9 Sm Investments Corporation jobs in Pasay City
Financial Planning Analysis Associate
Taguig, National Capital Region
WHR Global Consulting
Posted 6 days ago
Job Viewed
Job Description
We are looking for an analytical and detail-oriented FP&A Associate to support the financial planning, budgeting, forecasting, and performance analysis of our growing group of retail companies. Based in Taguig, the FP&A Associate will play a critical role in providing data-driven insights to support strategic decisions, optimize operations, and drive financial growth across multiple retail brands and business units.
br>Key Responsibilities:
Assist in the preparation of annual budgets, quarterly forecasts, and long-term financial plans for all retail business units.
Analyze actual financial performance vs. budget and provide variance explanations to management.
Support the development of financial models, dashboards, and scenario analyses to aid in business planning and decision-making.
Collaborate with various departments (e.g. Sales, Operations, Merchandising) to gather data and validate business assumptions.
Prepare timely and accurate financial reports, presentations, and insights for senior management and stakeholders.
Monitor KPIs and financial performance metrics across different brands, stores, and channels.
Support financial planning for new store openings, product launches, and expansion initiatives.
Maintain and update FP&A tools, templates, and reporting systems.
Assist in identifying risks and opportunities that may impact financial results.
Participate in cross-functional projects related to cost optimization, business growth, and system improvements.
Qualifications:
Bachelor’s degree in Finance, Accounting, Economics, or a related field. < r>1–3 years of experience in financial planning & analysis, business analytics, or corporate finance—preferably in retail, FMCG, or a multi-brand setup.
Familiarity with ERP and accounting systems (SAP, Oracle, QuickBooks, or similar).
Excellent analytical skills, with attention to detail and accuracy.
Strong communication and interpersonal skills; able to collaborate effectively across departments.
Ability to work in a fast-paced, deadline-driven environment.
Highly organized, with a proactive and problem-solving mindset.
Preferred Attributes:
Experience supporting multi-location retail operations or e-commerce channels.
Knowledge of inventory planning, cost allocation, and retail margin analysis.
CPA, CMA, or further finance-related certifications is an advantage but not required.
Passion for numbers, business strategy, and continuous process improvement.
br>Key Responsibilities:
Assist in the preparation of annual budgets, quarterly forecasts, and long-term financial plans for all retail business units.
Analyze actual financial performance vs. budget and provide variance explanations to management.
Support the development of financial models, dashboards, and scenario analyses to aid in business planning and decision-making.
Collaborate with various departments (e.g. Sales, Operations, Merchandising) to gather data and validate business assumptions.
Prepare timely and accurate financial reports, presentations, and insights for senior management and stakeholders.
Monitor KPIs and financial performance metrics across different brands, stores, and channels.
Support financial planning for new store openings, product launches, and expansion initiatives.
Maintain and update FP&A tools, templates, and reporting systems.
Assist in identifying risks and opportunities that may impact financial results.
Participate in cross-functional projects related to cost optimization, business growth, and system improvements.
Qualifications:
Bachelor’s degree in Finance, Accounting, Economics, or a related field. < r>1–3 years of experience in financial planning & analysis, business analytics, or corporate finance—preferably in retail, FMCG, or a multi-brand setup.
Familiarity with ERP and accounting systems (SAP, Oracle, QuickBooks, or similar).
Excellent analytical skills, with attention to detail and accuracy.
Strong communication and interpersonal skills; able to collaborate effectively across departments.
Ability to work in a fast-paced, deadline-driven environment.
Highly organized, with a proactive and problem-solving mindset.
Preferred Attributes:
Experience supporting multi-location retail operations or e-commerce channels.
Knowledge of inventory planning, cost allocation, and retail margin analysis.
CPA, CMA, or further finance-related certifications is an advantage but not required.
Passion for numbers, business strategy, and continuous process improvement.
This advertiser has chosen not to accept applicants from your region.
0
Financial Planning Analysis Associate
Taguig, National Capital Region
WHR Global Consulting
Posted 23 days ago
Job Viewed
Job Description
Qualifications:
-Bachelor’s degree in Finance, Accounting, Economics, or a related field. br>- 1–3 years of experience in financial planning & analysis, business analytics, or corporate finance—preferably in retail, FMCG, or a multi-brand setup.
