VP Customer Service Operations (Fintech)

TL;DR

VP Customer Service Operations (Fintech): Providing executive leadership for Philippines-based customer service operations with an accent on operational realignment and institutionalizing standardized practices aligned with U.S. strategy. Focus on maturing the operating model, ensuring strict regulatory compliance, and building a sustainable leadership pipeline for future scale.

Location: Onsite in Taguig, Metro Manila, Philippines

Company

hirify.global is a financial services provider focused on helping customers achieve financial freedom through transformed financial lives.

What you will do

• Provide executive leadership for all Philippines-based customer service operations across multiple customer segments.
• Mature the operating model by establishing governance, decision rights, and performance standards aligned with U.S. leadership.
• Own operational accountability for KPIs, budget adherence, and regulatory compliance.
• Mitigate operational, regulatory, and reputational risks associated with offshore service delivery.
• Build a sustainable leadership pipeline and make critical talent decisions to address capability gaps.
• Drive improvements in cost-to-serve by increasing self-service adoption and reducing cost per call.

Requirements

• 10+ years of experience in financial services or contact center environments.
• 8+ years in progressively expanding leadership roles.
• FINRA Series 7, 24, 63, and 65 certifications are required.
• FINRA Fingerprinting is required.
• Fluency in English (written and spoken) is required.
• Bachelor’s degree required (or 10 years of additional relevant experience).

Culture & Benefits

• Flexible work environment with fluid career paths and a culture of internal mobility.
• Strong emphasis on purpose, well-being, and work-life balance.
• Inclusive environment that encourages volunteering for community causes.
• Focus on shared purpose and enterprise-wide collaboration across geographies.