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Open nowFirst seen 4 days ago

Director - Collections and Customer Service

Cobden & Carter International1,048 open roles

Where
Taguig, Metro Manila, Philippines
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Your applicationOpen nowDirector - Collections and Customer ServiceCobden & Carter International · Taguig, Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Cobden & Carter International's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Cobden & Carter International postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 4 days ago

Cobden & Carter International median: 1 days open

The posting

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.

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  2. 25 readers review it

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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Cobden & Carter International's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

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  5. Reply with AI

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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