- Familiarity with ERP and accounting systems (SAP, Oracle, QuickBooks, or similar).
- Excellent analytical skills, with attention to detail and accuracy.
- Strong communication and interpersonal skills; able to collaborate effectively across departments.
- Ability to work in a fast-paced, deadline-driven environment.
- Highly organized, with a proactive and problem-solving mindset.
We are looking for an analytical and detail-oriented FP&A Associate to support the financial planning, budgeting, forecasting, and performance analysis of our growing group of retail companies. Based in Taguig, the FP&A Associate will play a critical role in providing data-driven insights to support strategic decisions, optimize operations, and drive financial growth across multiple retail brands and business units.
Preferred Attributes:
- Experience supporting multi-location retail operations or e-commerce channels.
- Knowledge of inventory planning, cost allocation, and retail margin analysis.
- CPA, CMA, or further finance-related certifications is an advantage but not required.
- Passion for numbers, business strategy, and continuous process improvement.
-Bachelor’s degree in Finance, Accounting, Economics, or a related field. br>- 1–3 years of experience in financial planning & analysis, business analytics, or corporate finance—preferably in retail, FMCG, or a multi-brand setup.
- Familiarity with ERP and accounting systems (SAP, Oracle, QuickBooks, or similar).
- Excellent analytical skills, with attention to detail and accuracy.
- Strong communication and interpersonal skills; able to collaborate effectively across departments.
- Ability to work in a fast-paced, deadline-driven environment.
- Highly organized, with a proactive and problem-solving mindset.
We are looking for an analytical and detail-oriented FP&A Associate to support the financial planning, budgeting, forecasting, and performance analysis of our growing group of retail companies. Based in Taguig, the FP&A Associate will play a critical role in providing data-driven insights to support strategic decisions, optimize operations, and drive financial growth across multiple retail brands and business units.
Preferred Attributes:
- Experience supporting multi-location retail operations or e-commerce channels.
- Knowledge of inventory planning, cost allocation, and retail margin analysis.
- CPA, CMA, or further finance-related certifications is an advantage but not required.
- Passion for numbers, business strategy, and continuous process improvement.
This advertiser has chosen not to accept applicants from your region.
1
IT Portfolio Management (AVP)
Pasay City, National Capital Region
HRTX
Posted 22 days ago
Job Viewed
Job Description
IT Portfolio Management (AVP)
Location: Pasay
Schedule: Monday - Friday, Morning Shift
Salary: Open Budget
Overview: The AVP, IT Portfolio Management is responsible for optimizing the company's IT investment portfolio, ensuring that all IT initiatives and projects are strategically aligned with business objectives and deliver maximum value. This role involves rigorous analysis, prioritization, and monitoring of IT projects, managing resource allocation, and providing strategic insights to senior leadership regarding the health and performance of the overall IT portfolio.
Key Responsibilities:
- Portfolio Strategy & Alignment: Develop and maintain the IT portfolio strategy, ensuring alignment with the overall corporate strategy and business priorities.
- Investment Prioritization: Establish and manage a robust process for evaluating, prioritizing, and selecting IT investments based on strategic value, return on investment (ROI), risk, and resource availability.
- Resource Optimization: Oversee resource planning and allocation across the IT portfolio, ensuring optimal utilization of personnel and financial resources to achieve project objectives.
- Performance Monitoring & Reporting: Implement metrics and reporting frameworks to monitor the performance, health, and progress of the IT portfolio and individual projects. Provide regular, insightful reports and recommendations to senior management.
- Governance & Standards: Define and enforce IT portfolio governance processes, standards, and tools to ensure consistency, transparency, and accountability across all IT initiatives.
- Risk & Dependency Management: Identify, assess, and manage risks and interdependencies within the IT portfolio, developing mitigation strategies to ensure successful project delivery.
- Stakeholder Engagement: Collaborate with business leaders, IT delivery teams, and finance to facilitate informed decision-making regarding IT investments and manage expectations.
