Customer Care Head (Contact Center)
Security Bank Corporation
Date: 3 weeks ago
City: Makati City
Contract type: Full time
About
About the Role
As the Customer Care Head under the Contact Center Channel Division, you will be responsible for the overall leadership and management of the Customer Care Department. This includes overseeing the effective handling of escalated customer complaints across the Bank’s products and services—such as cards, loans, investments, and its subsidiaries—while ensuring that the team consistently operates within established service standards and agreed turnaround times (TAT) in delivering timely resolutions and customer feedback.
How You'll Contribute
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.
About the Role
As the Customer Care Head under the Contact Center Channel Division, you will be responsible for the overall leadership and management of the Customer Care Department. This includes overseeing the effective handling of escalated customer complaints across the Bank’s products and services—such as cards, loans, investments, and its subsidiaries—while ensuring that the team consistently operates within established service standards and agreed turnaround times (TAT) in delivering timely resolutions and customer feedback.
How You'll Contribute
- Oversees the end-to-end centralized complaints handling process and provides governance on the Bank-wide complaints performance
- Conducts post-review assessments and performs Bank-wide root cause analyses of recurring issues, endorsing identified thematic pain points to the appropriate business units
- Leads and drives the implementation of Kaizen initiatives and other continuous improvement efforts arising from complaint-related thematic issues, focusing on incremental enhancements in processes, communication design, policies, and guidelines
- Represents the Bank in regulatory engagements, including mediation conferences and adjudication consultations
- Bachelor’s degree in Business Studies, Administration, Management, Commerce, Finance, Accountancy, Banking, or any related field
- Minimum of 8 to 10 years of relevant experience in customer service, contact center operations, and escalated complaints management
- Demonstrated experience in Banking Operations, including Loan and/or Credit Card processes, Leasing or Financing Institutions, and Deposit and/or Investment products
- Basic knowledge of compliance and regulatory requirements, risk management and controls, and banking processes, including BSP Circular Nos. 857 and 1048 (Consumer Protection Framework), as well as industry best practices in complaints management
- Strong communication and coordination skills; assertive, detail-oriented, and results-driven
- Proven leadership capabilities, with strong planning and execution skills
- Willing to work on-site at the Makati Head Office
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.
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