Job Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Key Responsibilities

Operational Excellence

Handle client servicing, new business, top-up, and other operational cases end-to-end.
Prepare, review, and submit client reports, application packs, servicing forms, and client instructions to providers and platforms, ensuring accuracy, completeness, and consistency.
Update CRM systems, provider portals, and other operational tools promptly after each case action so client records stay current.
Support peer checking, quality control, and supervisor review processes.

Customer Experience

Coordinate the signing and circulation of documents using the company's approved e-signature platform, ensuring a smooth client experience.
Manage follow-ups with clients, advisers, providers, and internal teams, including more complex or time-sensitive cases.

Process and System Development

Identify process gaps, system issues, and recurring errors, and escalate them appropriately with proposed solutions where possible.
Support process improvement projects, system testing, workflow updates, and operational initiatives to improve efficiency and scalability.
Use automation, AI tools, CRM systems, and digital resources responsibly to improve documentation, communication, and workflow efficiency, reviewing AI-generated or automated outputs carefully before use to ensure accuracy and alignment with company standards.
Adapt positively to changes in work processes, systems, templates, provider requirements, and internal procedures, and help the team transition smoothly where required.

Leadership & Team Development

Guide and train junior team members on documentation, process flow, provider requirements, and internal procedures, and contribute to knowledge sharing across the wider team.
Work collaboratively with colleagues and support the team during busy periods, staff absence, or peak workload.
Assist with ad hoc tasks, mini projects, and cross-functional initiatives as required.
Demonstrate continuous learning and keep technical, operational, and compliance knowledge up to date.

Compliance & Risk Management

Ensure all client servicing and new business activity complies with MAS regulations, company policies, and internal procedures.
Maintain complete, accurate, and audit-ready records across all client files, CRM systems, and provider portals.
Identify, escalate, and help address compliance risks, data protection concerns, and operational control weaknesses.
Support internal reviews, audits, and regulatory checks by preparing documentation and responding to information requests promptly.

Key Skills And Competencies

Relevant working experience in financial advisory, client servicing, new business administration, or a similar operational role.
Strong understanding of client documentation, provider requirements, servicing processes, and operational risk areas.
High attention to detail and ability to review work critically.
Good written and verbal communication skills, with ability to communicate clearly with advisers, providers, clients, and internal teams.
Ability to manage complex cases, competing priorities, and time-sensitive requests.
Strong ownership, accountability, and problem-solving ability.
Customer-centric mindset, with a drive to deliver best-in-class client experience at every touchpoint.
Leadership ability to guide, train, and develop junior team members, and foster a collaborative team environment.
Process improvement mindset and adaptability — able to identify inefficiencies, contribute to operational improvements, and adjust positively to changes in procedures, systems, and business needs.
Strong proficiency in Microsoft 365 (Outlook, Word, Excel, Teams, SharePoint) and CRM systems.
Affinity for new technologies, with curiosity and openness to adopt AI and automation tools responsibly to improve ways of working.
Good awareness of company policies, MAS regulations, compliance expectations, and the importance of accurate record keeping.

Performance Expectations

Operational Excellence - Deliver a best-in-class client experience, ensure 100% compliance and safety for our customers, and drive innovation and performance across day-to-day operations.

Culture and Team Contribution - Contribute actively as part of a fast-growing, dynamic, and best-in-class team and business, live the company's core values in day-to-day work, and support colleagues to deliver consistently as the firm grows.

Personal Growth and Development - Take ownership of your own growth and career progression, seek out feedback and learning opportunities, build new skills proactively, and use the firm's growth as a platform to develop yourself.

What We Offer

Flexible working location — onshore in Singapore at our 50 Raffles Place office, or offshore as part of our distributed team, with the working model agreed based on role fit and individual circumstances.
A competitive and performance-linked package, including base salary, performance bonus, and a structured incentive plan that rewards both individual ownership and team outcomes.
A flat, low-hierarchy culture where new ideas are tested quickly, the best idea wins, and your impact is visible from day one.
Real career progression in a fast-growing, MAS-licensed advisory firm — with exposure to senior decision-makers, leadership development, and the chance to shape how the firm scales.
Ongoing investment in your growth, including training, professional development support, and access to modern tools, automation, and AI to help you do your best work.

Work Arrangement: Hybrid

Work Schedule: Monday–Friday, 9am- 6pm PHT

Must Have atleast 20mbps internet connection

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the I'm Interested button I hereby allow Outsourced Quality Assured Services, Inc. (Outsourced) to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

Senior Customer Care Executive