- Continuous Improvement: Drive continuous improvement of portfolio management processes and methodologies, adopting best practices to enhance efficiency and effectiveness.
Qualifications:
- Bachelor's degree in Business Administration, Finance, Information Technology, or a related field. PMP, PgMP, or equivalent certification preferred.
- Minimum of 10 years of experience in IT project or program management , with at least 3-5 years specifically in IT portfolio management in a large organization.
- Experience in a fast-paced industry is highly desirable , understanding the pressures and strategic needs of IT investments in such an environment.
- Strong analytical skills with the ability to perform complex financial modeling, ROI analysis, and risk assessment.
- Proficiency in portfolio management tools and software.
- Exceptional communication and presentation skills, with the ability to articulate complex information clearly to diverse audiences, including executive leadership.
- Proven ability to influence without direct authority and drive consensus among various stakeholders.
This advertiser has chosen not to accept applicants from your region.
2
Financial Planning and Analysis Associate
Taguig, National Capital Region
WHR Global Consulting
Posted 15 days ago
Job Viewed
Job Description
FINANCIAL PLANNING AND ANALYSIS ASSOCIATE
LOCATION: Taguig br>SETUP: Day shift, Onsite
JOB DESCRIPTION
We are looking for an analytical and detail-oriented FP&A Associate to support the financial planning, budgeting, forecasting, and performance analysis of our growing group of retail companies. Based in Taguig, the FP&A Associate will play a critical role in providing data-driven insights to support strategic decisions, optimize operations, and drive financial growth across multiple retail brands and business units.
QUALIFICATIONS
- Bachelor’s degree in Finance, Accounting, Economics, or a related field. < r>- 1–3 years of experience in financial planning & analysis, business analytics, or corporate finance—preferably in retail, FMCG, or a multi-brand setup.
- Familiarity with ERP and accounting systems (SAP, Oracle, QuickBooks, or similar).
- Excellent analytical skills, with attention to detail and accuracy.
- Strong communication and interpersonal skills; able to collaborate effectively across departments.
- Ability to work in a fast-paced, deadline-driven environment.
- Highly organized, with a proactive and problem-solving mindset.
PREFERRED ATTRIBUTES
- Experience supporting multi-location retail operations or e-commerce channels.
- Knowledge of inventory planning, cost allocation, and retail margin analysis.
- CPA, CMA, or further finance-related certifications is an advantage but not required.
- Passion for numbers, business strategy, and continuous process improvement.
LOCATION: Taguig br>SETUP: Day shift, Onsite
JOB DESCRIPTION
We are looking for an analytical and detail-oriented FP&A Associate to support the financial planning, budgeting, forecasting, and performance analysis of our growing group of retail companies. Based in Taguig, the FP&A Associate will play a critical role in providing data-driven insights to support strategic decisions, optimize operations, and drive financial growth across multiple retail brands and business units.
QUALIFICATIONS
- Bachelor’s degree in Finance, Accounting, Economics, or a related field. < r>- 1–3 years of experience in financial planning & analysis, business analytics, or corporate finance—preferably in retail, FMCG, or a multi-brand setup.
- Familiarity with ERP and accounting systems (SAP, Oracle, QuickBooks, or similar).
- Excellent analytical skills, with attention to detail and accuracy.
- Strong communication and interpersonal skills; able to collaborate effectively across departments.
- Ability to work in a fast-paced, deadline-driven environment.
- Highly organized, with a proactive and problem-solving mindset.
PREFERRED ATTRIBUTES
- Experience supporting multi-location retail operations or e-commerce channels.
- Knowledge of inventory planning, cost allocation, and retail margin analysis.
- CPA, CMA, or further finance-related certifications is an advantage but not required.
- Passion for numbers, business strategy, and continuous process improvement.
This advertiser has chosen not to accept applicants from your region.
