# Senior Manager / Operations Director / Senior Operations Director - Banking | QC

> Tasq Staffing Solutions, Inc. · Quezon City, Philippines · Full-time · Posted 2026-05-21

**Workplace:** on_site

**Department:** Philippines - Corporate

## Description

**Start Date:** ASAP

**Work Location:** Quezon City

**Work Arrangement:** 100% Onsite

**Job Description:**

-   Must have Bachelor’s degree
-   Must have 8 to 10 Years of banking operations experience
-   Min 6 years **Senior leadership experience** in Banking contact center ops UK/US
-   Experience in banking customer service preferred Experience of having managed team of agents with a span of 50 FTE
-   Ability to build & motivate teams
-   Understanding of regulatory guidelines/ laws applicable in banking industry
-   Ability to manage Client escalations and Client relationships Excellent oral and written communication and listening skills.

**Responsibilities:**

-   Managing customer servicing process on a day-to-day basis
-   Independently resolve outstanding issues and communicate/escalate problems to Senior Management
-   Driving productivity and efficiency
-   Analysis of reports and determine authenticity of the report, and ability to identify significant variances.
-   Complete ownership of deliverable of team and handling escalations.
-   Attend daily calls with customer and explain the status/ progress of deliverables
-   Respond to customer queries on deliverables
-   Help team members to fix the issues in daily activities
-   Act as first level of escalation on delivery issues
-   Ensure all reference data related activities are completed as per client expectations
-   Meet the TAT and error free delivery
-   Contribute to process streamlining and improvement
-   Plan and prioritize all projects handled by the team.
-   Ensuring Checklist, Metrics and EOD activities are completed and signed off.
-   Ensuring timely updates/review of SOPs, Issue Logs
-   Ensure adherence / Managing KPI and SLAs on ongoing basis
-   Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items
-   Maintenance of escalation policies
-   A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
-   Ensure attritions targets are not breached2. Managing a team of agents in customer driven environment
-   Actively participate in governance calls with the clients for effective process management
-   Manage operations through end to end planning, metrics review and root cause analysis
-   Manage Client relationship as part of operations delivery;
-   Drive change by successful implementation of process improvement recommendations
-   Review overall staff performance and recommend training needs

## Apply

[Apply at Tasq Staffing Solutions, Inc.](https://apply.workable.com/tasq-work/j/7F0BC1ABA9/apply)

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