Director, Elite Care, Client Services

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

Company

hirify.global provides payments technology and transaction services for consumers, merchants, financial institutions, and government entities worldwide.

What you will do

• Lead the Pasay-based Elite Care Operations teams and build a high-performing culture focused on client success and operational excellence.
• Direct global support operations across phone, email, and digital channels within a 24x7 support model.
• Coordinate with Client Services, Product, and Technology stakeholders to improve client outcomes and resolve complex incidents.
• Use performance metrics, client feedback, and operational insights to improve processes, efficiency, and service quality.
• Lead workforce planning, resource management, quality assurance, and service delivery governance.
• Develop leaders and teams while driving adoption of digital solutions, automation, AI-enabled tools, and knowledge management.

Requirements

• Degree-level education or equivalent experience, with at least 12 years in payments or financial services.
• Experience in incident management, operational resilience, global support operations, or related functions.
• Exceptional written and spoken English, including clear, concise, client-friendly reporting.
• Ability to lead under pressure, coordinate complex incidents, and manage shifting priorities across global, multicultural teams.
• Experience delivering large-scale programs, improving processes, and managing stakeholders at all levels.
• Schedule flexibility is required, including support outside regular hours, weekends, and holidays when needed.

Nice to have

• Familiarity with hirify.global products and services.

Culture & Benefits

• Inclusive culture focused on collaboration, accountability, innovation, and continuous learning.
• Opportunity to support strategic clients across the Asia Pacific region.
• Work in a global 24x7 support environment with opportunities to influence operational strategy.
• Hybrid work arrangement with at least three office days per week.