Client Service Desk Manager

Gratitude Inc

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1 month ago

Client Service Desk Manager

5-6 Year(s)

80 - 90 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Microsoft Excel

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Role Summary
The CSD Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal candidate is client-focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast-paced financial services environment.

Key Responsibilities

. Manage overall service delivery to achieve agreed performance targets, uphold service level agreements (SLAs), and contribute to the broader business goals of CI Investments and Assante Wealth Management.
. Lead and execute initiatives to improve Contact Centre processes, enhance operational efficiency, and deliver excellent client service experiences.
. Map and evaluate key service processes to identify inefficiencies, risks, and improvement opportunities that support long-term operational and client-centric goals.
. Ensure strong controls and monitoring mechanisms are in place to proactively identify and mitigate potential financial and reputational risks.
. Leverage data and analytics to gain insights into client interactions, informing service enhancements and decision-making.
. Develop, track, and report on the status of service improvement projects and operational initiatives, ensuring timelines, scope, and deliverables are consistently met.
. Collaborate closely with internal stakeholders including Client Services, CX, Online Services, Back Office, and other functional teams to resolve issues, align objectives, and maintain a culture of continuous improvement.
. Support the Director, Service Enablement, in developing and implementing business strategies and service enhancements that align with evolving client expectations and organizational goals.

Kindly send your answer to the Pre-Screening Questions below along your resume to yahaya@gratitudeindia.com
*How many years of experience do you have in financial services?
*Do you have previous experience in client services, contact centres, wealth management, investment or banking environments.
*Do you have knowledge expertise in Contact Centre leadership?
*Do you have Experience in implementing and supporting client service technologies, including omnichannel platforms and CRM systems?
*How much is your last drawn salary?
*How much is your salary expectation?
*Are you amenable to work in Taguig with a night shift schedule?

Role

Customer Delivery Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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