skills in Microsoft Excel, as well as familiarity with Salesforce and CRM systems.

Qualifications

• Minimum 5 years of experience in financial services with at least 3 years in client services.
• Contact Centre leadership experience is required.
• Proven track record of meeting performance targets and managing KPIs.
• Expert-level Microsoft Excel skills.
• Hands-on experience with delivery partners to implement Salesforce.

Responsibilities

• Lead business process improvement initiatives within the Contact Centre.
• Ensure strong controls to mitigate financial and reputational risks.
• Leverage analytics to inform service enhancements.
• Collaborate with internal stakeholders to maintain a culture of continuous improvement.

Skills

Client-focused

Technologically adept

Data-driven decision-making

Customer experience analytics

Process improvement

Cross-functional collaboration

Workforce management

Performance coaching

Quality assurance

Microsoft Excel (expert level)

Education

Bachelor's degree in Finance, Economics, Business Administration, or relevant discipline

Tools

Salesforce

Omnichannel platforms

CRM systems

Job description

A leading financial services firm in Metro Manila, Philippines, is seeking a Client Services Manager to lead operational initiatives within their Contact Centre. The ideal candidate will have over 5 years of experience in financial services, including strong leadership in contact centre environments. Responsibilities include improving service delivery, achieving performance targets, and leveraging analytics to enhance client interactions. This role requires a Bachelor's degree and expert-level skills in Microsoft Excel, as well as familiarity with Salesforce and CRM systems.