3
Financial Planning and Analysis Associate
Taguig, National Capital Region
WHR Global Consulting
Posted 19 days ago
Job Viewed
Job Description
FINANCIAL PLANNING AND ANALYSIS ASSOCIATE
LOCATION: Taguig br>SETUP: Onsite and Day shift
JOB DESCRIPTION:
We are looking for an analytical and detail-oriented FP&A Associate to support the financial planning, budgeting, forecasting, and performance analysis of our growing group of retail companies. Based in Taguig, the FP&A Associate will play a critical role in providing data-driven insights to support strategic decisions, optimize operations, and drive financial growth across multiple retail brands and business units.
QUALIFICATIONS:
- Bachelor’s degree in Finance, Accounting, Economics, or a related field. < r>- 1–3 years of experience in financial planning & analysis, business analytics, or corporate finance—preferably in retail, FMCG, or a multi-brand setup.
- Familiarity with ERP and accounting systems (SAP, Oracle, QuickBooks, or similar).
- Excellent analytical skills, with attention to detail and accuracy.
- Strong communication and interpersonal skills; able to collaborate effectively across departments.
- Ability to work in a fast-paced, deadline-driven environment.
- Highly organized, with a proactive and problem-solving mindset.
PREFERRED ATTRIBUTES:
- Experience supporting multi-location retail operations or e-commerce channels.
- Knowledge of inventory planning, cost allocation, and retail margin analysis.
- CPA, CMA, or further finance-related certifications is an advantage but not required.
- Passion for numbers, business strategy, and continuous process improvement.
LOCATION: Taguig br>SETUP: Onsite and Day shift
JOB DESCRIPTION:
We are looking for an analytical and detail-oriented FP&A Associate to support the financial planning, budgeting, forecasting, and performance analysis of our growing group of retail companies. Based in Taguig, the FP&A Associate will play a critical role in providing data-driven insights to support strategic decisions, optimize operations, and drive financial growth across multiple retail brands and business units.
QUALIFICATIONS:
- Bachelor’s degree in Finance, Accounting, Economics, or a related field. < r>- 1–3 years of experience in financial planning & analysis, business analytics, or corporate finance—preferably in retail, FMCG, or a multi-brand setup.
- Familiarity with ERP and accounting systems (SAP, Oracle, QuickBooks, or similar).
- Excellent analytical skills, with attention to detail and accuracy.
- Strong communication and interpersonal skills; able to collaborate effectively across departments.
- Ability to work in a fast-paced, deadline-driven environment.
- Highly organized, with a proactive and problem-solving mindset.
PREFERRED ATTRIBUTES:
- Experience supporting multi-location retail operations or e-commerce channels.
- Knowledge of inventory planning, cost allocation, and retail margin analysis.
- CPA, CMA, or further finance-related certifications is an advantage but not required.
- Passion for numbers, business strategy, and continuous process improvement.
This advertiser has chosen not to accept applicants from your region.
4
Financial Planning and Analysis Assistant Manager-Hybrid set up
Mandaluyong, National Capital Region
HR Network Inc
Posted 26 days ago
Job Viewed
Job Description
Responsible for day-to-day financial analysis, reporting, and planning activities.
This includes budgeting, forecasting, variance analysis, financial modeling, and supporting the development of strategic initiatives. br>
Qualifications
• Minimum of 5 years of experience in financial analysis and planning < r>• Strong analytical and L problem-solving skills < r>• Proficiency in financial modeling and forecasting < r>• Excellent knowledge of accounting principles and financial reporting < r>• Advanced proficiency in MS Excel and other financial software < r>• Ability to work independently and collaboratively in a team environment < r>• Excellent communication and presentation skills < r>• Attention to detail and accuracy < r>• Experience in real estate or property development industry is a plus
This includes budgeting, forecasting, variance analysis, financial modeling, and supporting the development of strategic initiatives. br>
Qualifications
• Minimum of 5 years of experience in financial analysis and planning < r>• Strong analytical and L problem-solving skills < r>• Proficiency in financial modeling and forecasting < r>• Excellent knowledge of accounting principles and financial reporting < r>• Advanced proficiency in MS Excel and other financial software < r>• Ability to work independently and collaboratively in a team environment < r>• Excellent communication and presentation skills < r>• Attention to detail and accuracy < r>• Experience in real estate or property development industry is a plus
This advertiser has chosen not to accept applicants from your region.
