Customer Service Representative Manager (Mandarin Speaker)

Position Title: Customer Service Manager (Mandarin Speaker) Reports To: Regional Customer Service Manager Job Summary We are looking for a high-caliber Operations Manager to lead and scale our local Customer Service and Operations teams for our Online Lending Platform (OLP) in the Philippines. This role is a critical link between regional strategy and local execution. You will be responsible for optimizing team structures, managing performance, and ensuring that our services align with local market nuances and regulatory standards.

Key Responsibilities

• Customer service excellence: Oversee the CS team, manage task allocation, and spearhead professional development and training
• System optimization: Continuously improve the intelligent CS system and streamline approval workflows to drive overall service efficiency
• Local operations leadership: Lead daily task execution for the local operations team and collaborate with CS to resolve user feedback and pain points
• Market intelligence: Conduct local market research and generate data-driven reports to inform business strategy
• Compliance & regulatory support: Assist with regulatory reporting and audits to ensure all processes strictly adhere to SEC and other local Philippine requirements
• Cross-border liaison: Act as the primary communication bridge between the Philippine team and regional HQ, providing strategic recommendations and business reports
• Ad-hoc tasks: Perform other duties as may be assigned by the supervisor or other superiors from time to time

Qualifications

• Industry expertise: Minimum of 35 years of management experience specifically within the Online Lending (OLP) or Fintech industry. Exceptional candidates from Financial Services or BPO sectors will also be considered
• Education: Bachelors degree or higher; however, a proven track record of exceptional experience may be considered in lieu of a degree
• Language proficiency: Must be proficient in English (written and oral). Proficiency in Mandarin is required for high-level coordination with HQ
• Local market insight: Deep understanding of the Philippine payment ecosystem (e.g., GCash, Maya, ECPay) and local consumer behavior
• Strategic leadership: Proven experience in managing teams during periods of rapid business scaling or organizational change