Senior Leader of Contact Center Operation (Financial Services)
blaseek
Date: 2 weeks ago
City: Taguig
Contract type: Full time
Job Summary
We are looking for an accomplished and strategic leader to direct large-scale contact center operations in the financial services sector. This role requires deep expertise in bank operations (preferably collections) and customer service, with proven ability to lead teams of 300+ FTEs. The Director will be responsible for driving operational excellence, ensuring compliance in a regulated environment, and delivering superior customer experiences across multiple channels.
Key Responsibilities
Oversee high-volume contact center operations for banking and financial services, ensuring consistent service delivery across voice, chat, email, and mobile.
Lead strategies that enhance customer satisfaction, operational efficiency, and employee engagement.
Manage key metrics (CSAT, FCR, AHT, SLA) to align with business objectives.
Ensure full compliance with banking regulations, risk management requirements, and internal policies.
Drive workforce planning, capability building, and performance management for large, diverse teams.
Collaborate with technology, product, risk, and compliance teams to advance digital transformation and automation initiatives.
Manage budgets, forecasts, and cost optimization efforts.
Represent operations in discussions with senior stakeholders to support strategic initiatives.
Required Qualifications
At least 18 years of leadership experience as a Director or Head in contact center or shared services operations.
Strong background in bank operations (preferably collections) and customer service.
Experience managing teams of 300+ FTEs.
Stable employment history (no role under 2 years in the past 3 years).
Strong leadership, coaching, and stakeholder management skills.
Deep understanding of CRM systems and omnichannel platforms.
Excellent analytical, problem-solving, and decision-making abilities.
Proficient in MS Office applications.
Preferred Attributes
Experience in transitions, start-ups, or scaling new contact center operations.
Familiarity with digital banking tools and customer experience technologies.
Six Sigma, Lean, or similar process improvement certification.
We are looking for an accomplished and strategic leader to direct large-scale contact center operations in the financial services sector. This role requires deep expertise in bank operations (preferably collections) and customer service, with proven ability to lead teams of 300+ FTEs. The Director will be responsible for driving operational excellence, ensuring compliance in a regulated environment, and delivering superior customer experiences across multiple channels.
Key Responsibilities
Oversee high-volume contact center operations for banking and financial services, ensuring consistent service delivery across voice, chat, email, and mobile.
Lead strategies that enhance customer satisfaction, operational efficiency, and employee engagement.
Manage key metrics (CSAT, FCR, AHT, SLA) to align with business objectives.
Ensure full compliance with banking regulations, risk management requirements, and internal policies.
Drive workforce planning, capability building, and performance management for large, diverse teams.
Collaborate with technology, product, risk, and compliance teams to advance digital transformation and automation initiatives.
Manage budgets, forecasts, and cost optimization efforts.
Represent operations in discussions with senior stakeholders to support strategic initiatives.
Required Qualifications
At least 18 years of leadership experience as a Director or Head in contact center or shared services operations.
Strong background in bank operations (preferably collections) and customer service.
Experience managing teams of 300+ FTEs.
Stable employment history (no role under 2 years in the past 3 years).
Strong leadership, coaching, and stakeholder management skills.
Deep understanding of CRM systems and omnichannel platforms.
Excellent analytical, problem-solving, and decision-making abilities.
Proficient in MS Office applications.
Preferred Attributes
Experience in transitions, start-ups, or scaling new contact center operations.
Familiarity with digital banking tools and customer experience technologies.
Six Sigma, Lean, or similar process improvement certification.
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