5
Project Manager (Financial Services)
Makati, National Capital Region
Hunter's Hub Inc.
Posted today
Job Viewed
Job Description
**QUALIFICATIONS**:
- Willing to do 3 months project
- Bachelor’s degree holder
- **5+ years relevant experience in the Financial Services Industries, preferably with experience in insurance**:
- Experience in the following technical skills: Risk Management, Operations, Insurance, IT, Customer Experience, Distribution
- Proven leadership and people/talent management capabilities
- Able to build and maintain honest, ethical, and fair relationships with direct reports, peers, supervisors
- Able to function as an organizational change agent and see beyond current situations towards enterprise-wide higher level process and systems improvements
- Ability to work and adapt in a changing environment
- Excellent escalation handling, coaching, planning, and organizing skills
- Demonstrate project management and planning skills; balances strategic skills with tactical execution skills
- Strong analytical and metrics management skills
- Strong communication skills - verbal, written, presentation, negotiation, ability to adapt content to various audiences; communicates effectively at all organization levels
- Proven interpersonal skills: ability to build relationships, engage, and influence others, work with a diverse internal and international customer base
- Certifications and Project Management methods (Agile, SAFe, Waterfall, PRINCE2) is an advantage
**JOB DESCRIPTION**:
- Effectively partner with the Project Sponsor/Owner to formulate strategic plans to meet and exceed the business unit requirement
- Effectively manage interactions of the teams assigned
- Effectively work with the Project Owner and team to manage daily operations of the team
- Identifies resource needs for the project and establishes roles and expectations with team members
- Provides support/feedback to the Project Owner with regards to the execution of deliverables
- Provides direction/instructions and guidance to team members to continuously improve both individual and team performance
- Ensures all team members are engaged and are effective contributors towards the team success
- Provide effective and regular communication within the project team, stakeholders, sponsors, and management
- Drives operational efficiencies and cultivate innovative mindset among team members
- Regular interaction with the Business Owner of the project to understand the project from a Business terms of view (process, dependencies, inter-department play, IT)
- Identifies, analyses, mitigates, documents, and controls project risks
- Ensures compliance to work process standards and guidelines
- Ensures that assigned projects are completed within budgets and schedules while meeting client business objectives
- Good understanding of business functions and issues
- Delivering, monitoring, a detailed project plan with all dependencies
**Salary**: Php70,000.00 - Php75,000.00 per month
**Benefits**:
- Health insurance
- Opportunities for promotion
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Supplemental pay types:
- 13th month salary
COVID-19 considerations:
Fully vaccinated
Ability to commute/relocate:
- Makati City: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Project Management: 1 year (preferred)
- Willing to do 3 months project
- Bachelor’s degree holder
- **5+ years relevant experience in the Financial Services Industries, preferably with experience in insurance**:
- Experience in the following technical skills: Risk Management, Operations, Insurance, IT, Customer Experience, Distribution
- Proven leadership and people/talent management capabilities
- Able to build and maintain honest, ethical, and fair relationships with direct reports, peers, supervisors
- Able to function as an organizational change agent and see beyond current situations towards enterprise-wide higher level process and systems improvements
- Ability to work and adapt in a changing environment
- Excellent escalation handling, coaching, planning, and organizing skills
- Demonstrate project management and planning skills; balances strategic skills with tactical execution skills
- Strong analytical and metrics management skills
- Strong communication skills - verbal, written, presentation, negotiation, ability to adapt content to various audiences; communicates effectively at all organization levels
- Proven interpersonal skills: ability to build relationships, engage, and influence others, work with a diverse internal and international customer base
- Certifications and Project Management methods (Agile, SAFe, Waterfall, PRINCE2) is an advantage
**JOB DESCRIPTION**:
- Effectively partner with the Project Sponsor/Owner to formulate strategic plans to meet and exceed the business unit requirement
- Effectively manage interactions of the teams assigned
- Effectively work with the Project Owner and team to manage daily operations of the team
- Identifies resource needs for the project and establishes roles and expectations with team members
- Provides support/feedback to the Project Owner with regards to the execution of deliverables
- Provides direction/instructions and guidance to team members to continuously improve both individual and team performance
- Ensures all team members are engaged and are effective contributors towards the team success
- Provide effective and regular communication within the project team, stakeholders, sponsors, and management
- Drives operational efficiencies and cultivate innovative mindset among team members
- Regular interaction with the Business Owner of the project to understand the project from a Business terms of view (process, dependencies, inter-department play, IT)
- Identifies, analyses, mitigates, documents, and controls project risks
- Ensures compliance to work process standards and guidelines
- Ensures that assigned projects are completed within budgets and schedules while meeting client business objectives
- Good understanding of business functions and issues
- Delivering, monitoring, a detailed project plan with all dependencies
**Salary**: Php70,000.00 - Php75,000.00 per month
**Benefits**:
- Health insurance
- Opportunities for promotion
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Supplemental pay types:
- 13th month salary
COVID-19 considerations:
Fully vaccinated
Ability to commute/relocate:
- Makati City: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Project Management: 1 year (preferred)
This advertiser has chosen not to accept applicants from your region.
