Section Head

JOB SUMMARY:

He/She will manage the operational requirements to ensure readiness to serve BDO customers before any new implementation.  He/She will manage end-to-end department-wide projects to address process gaps through automation, formulate, review and document group policies and guidelines, implement process and system enhancements, monitor and assess results post-implementation through data analysis and research.

He/She is responsible for:

• Overall management of the unit’s operations, which includes staffing requirements, manpower productivity and development.
• Timely and complete delivery of agreed policies, procedures and SLAs to the different receiving units within and outside of the Contact Center.
• Lead/ Represent the Contact Center in various bank-wide initiatives while establishing and sustaining strong partnerships with Business Units’ Products and Systems owners.
• Enforce and report the Business Unit’s compliance to the required lead-time for every implementation of any new or enhancement of products, services, systems or processes. Duties and Responsibilities

QUALIFICATIONS:

• Bachelor’s degree relevant to the job
• Experienced leader in Contact Center Management preferably in the Banking and Finance Industry
• Proven track record in leading, managing and implementing enterprise-wide projects and strategic initiatives

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration  of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability.                                                                                                                       Requisition ID: 22066