Head of Operations (Senior Manager, Concierge Experience) (Fintech)

TL;DR

Head of Operations (Senior Manager, Concierge Experience) (Fintech): Building and leading a premium concierge service team for high-frequency senders in the international remittance space with an accent on service culture, quality benchmarks, and people leadership. Focus on designing high-touch customer experiences, optimizing operational SLAs, and ensuring strict compliance for high-value cross-border transactions.

Location: Based in Manila, Philippines

Company

A global fintech company specializing in international money transfers for millions of customers.

What you will do

• Build and lead the Concierge Experience team in Manila, managing the full employee lifecycle from sourcing to performance management.
• Establish service standards, operating procedures, and quality benchmarks for premium customer interactions.
• Drive CSAT and retention outcomes for the priority customer segment through hands-on quality management.
• Manage scheduling, capacity, and SLA coverage across various sending corridors and time zones.
• Ensure operational adherence to risk, compliance, and fraud prevention frameworks, specifically for high-value transactions.
• Collaborate with Product, Risk, and Compliance teams to advocate for customer needs and optimize tooling and automation.

Requirements

• 8+ years in customer operations or financial services, with at least 3 years in a people leadership role managing premium service teams.
• Experience in international remittance, cross-border payments, or similar financial services environment.
• Proven track record of hiring, developing, and retaining high-performing teams.
• Strong data proficiency to define metrics, spot trends, and drive informed decisions.
• Strong written and verbal communication skills for coaching and stakeholder presentations.

Nice to have

• Experience with HNI client services, private banking, or wealth management models.
• Familiarity with EDD, fraud patterns, and chargeback management.
• Experience managing both internal and outsourced delivery teams while maintaining a consistent service bar.
• Exposure to AI-assisted service tools or CRM-based personalization in customer operations.

Culture & Benefits

• Inclusive environment that celebrates diversity as an equal opportunity employer.
• People-first leadership culture focusing on empathy and professionalism.
• Opportunity to work within a global operations network.
• Environment that encourages ownership and investing in professional growth.