Team Lead - Customer Experience

Be part of CIBI Information Inc., a purpose-driven company at the forefront of enabling better credit decisions in the Philippines and beyond.

ABOUT THE ROLE:

The Customer Experience Lead will oversee the delivery of client services across a portfolio by leading the Customer Experience team, managing escalations, and ensuring consistent service standards and performance metrics. This role will bridge client operations and leadership, focusing on people management, process optimization, and portfolio-level performance.

DUTIES AND RESPONSIBILITIES

• Lead, coach, and manage Customer Experience Officers, ensuring consistent service quality and performance.
• Own and enforce service delivery standards, SLAs, escalation frameworks, and operating procedures.
• Managing all allocated BAU clients targeted to grow each account and identify opportunities for upsell/ cross sell.
• Act as the escalation point for complex, high-impact, or cross-functional client issues.
• Monitor portfolio-level service metrics, client satisfaction, and risk indicators.
• Drive process improvements to enhance efficiency, accuracy, and client experience.
• Partner with Sales, Product, Operations, and Compliance teams to align service delivery with business objectives.
• Support account retention, renewals, and value-expansion initiatives (non-quota-bearing unless specified).
• Handle account management activities for BAU clients targeted to grow each account and identify opportunities for cross-sell and upsell opportunities.
• Ensure team adherence to company policies, regulatory requirements, and ethical standards.
• Provide management reports and insights to senior leadership.

JOB SPECIFICATIONS:

• Bachelor's degree in Business, Management, or a related field.
• 3–5 years of experience in client services or account management, with people management experience.
• Proven ability to manage escalations, lead teams, and improve processes.
• Strong leadership, analytical, and stakeholder management skills.