Associate Director of Operations

Moder is a technology-led services company helping financial organizations build faster, smarter, and more scalable operations.

Founded in 2020, Moder supports the mortgage, insurance, and banking industries through a powerful combination of domain expertise, workflow best practices, advanced technology, and global talent. We help clients improve operational efficiency, strengthen customer experience, reduce complexity, and scale business-critical processes with confidence.

Our teams work across operations, technology, automation, AI, customer support, and digital transformation to solve real business challenges for leading financial services organizations. With a strong presence in the US, India, and the Philippines, Moder brings together global capability and deep industry understanding to deliver measurable outcomes.

At Moder, we are guided by our vision of Powering the financial organizations of tomorrow. We believe meaningful transformation happens when people, process, and technology work together.

Our People and Culture

Our people are at the heart of Moder's growth.

We are building a workplace where collaboration, innovation, inclusion, and continuous learning come together. Our teams are encouraged to take ownership, solve problems, share ideas, and build careers that create real impact.

We invest in learning and development, recognize achievements, support employee well-being, and create opportunities for people to grow across roles, teams, and geographies. Whether you are working in operations, technology, client delivery, automation, analytics, or support functions, you will be part of a team that values your contribution and helps you grow.

At Moder, every voice matters. Every idea has the potential to improve how we work. And every role contributes to helping financial organizations become more agile, efficient, and future-ready.

Equal Employment Opportunity

Moder is an Equal Opportunity Employer committed to building a diverse, inclusive, and respectful workplace. We celebrate diversity and are committed to creating an environment where all individuals are valued, supported, and empowered to succeed.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, sexual orientation, age, national origin, ancestry, citizenship, marital status, disability, veteran status, genetic information, or any other characteristic protected by applicable law.

At Moder, employment decisions are based on business needs, job requirements, and individual qualifications. We are committed to providing equal opportunities for growth, development, and advancement to all employees.

Job Summary:

The Customer Service Associate Director is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.

Responsibilities and duties will include:

· Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures

· Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.

· Create a culture and processes which achieve the business goals and objectives with regards to their customer service;

· Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.· Reduction of the cost to serve

· Empower and Engage the Customer Service Team· Enhance the First Call Resolution· Identify new tools and technologies to better serve the customer

· Drive better sales through service· Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.

· Act as the Voice of the Customer across the organisation.

· Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.

· Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.

· Define, negotiate and agree the effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.

· Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements

· Continually develop improvements and embed successful change projects.

· Drive quality and consistency

· Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.

Required Experience:

· Extensive experiencing of managing operational customer service teams

· Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

· Proven Management and/or relationship management experience at a senior, strategic level role.

· Established track record of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment

· Able to interpret MI/BI and develop strategy and make recommendations.

· Demonstrate ability to motivate and communicate with others at all levels

· Influential relationships skills at all. Able to use these relationships to deliver service improvements

· Excellent communication and negotiation skills.

· Able to adapt and succeed in a changing environment

· Evidence of well-developed leadership skills

.Amenable to work in Cebu City and/or Mandaue City.

Applicants for PHL Passport Holders ONLY.