Customer Service Associate Director

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.