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6
Senior Leader Contact Center Operations (Financial Services)
Taguig, National Capital Region
TalentHero
Posted today
Job Viewed
Job Description
We’re Hiring: Senior Leader – Contact Center Operations (Financial Services)
br>Location: Pasay or Taguig (Full Onsite)
Level: Director
Are you a seasoned leader with a passion for driving operational excellence and customer experience in the financial services industry? We are looking for a Senior Leader to oversee the end-to-end operations of our customer service contact center.
What You’ll Do: < r>
- Lead and manage high-volume, multi-channel operations (voice, chat, email, mobile).
- Develop strategies to boost customer satisfaction, efficiency, and employee engagement.
- Drive key performance metrics (CSAT, FCR, AHT, SLA) to meet business goals.
- Ensure compliance with strict regulatory and risk management requirements.
- Collaborate with IT, Product, Risk, and Compliance teams on digital transformation.
- Lead workforce planning, training, and development to build high-performing teams.
- Manage budgets, forecasts, and cost optimization strategies.
- Act as a key liaison with senior stakeholders to support strategic initiatives.
What We’re Looking For: < r>
- 18+ years of leadership experience in contact center operations (preferably banking/financial services).
- Strong track record in managing large, complex teams.
- Deep knowledge of CRM systems and omnichannel platforms.
- Excellent leadership, coaching, problem-solving, and stakeholder management skills.
- Proficiency in MS Office tools (Excel, PowerPoint, Word).
- MBA or equivalent preferred.
Nice to Have:
- Experience in setting up or transitioning contact center operations.
- Familiarity with digital banking tools & customer experience technologies.
- Six Sigma, Lean, or similar process improvement certifications.
If you are ready to make an impact and lead large-scale customer operations in a dynamic financial services environment, we want to connect with you!
br>Location: Pasay or Taguig (Full Onsite)
Level: Director
Are you a seasoned leader with a passion for driving operational excellence and customer experience in the financial services industry? We are looking for a Senior Leader to oversee the end-to-end operations of our customer service contact center.
What You’ll Do: < r>
- Lead and manage high-volume, multi-channel operations (voice, chat, email, mobile).
- Develop strategies to boost customer satisfaction, efficiency, and employee engagement.
- Drive key performance metrics (CSAT, FCR, AHT, SLA) to meet business goals.
- Ensure compliance with strict regulatory and risk management requirements.
- Collaborate with IT, Product, Risk, and Compliance teams on digital transformation.
- Lead workforce planning, training, and development to build high-performing teams.
- Manage budgets, forecasts, and cost optimization strategies.
- Act as a key liaison with senior stakeholders to support strategic initiatives.
What We’re Looking For: < r>
- 18+ years of leadership experience in contact center operations (preferably banking/financial services).
- Strong track record in managing large, complex teams.
- Deep knowledge of CRM systems and omnichannel platforms.
