Digital Relationship Manager Supervisor

Salmon – Who We Are and What We Do

Salmon is a fast-growing consumer FinTech group, founded in July 2022 with the vision of creating the best credit-led, technology-centric bank in Southeast Asia. We chose the Philippines to be our first market and are now a licensed bank and consumer-lending group.

Salmon was founded by three Co-founders who built and held senior leadership positions at Tinkoff, a highly successful tech-enabled bank that reached a market capitalization of more than US$20bn.

Salmon has built a highly qualified and global team of finance and technology professionals and is backed by world-class investors, which include International Finance Corporation (a member of the World Bank Group), Lunate (an investment management vehicle affiliated to the sovereign wealth fund of Abu Dhabi), and other prominent Fintech investors.

We are building a financial technology business that works impeccably 24x365, creating thousands of jobs and providing high quality access to finance for millions of Filipinos — and would love to have you join us on this journey. The new world is ours to discover together.

Responsibilities

Performance Monitoring & Productivity Management

• Supervise daily productivity tracking across Digital Relationship Manager (DRM) teams, ensuring consistency, accuracy, and alignment with operational targets.
• Monitor individual and team performance across multiple digital campaigns and engagement channels, ensuring workload balance and output quality.

Reporting & Data Governance

• Prepare and distribute daily, weekly, and monthly performance reports that provide clear insights on agent output, engagement effectiveness, and campaign progress.
• Audit performance data regularly to ensure reporting accuracy, completeness, and compliance with internal standards and data handling policies.
• Maintain standardized reporting formats and scorecards to support leadership decision-making.

Analytics & Insights

• Analyze engagement and productivity trends to identify bottlenecks, conversion drop-offs, and improvement opportunities.
• Provide actionable, data-driven recommendations to improve performance, customer engagement results, and operational efficiency.
• Support management with forecasting insights, target-setting, and capacity planning based on performance and volume patterns.

Process Improvement & Standards Development

• Develop, implement, and enforce productivity standards, benchmarks, and best practices across digital relationship campaigns to ensure consistent measurement.
• Drive continuous improvement initiatives, including process automation opportunities and workflow optimization using available tools and dashboards.
• Coordinate performance interventions (coaching inputs, scripts/process refinement, routing adjustments) with Team Leaders.

Tool Utilization & Enablement

• Utilize tools such as Creatio, Webitel, and Grafana (or equivalent CRM/telephony/BI tools) to gather, validate, visualize, and present accurate performance data.
• Guide Team Leaders and agents on proper tool usage, documentation standards, and reporting discipline to improve adoption and data integrity.

Stakeholder & Cross-Functional Collaboration

• Collaborate with Quality Assurance, Workforce Management, Training, and Campaign Owners to align productivity goals with quality outcomes and customer experience standards.
• Support recognition and incentive programs by identifying top performers and consistent improvement achievers.

Confidentiality & Compliance

• Ensure all customer and performance data is managed with strict confidentiality and handled according to company policies and compliance requirements.

Requirements

Qualifications and Requirements

• 2–4 years experience in operations supervision, performance monitoring, customer engagement operations, or related roles (digital sales/relationship management preferred).
• Strong analytical skills with advanced Excel / Google Sheets capability (pivots, formulas, dashboards, data visualization).
• Experience using CRM, telephony, and reporting/BI tools (e.g., Creatio, Webitel, Grafana, or similar platforms).
• Strong leadership, organization, and attention to detail; ability to manage multiple campaigns and reporting priorities.
• Excellent communication and stakeholder management skills.
• Experience in process improvement and data-driven decision-making is a strong advantage.