Manager, Service

3 weeks ago


Manila, National Capital Region, Philippines Globe Telecom, Inc. Full time

Do you want to take the first step in making Filipinos' lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation G ka ba? Join the G Nation today

Specific functions include but are not limited to the following:

Development of a comprehensive service management map that will serve as a guide on scope and limitations, and in identifying gaps and support needed for the set-up

Inventory documentation and deep understanding of all systems, platforms, and even manual processes affecting the delivery of New Businesses Group's services asolutions

Set-up and operations of a support team who will be in-charge of daily monitoring and reporting

Alignment with Product and Platform Managers, on health and security metrics and thresholds as bases for monitoring, alarm and escalation

Early detection of potential operational issues from various indicators outside of systems and platforms, such as tickets raised by customers, feedback provided by clients, complaints

captured from social media and other channels, and even sentiments shared by internal stakeholders.

Mobilization of cross-functional teams for issue management and resolution until case is closed

Consolidation, and development as needed, of policies, procedures and implementing guidelines for reporting, escalation, root cause analysis, basic troubleshooting, incident handling and resolution, as well as customer, client, and external stakeholders management if an issue arises

Active participation in various cadence and performance review meetings with relevant support groups to strengthen recognition of the team's role in the organization and ensure that activities affecting the New Businesses Group's services and solutions are captured

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package

GCash (G-Xchange, Inc.)

is the #1 Finance App in the Philippines. Through the GCash App, 81M registered users can easily purchase prepaid airtime; purchase from over 6M partner merchants and social sellers; send and receive money anywhere in the Philippines, even to
other bank accounts; pay bills at over 1,800 partner billers nationwide; and get access to savings, credit, loans, insurance and investments, and so much more, all at the convenience of their smartphones. GCash is a wholly-owned subsidiary of

Mynt (Globe Fintech Innovations, Inc.) since 2015.

Mynt (Globe Fintech Innovations Inc.)

is a leader in mobile financial services focused on accelerating financial inclusion through mobile money, financial services, and technology.

As an affiliate of Globe Telecom, Ant Group, Ayala, and various other global shareholders, Mynt provides secure, accessible, and convenient fintech solutions to individuals, businesses, and
organizations. Mynt is recognized as the Philippine's first and only duacorn with the support of its distinguished local and global shareholders. Mynt operates two fintech companies: GCash, a micropayment service that transforms the mobile phone into a virtual wallet, and Fuse, a tech-based lending company that enables Filipinos to get access to credit.

is a lending institution registered with the Philippine Securities and Exchange Commission that caters to the underserved and unbanked population in the Philippines,

aiming to create and sustain opportunities for growth and stability for individuals and businesses alike through responsible and fintech-enabled lending. Fuse's credit and lending
products are powered by GCash's in-house trust platform, GScore.

Fuse is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.)

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