Director - Collections and Customer Service

Position Overview

We are looking for a dynamic operations leader to oversee the full lifecycle of customer service center functions within a fast-paced financial services environment. This position is accountable for optimizing performance, maintaining strict compliance with industry regulations, elevating the client experience, and guiding large, multi-channel service teams (including voice, chat, email, and mobile).

Responsibilities:

• Direct the day-to-day operations of a high-capacity customer contact center, ensuring outstanding service delivery across all communication channels.
• Design and execute strategies to boost client satisfaction, streamline processes, and foster employee engagement.
• Monitor and analyze key performance metricssuch as customer satisfaction scores, first-contact resolution, response times, and service-level adherenceto ensure alignment with company objectives.
• Uphold compliance with all relevant laws, regulations, and risk management protocols within a tightly regulated industry.
• Partner with internal departments such as Technology, Product Development, Risk, and Compliance to advance automation and digital initiatives.
• Oversee workforce planning, staff training, and talent development programs to maintain a high-performing team.
• Manage financial planning activities including budget creation, forecasting, and cost management.
• Act as a primary liaison with senior leadership and key external partners to drive business initiatives and continuous improvement.

Qualifications:

• Bachelors degree in any field (Masters degree or MBA preferred).
• Over 18 years of progressive leadership experience in contact center operations, ideally within financial or banking sectors.
• Demonstrated success managing large teams and complex service structures.
• Proven ability to lead and coach with a focus on achieving results and enhancing customer engagement.
• Comprehensive knowledge of CRM tools and omnichannel service platforms.
• Strong analytical mindset with exceptional problem-solving and decision-making abilities.
• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word).
• Skilled in building relationships and managing stakeholders effectively.

Work Setup:

Shift: Shifting

Setup: Onsite

Location: Taguig or Pasay

By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.