Senior Manager – Contact Centre Support Function | 100% Remote | Night Shift
Job Overview
- Position: Full-Time
- Shift: Night Shift
- Industry-Leading Compensation
- Location: 100% Permanent Work-from-Home
***Important***
Only candidates with proven expertise in contact center operations, strong English communication skills, and 5 to 8+ years of experience in a similar role will be considered.
Hiring Process
Our comprehensive hiring process is designed to identify top talent:
- Online Video Screening Interview: Qualified candidates will be invited to participate in an initial online video screening interview. This session will assess your communication skills, technical expertise, and overall fit for the role.
- Team Interview: Successful candidates from the screening interview will then progress to a second interview with our team. This stage is intended to evaluate your collaborative abilities and further explore your professional experience.
Join the Future of Financial Innovation
Be part of a dynamic team at the forefront of fintech, transforming how credit empowers people. We are reshaping the lending industry with fair, transparent, and innovative financial solutions.
Leveraging cutting-edge technology delivers fast, secure, and customer-focused services that make a real difference.
Together, we’re redefining access to credit and building a future where trust and care are the foundation of every financial solution.
Job Description
As the Senior Manager – Contact Centre Support Function, you will play a pivotal role in enhancing the customer experience through effective procedure management, governance, and operational support. You will oversee quality frameworks, customer satisfaction (CSAT) initiatives, and channel experience optimization, ensuring seamless interactions across all touchpoints.
In this role, you will also drive communication and change management strategies, fostering a culture of continuous improvement and operational excellence. Together, we are redefining access to credit and building a future where trust and care are at the heart of every financial solution.
Your Daily Tasks
Procedure Management & Governance
- Manage a team of procedure writers;
- Develop, update, and enforce contact centre procedures, ensuring compliance with company policies and industry standards;
- Establish governance frameworks to maintain operational efficiency and effectiveness;
- Conduct periodic reviews and audits to enhance procedural effectiveness.
Communication & Change Management
- Lead communication strategies for internal stakeholders within the contact centre;
- Drive change management initiatives, ensuring smooth transitions for new processes, tools, and policies;
- Collaborate with cross-functional teams to ensure alignment and consistency in messaging.
Quality and Customer Satisfaction
- Manage the Quality Assurance team and function;
- Define and implement quality assurance frameworks to enhance customer service excellence;
- Establish performance benchmarks and drive training initiatives for continuous service improvement.
Channel Experience & Analytics
- Lead initiatives to assess customer sentiment, pain points, and engagement across multiple service channels;
- Utilize speech and text analytics to identify trends, improve response strategies, and enhance customer interactions;
- Drive continuous improvement efforts, including interaction deflection strategies, to enhance operational efficiency.
The Qualifications We Seek
- 5-8 years of Experience in Banking / Financial institutions industry in a Contact Centre environment;
- Expertise in leveraging different contact centre data sets in order to design and implement process improvement initiatives;
- Proven experience in designing, implementing and refining a quality assurance function within a call centre environment;
- Demonstrated ability to lead organizational change, including successful roll out of new procedures and technologies;
- Strong understanding of contact centre channels, metrics and success criterias;
- Understanding of Customer Service, Collections and Credit departments as strong asset.
Exciting Perks Await!
- HMO coverage with free dependent
- Competitive Salary Package
- Permanent WFH arrangement
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
Job Overview
- Position: Full-Time
- Shift: Night Shift
- Industry-Leading Compensation
- Location: 100% Permanent Work-from-Home
***Important***
Only candidates with proven expertise in contact center operations, strong English communication skills, and 5 to 8+ years of experience in a similar role will be considered.
Hiring Process
Our comprehensive hiring process is designed to identify top talent:
- Online Video Screening Interview: Qualified candidates will be invited to participate in an initial online video screening interview. This session will assess your communication skills, technical expertise, and overall fit for the role.
- Team Interview: Successful candidates from the screening interview will then progress to a second interview with our team. This stage is intended to evaluate your collaborative abilities and further explore your professional experience.
Join the Future of Financial Innovation
Be part of a dynamic team at the forefront of fintech, transforming how credit empowers people. We are reshaping the lending industry with fair, transparent, and innovative financial solutions.
Leveraging cutting-edge technology delivers fast, secure, and customer-focused services that make a real difference.
Together, we’re redefining access to credit and building a future where trust and care are the foundation of every financial solution.
Job Description
As the Senior Manager – Contact Centre Support Function, you will play a pivotal role in enhancing the customer experience through effective procedure management, governance, and operational support. You will oversee quality frameworks, customer satisfaction (CSAT) initiatives, and channel experience optimization, ensuring seamless interactions across all touchpoints.
In this role, you will also drive communication and change management strategies, fostering a culture of continuous improvement and operational excellence. Together, we are redefining access to credit and building a future where trust and care are at the heart of every financial solution.
Your Daily Tasks
Procedure Management & Governance
- Manage a team of procedure writers;
- Develop, update, and enforce contact centre procedures, ensuring compliance with company policies and industry standards;
- Establish governance frameworks to maintain operational efficiency and effectiveness;
- Conduct periodic reviews and audits to enhance procedural effectiveness.
Communication & Change Management
- Lead communication strategies for internal stakeholders within the contact centre;
- Drive change management initiatives, ensuring smooth transitions for new processes, tools, and policies;
- Collaborate with cross-functional teams to ensure alignment and consistency in messaging.
Quality and Customer Satisfaction
- Manage the Quality Assurance team and function;
- Define and implement quality assurance frameworks to enhance customer service excellence;
- Establish performance benchmarks and drive training initiatives for continuous service improvement.
Channel Experience & Analytics
- Lead initiatives to assess customer sentiment, pain points, and engagement across multiple service channels;
- Utilize speech and text analytics to identify trends, improve response strategies, and enhance customer interactions;
- Drive continuous improvement efforts, including interaction deflection strategies, to enhance operational efficiency.
The Qualifications We Seek
- 5-8 years of Experience in Banking / Financial institutions industry in a Contact Centre environment;
- Expertise in leveraging different contact centre data sets in order to design and implement process improvement initiatives;
- Proven experience in designing, implementing and refining a quality assurance function within a call centre environment;
- Demonstrated ability to lead organizational change, including successful roll out of new procedures and technologies;
- Strong understanding of contact centre channels, metrics and success criterias;
- Understanding of Customer Service, Collections and Credit departments as strong asset.
Exciting Perks Await!
- HMO coverage with free dependent
- Competitive Salary Package
- Permanent WFH arrangement
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees