Director of Customer Service

About the role

The Director of Customer Service will lead the customer service function for Mandal Financial Group in Ulaanbaatar. This senior, full‑time position is responsible for shaping strategy, ensuring high‑quality service, and driving customer satisfaction across the group’s financial businesses.

Key responsibilities

• Manage and develop customer service teams, set performance metrics and monitor service quality.
• Resolve complex or escalated customer issues and oversee the handling of critical incidents.
• Collaborate with product, operations and sales teams to improve customer journeys and streamline processes.
• Design and deliver training programmes and optimise service channels.
• Leverage customer data, KPIs and analytics to drive continuous improvement in the customer experience.

Required profile

• Proven expertise in customer service management within financial services, insurance, banking or asset management.
• Strong track record of leading high‑performance, customer‑focused teams.
• Excellent communication, problem‑solving and stakeholder‑management abilities.
• Experience using data and analytics to inform service decisions.
• Bachelor’s degree in business, finance, management or related field; advanced degree is a plus.
• Fluency in Mongolian and strong proficiency in English.

Required skills