- Excellent leadership, coaching, problem-solving, and stakeholder management skills.
- Proficiency in MS Office tools (Excel, PowerPoint, Word).
- MBA or equivalent preferred.
Nice to Have:
- Experience in setting up or transitioning contact center operations.
- Familiarity with digital banking tools & customer experience technologies.
- Six Sigma, Lean, or similar process improvement certifications.
If you are ready to make an impact and lead large-scale customer operations in a dynamic financial services environment, we want to connect with you!
This advertiser has chosen not to accept applicants from your region.
7
Senior Leader of Contact Center Operation (Financial Services)
Taguig, National Capital Region
Blaseek
Posted 11 days ago
Job Viewed
Job Description
Job Summary
We are looking for an accomplished and strategic leader to direct large-scale contact center operations in the financial services sector. This role requires deep expertise in bank operations (preferably collections) and customer service, with proven ability to lead teams of 300+ FTEs. The Director will be responsible for driving operational excellence, ensuring compliance in a regulated environment, and delivering superior customer experiences across multiple channels. br>
Key Responsibilities
Oversee high-volume contact center operations for banking and financial services, ensuring consistent service delivery across voice, chat, email, and mobile.
Lead strategies that enhance customer satisfaction, operational efficiency, and employee engagement.
Manage key metrics (CSAT, FCR, AHT, SLA) to align with business objectives.
Ensure full compliance with banking regulations, risk management requirements, and internal policies.
Drive workforce planning, capability building, and performance management for large, diverse teams.
Collaborate with technology, product, risk, and compliance teams to advance digital transformation and automation initiatives.
Manage budgets, forecasts, and cost optimization efforts.
Represent operations in discussions with senior stakeholders to support strategic initiatives.
Required Qualifications
At least 18 years of leadership experience as a Director or Head in contact center or shared services operations.
Strong background in bank operations (preferably collections) and customer service.
Experience managing teams of 300+ FTEs.
Stable employment history (no role under 2 years in the past 3 years).
Strong leadership, coaching, and stakeholder management skills.
Deep understanding of CRM systems and omnichannel platforms.
Excellent analytical, problem-solving, and decision-making abilities.
Proficient in MS Office applications.
Preferred Attributes
Experience in transitions, start-ups, or scaling new contact center operations.
Familiarity with digital banking tools and customer experience technologies.
Six Sigma, Lean, or similar process improvement certification.
We are looking for an accomplished and strategic leader to direct large-scale contact center operations in the financial services sector. This role requires deep expertise in bank operations (preferably collections) and customer service, with proven ability to lead teams of 300+ FTEs. The Director will be responsible for driving operational excellence, ensuring compliance in a regulated environment, and delivering superior customer experiences across multiple channels. br>
Key Responsibilities
Oversee high-volume contact center operations for banking and financial services, ensuring consistent service delivery across voice, chat, email, and mobile.
Lead strategies that enhance customer satisfaction, operational efficiency, and employee engagement.
Manage key metrics (CSAT, FCR, AHT, SLA) to align with business objectives.
Ensure full compliance with banking regulations, risk management requirements, and internal policies.
Drive workforce planning, capability building, and performance management for large, diverse teams.
Collaborate with technology, product, risk, and compliance teams to advance digital transformation and automation initiatives.
Manage budgets, forecasts, and cost optimization efforts.
Represent operations in discussions with senior stakeholders to support strategic initiatives.
Required Qualifications
At least 18 years of leadership experience as a Director or Head in contact center or shared services operations.
Strong background in bank operations (preferably collections) and customer service.
Experience managing teams of 300+ FTEs.
Stable employment history (no role under 2 years in the past 3 years).
Strong leadership, coaching, and stakeholder management skills.
Deep understanding of CRM systems and omnichannel platforms.
Excellent analytical, problem-solving, and decision-making abilities.
Proficient in MS Office applications.
Preferred Attributes
Experience in transitions, start-ups, or scaling new contact center operations.
Familiarity with digital banking tools and customer experience technologies.
Six Sigma, Lean, or similar process improvement certification.
This advertiser has chosen not to accept applicants from your region.
8