Head of Customer Care

About the role

The Head of Customer Care leads the entire customer care function, ensuring compliance with regulations while driving service quality, Net Promoter Score (NPS) improvements, and revenue targets. This senior position shapes customer‑centric initiatives, manages escalations, and represents the division in regulatory and cross‑functional forums.

Key responsibilities

• Deliver NPS goals by spearheading initiatives and collaborating across divisions.
• Manage teams handling escalations, CX optimization, and customer support.
• Define and implement policies for contact‑center complaints, card servicing, and incident handling.
• Lead service‑quality projects, process improvements, and customer‑centric programs.
• Monitor performance of section heads to ensure KRAs and quality standards are met.
• Provide regular updates to senior management on customer servicing and complaints.
• Represent the organization in bank‑wide initiatives and regulatory meetings (e.g., BSP, DTI).
• Control operating expenses within budget and oversee staff training and development.

Required profile

• Bachelor’s degree required; advanced studies preferred.
• Minimum 5 years in service quality and management.
• Minimum 5 years in customer service and handling.
• Minimum 5 years in process review and improvement.
• Strong leadership, people‑management, and NPS/Six Sigma expertise.

Required skills

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel
• Six Sigma methodology