Customer Service Manager, Taguig

Minimum 5 years of experience in financial services, including at least 23 years in client services, contact centres, wealth management, investment or banking environments.

*Contact Centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.

*College graduate (Bachelors degree in Finance, Economics, Business Administration, or a relevant discipline is preferred.)

. Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.

. Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.

. Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.

. Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems.

Position Description:

Role Summary

The CSD Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal candidate is client-focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast-paced financial services environment.