Director, Elite Care, Client Services (Payments)

Location: Pasay, Manila, Philippines; at least 3 days in the office

Company

hirify.global is a global payments technology company facilitating transactions among consumers, merchants, financial institutions, and governments in more than 200 countries and territories.

What you will do

• Lead and develop Pasay-based teams supporting hirify.global clients globally.
• Direct global support operations across phone, email, and digital channels within a 24x7 model.
• Coordinate with Client Services, Product, and Technology stakeholders across regional and global organizations.
• Use performance metrics, client feedback, and operational insights to improve service quality, efficiency, and client outcomes.
• Oversee workforce planning, resource management, quality assurance, and service delivery governance.
• Accelerate adoption of digital solutions, automation, AI-enabled tools, and knowledge management capabilities.

Requirements

• Degree-level education or equivalent experience, with at least 12 years in payments or financial services, preferably in incident management or operational resilience.
• Exceptional English proficiency, including clear and concise client-facing reporting.
• Experience leading real-time incident response teams, managing complex incidents, and operating under pressure.
• Strong understanding of incident management frameworks, operational risk, and resilience.
• Experience leading global, multicultural teams, delivering large-scale programs, and driving process improvements.
• At least 3 days per week in the Pasay office, with schedule flexibility for weekends and holidays when required.

Nice to have

• Familiarity with hirify.global products and services.

Culture & Benefits

• Work in a collaborative and inclusive environment focused on accountability, innovation, and continuous improvement.
• Develop leaders and team members through coaching, talent development, succession planning, and engagement initiatives.
• Support strategic clients across the Asia Pacific region through global and regional collaboration.
• Contribute to digital transformation and AI-enabled improvements in client support operations.