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 the customer experience across insurance and financial service lines.

Key responsibilities

• Lead and manage customer service teams, setting performance standards and ensuring high‑quality service delivery.
• Design and implement customer experience strategies, monitor satisfaction metrics and drive continuous improvement.
• Handle escalated client issues, analyse service data and align processes with regulatory and company standards.
• Coordinate with product, operations and sales teams to enhance the overall customer journey.
• Coach and develop team leaders, optimise workflows and contribute to strategic decisions that strengthen loyalty and retention.

Required profile

• Strong background in customer service management, preferably in financial services or a related industry.
• Proven ability to improve customer satisfaction through data‑driven initiatives and process optimisation.
• Experience supervising frontline and supervisory staff, with talent development and performance management skills.
• Excellent communication, conflict resolution and stakeholder management abilities.
• Strategic thinking and analytical skills, including experience with service KPIs and continuous‑improvement methodologies.
• Bachelor’s degree in business, finance, management or a related field; advanced degree or certifications are a plus.
• Knowledge of insurance, investment or financial products and familiarity with local regulations.
• Fluency in Mongolian and strong proficiency in English.