Looking to drive high-impact strategic leadership in the BFSI sector We are seeking a results-driven Associate Director, Customer Service to lead our large-scale operations team onsite in Mandaue/Cebu City.

About the Role

In this role, you will lead senior operations managers, own profit and loss (P&L) performance, and drive end-to-end customer experience strategies for a dynamic enterprise. You will work night shifts aligning with US Eastern Time while directly collaborating with C-suite stakeholders and the Board.

Key Responsibilities

Strategic Operational Leadership: Direct senior operations management, establishing accountability frameworks to consistently meet or exceed KPIs, SLAs, NPS, and CSAT targets.
Financial Oversight: Manage P&L, profit centers, and cost center budgets, balancing high service quality with cost-to-serve reduction targets.
Insights & Governance: Leverage MI/BI analytics, root-cause insights, and customer feedback to present company-wide strategic improvements to the Board.
Workforce & Resource Optimization: Oversee workforce planning, capacity management, and technology implementations to boost operational efficiency and account profitability.
Compliance & Risk Management: Maintain full regulatory and legal compliance across operational delivery within a heavily regulated BFSI setup.
Talent Development: Mentor leadership talent through structured coaching and performance development plans to build a high-performance culture.

Must-Have Qualifications

Bachelor's degree (preferably in Business Management or a related field).
Minimum of 10 years of management experience, with specialized expertise leading operational customer service teams in the BPO - BFSI sectors.
Proven track record in P&L ownership, financial acumen, and high-level stakeholder management.
Willingness to work 100% onsite in Mandaue/Cebu City on a night shift schedule (Monday–Friday, 9:00 PM – 6:00 AM, US Eastern Time alignment).
Stable job history (no frequent job-hopping).

Good-to-Have

Immediate availability or a maximum 30-day notice period.
Experience delivering executive-level presentations directly to a Board of Directors or C-suite stakeholders.

Why Join Us

Direct strategic impact with executive visibility and leadership autonomy.
Collaborative culture working directly under the VP of Operations.

How to Apply

Click Easy Apply with your updated CV. Please state your exact expected salary in your application details.

Customer Service Associate Director