Job Description
Role Description
The Associate Director of Service Operations is a full-time, on-site role based in Cebu, responsible for leading and optimizing service operations across Moder’s outsourcing engagements. This role oversees day-to-day operations for customer service and back-office teams supporting U.S. mortgage, insurance, and banking clients, ensuring high levels of service quality, efficiency, and regulatory adherence. The Associate Director will set operational KPIs, monitor performance metrics, and use data to identify trends, issues, and opportunities for process improvement. They will collaborate closely with client stakeholders and internal leaders to align delivery with client expectations, manage escalations, and drive continuous improvement initiatives. This role also includes building and mentoring operational leaders, standardizing workflows, implementing best practices, and coordinating with technology teams to leverage tools and automation that e...