Join our team as a key leader in the Consumer and Community Banking Customer Service organization. Shape the future of retail service in Cebu by leading a dynamic team and driving impactful strategies. Unlock your potential to deliver superior customer experiences and foster a culture of excellence. As an Executive Director for Retail Service within the Consumer and Community Banking Customer Service organization, you will lead enterprise and site-wide strategies to improve business results in Cebu. You will manage a team of approximately 800 employees, collaborating closely with other business leaders to enhance customer experience and operational efficiency.

Job responsibilities:

Exceed department KPIs and lead process improvement efforts across multiple sites. Provide leadership to direct reports, emphasizing staff development and managerial accountability. Manage financial goals, reviewing expense reports and forecasting expenses. Ensure compliance with regulatory requirements and manage risk and control within the business. Coordinate with US-based Functional business heads for efficient site operations. Run the business with discipline and strong controls to grow profitably. Assess and plan for future needs, recommending new methods and procedures. Create infrastructure for seamless communication and training on organizational changes. Collaborate with other CS leaders to manage processes holistically with a customer-focused approach. Develop world-class talent and industry-leading managers, ensuring employee satisfaction and retention.

Required qualifications, capabilities, and skills:

Bachelor's degree or equivalent work experience. Minimum 10 years of senior operations leadership experience managing large teams. Proven record in business innovation and delivering high-impact results. Strategic mindset with a track record of driving efficiency and process improvement. Excellent leadership and people management skills. Exceptional communication and interpersonal skills. Strong analytical and problem-solving abilities. Proactive, results-oriented, and able to work in a fast-paced environment. Working knowledge of risk and operational management concepts. Ability to work in a team environment and influence change and ability to coach and develop staff. Understanding of Program/Project management disciplines.

Preferred qualifications, capabilities, and skills:

Call center and customer service operations experience. Ability to work in a matrix environment. Strong analytical skills and advanced judgment capability. Adaptability to changing needs and deadlines. Budgeting, capacity planning, and forecasting experience. Experience and working knowledge of the US banking industry.