Head of Customer Service

Who we are?

As a global Tech-driven consumer finance company, Home Credit understands how technology can profoundly change people's lives. And we use it to provide world-class financial products and services—in partnership with leading brands and retailers—even to first-time borrowers, at a speed that no other company can match.

And we do this in all 10 countries we are present in, from Czech Republic and USA all the way to the Philippines. It’s a game-changing business model, and one that we are proud of: for many of our customers, their Home Credit loan is their very first loan, allowing them to start building their credit history and enjoy more financial tools.

Since launching in Manila in 2013, we at Home Credit Philippines have grown our customer base to over two million clients, and our workforce to over 9,000 employees.

We've impacted countless lives—our customers', and our own people's.

Join our team, and see how we can change yours.

About Job

Looking for a change in your current job? Do you wish to join a company that is outperforming the Industry with a strong growth momentum? If your answer is yes, you might be the one Home Credit Group is looking for…

Job Title:                              Home Credit Group – Head of Customer Service 

Location:                              Metro Manila 

Job Description:


Job Description:

You know you are the perfect fit if you are/have:

  • Bachelors Degree (ie Bus Mgmt, Mgmt)
  • At least 10 years of CS experience managing different LOBs AS SR MANAGER, better Director
  • Experience in managing big teams (min of 500 FTEs)
  • Excellent tenure history
  • Experience in drafting procedures and process maps
  • Experience in Credit Cards and Service to Sales (ie X/Upselling)
  • Background in Genesys queue management is preferred but not required
  • Knowledgeable in project management principles and at least a 6sigma GB
  • Full of initiatives and proactive, willing to roll up sleeves when needed.
  • Able to drive results through coaching and feedback
  • Able to work cross functionally with other departments in establishing processes and continuous improvement initiatives
  • Intermediate knowledge in MS Office Excel, PowerPoint, Outlook, Word
  • Analytical, can interpret performance statistics and create action plans
  • Good in reporting and KPI performance interpretation
  • Able to achieve team efficiency by establishing operational discipline in the team
  • Proactively learn CS processes and tools
  • Regularly participates in relevant business and systems trainings/ meetings
As part of our growth, your tasks will be:
  • Managing performance of OPS customer service team within agreed performance targets
  • Ensuring the team meets agreed KPI targets and constantly exceeds them
  • Providing primary level of control and evaluation of incentives schemes.
  • Ensuring consistency of processes, systems and reporting
  • Implementing process improvement ideas/ programs
  • Driving team productivity and effectiveness to optimize costs and improve service delivery.
  • Conducting operational capacity planning, hiring and training of operators and leads
  • Regularly coaching direct reports
  • Responsible for call center processes including customer service, partners hotline, performance of welcome calls
  • Preparing CS Weekly Performance and ad-hoc reports and presents to leadership
  • Must have CUSTEX approach and mindset to help increase customer satisfaction scores
  • Creating and implementing of new ideas to improve quality of CS service delivery
  • Maximizing of usage of new technologies in the team (ie Genesys, etc.)
  • Ensuring completion of necessary trainings of team members
  • Managing customer and team escalations
  • Strictly adheres/ follows company COC and guidelines
  • Performing other duties assigned by CCM
 

 

Job Summary
Company
Home Credit Philippines 
Location
Metro Manila 
Job Category
• Customer Service/ Call Centre/ BPO • IT 
Years of Experience
10 - 13 years 
Function
• Customer Service/ Call Centre/ BPO • IT 
Education
 
Posted
16th Mar 2019 
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