Head of Customer Care

About the role

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

Key responsibilities

• Deliver ULC’s NPS objectives by spearheading initiatives and collaborating across divisions.
• Manage teams responsible for customer escalations, CX optimisation, and support operations.
• Define and implement policies for contact‑center complaints, card servicing, and incident handling.
• Lead service‑quality projects, process improvements, and other customer‑centric programmes.
• Monitor section‑head performance to ensure KRAs and quality standards are met.
• Provide regular updates to senior management on customer service metrics and complaints.
• Represent the organization in bank‑wide and regulatory meetings (e.g., BSP, DTI).
• Control operating expenses within budget and oversee staff training and development.
• Drive functional excellence by reviewing KRAs, service‑quality standards, and process enhancements.

Required profile

• Bachelor’s degree required; advanced studies preferred.
• Minimum 5 years experience in service quality and management.
• Minimum 5 years experience in customer service and handling.
• Minimum 5 years experience in process review and improvement.
• Strong leadership and people‑management capabilities.
• Practitioner of NPS and Six Sigma methodologies.
• Technical expertise in process re‑engineering.

Required skills

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel