Client Services Manager

Extensive experience in leading a team and client services management services within the BPO/contact center industry, specifically supporting banking and fintech clients, is required. Knowledge of BSP (Bangko Sentral ng Pilipinas) compliance is also essential

The position is responsible for leading the Client Care Department by developing and executing customer service, digital engagement, artificial intelligence (AI), and automation strategies that enhance customer experience and operational efficiency. Oversees contact center operations, client knowledge management, service fulfillment, and AI-assisted customer interactions to ensure consistent, compliant, and high-quality service delivery across all customer touch points.

Drives continuous improvement through customer insights, analytics, process optimization, automation, and technology adoption while ensuring regulatory compliance and effective collaboration with business units, technology teams, and external stakeholders. Leads the transformation of customer operations by integrating human expertise with AI-enabled capabilities to deliver faster, smarter, and more personalized customer support.

Key Responsibilities:

• Strategy and Policy Management
• Contact center Operations Management
• Vendor, Technology, and Client Service Management
• People Management
• Regulatory Compliance (BSP, DTI, Data Privacy, and other applicable regulations)
• Digital and AI Automation and Governance
• Risk Management
• Project Management
• Corporate Writing and Presentation Skills

Qualifications:

• Graduate of any business-related course or any behavioral science course (e.g. Psychology, Sociology, Social Science), preferably with Masters Degree units
• At least five (5-10) years work experience, preferably in Client Service, with at least two (5) years in a supervisory/managerial capacity