Client Service Desk Manager (Financial/Wealth)

Gratitude Inc

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8 hours ago

Client Service Desk Manager (Financial/Wealth)

5-7 Year(s)

Manila (Taguig)

Job Description

Key Skills

CRM (Customer relationship Management) Service Delivery Manager

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Job Title: Client Service Desk Manager (Financial/Wealth)

Category: ERP/CRM/Tools

Location: Taguig

Work set up: Amenable to work in Taguig / 100% RTO

Salary: PHP 80,000 - 90,000

Work schedule: Nightshift

Required Experience: 5+ years

Non-Negotiable:

*Minimum 5 years of experience in financial services, including at least 2–3 years in client services, contact centres, wealth management, investment or banking environments.

*Contact Centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.

*College graduate (Bachelor's degree in Finance, Economics, Business Administration, or a relevant discipline is preferred.)

. Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.

. Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.

. Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.

. Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems.

Position Description:

Role Summary

The CSD Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal candidate is client-focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast-paced financial services environment.

Key Responsibilities

. Manage overall service delivery to achieve agreed performance targets, uphold service level agreements (SLAs), and contribute to the broader business goals of CI Investments and Assante Wealth Management.

. Lead and execute initiatives to improve Contact Centre processes, enhance operational efficiency, and deliver excellent client service experiences.

. Map and evaluate key service processes to identify inefficiencies, risks, and improvement opportunities that support long-term operational and client-centric goals.

. Ensure strong controls and monitoring mechanisms are in place to proactively identify and mitigate potential financial and reputational risks.

. Leverage data and analytics to gain insights into client interactions, informing service enhancements and decision-making.

. Develop, track, and report on the status of service improvement projects and operational initiatives, ensuring timelines, scope, and deliverables are consistently met.

. Collaborate closely with internal stakeholders including Client Services, CX, Online Services, Back Office, and other functional teams to resolve issues, align objectives, and maintain a culture of continuous improvement.

. Support the Director, Service Enablement, in developing and implementing business strategies and service enhancements that align with evolving client expectations and organizational goals.

Role

Customer Care Officer

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Mary Nkechi Linus

Recruiter - Gratitude Inc

NA, nigeria

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