Outsource Services Manager

He / She / They will oversee the performance of the bank's outsource customer service agents who provide support to credit card holders, cash card, holders, and accredited Point-of-Sale (POS) Merchants.

The responsibilities we will trust you with are:

• Service Level and FTE Management
  : Monitoring and reporting of FTE, scheduling and forecasting of manpower, and ensuring efficiency for all and other service drivers
• Quality Management
  : Review the quality of call and case management, ensuring compliance with BDO's standards, and driving continuous improvement to call and case-handling procedures
• Relationship Management
  : Develop and maintain good working relationship and have proper coordination with all BDO Support Groups and Business Units needed in providing resolutions to clients
• Process Improvement :
  Review and provide feedback on policies and resolutions affecting service to clients and propose changes to further impr...