Customer Experience Manager with Finance Background

2 weeks ago

Cebu City, Central Visayas, Philippines Smartsourcing Full time
Hi We're Smartsourcing, looking for a Customer Experience Manager with a Finance Background who can work with us full-time and on-siteWhere? Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, CebuAs a Customer Experience Manager with a Finance Background,

You will be the focal point for successfully implementing the client's extension office in Cebu, project plans, client-specific training, processes, procedures, and meeting deliverables within the Service Level Agreement (SLA) and timeline. You will have to ensure that all required KRA's/KPIs are followed and achieved. You will also organise and coordinate office operations and procedures to ensure organisational effectiveness and efficiency between the clients and Smartsourcing's Cebu team.

Some of the things we expect you to do are to:
  • Onboard new partners, conduct kickoff meetings and guide them through the discovery and implementation processes.
  • Collaborate with cross-functional teams such as account management, learning & growth, talent acquisition, technology experience, people & culture to ensure a smooth transition and effective adoption of Smartsourcing's processes and services.
  • Prepare client migration plan detailing the timeline including classroom-type training, process shadowing, supervised processing, independent processing, soft-cutover and hard-cutover.
  • Ensure the success and satisfaction of our partners through our collaboration.
  • Understand partners' goals, challenges, and needs and develop strategies to help them achieve their desired outcomes.
  • Proactively engage with partners to provide ongoing support, address any issues or concerns, and identify opportunities for expansion and development.
  • Serve as partners' trusted advisor, offering best practices, insights, and recommendations to maximise their return on investment and drive partner loyalty.
  • Monitor partner health metrics, such as usage patterns and reported issues to identify potential risks or areas for improvement.
  • Leverage partner health metrics to proactively reach out to partners, offer custom recommendations and prevent churn.
  • Collaborate with the account management team to identify growth opportunities, leveraging a deep understanding of partners' needs and requirements.
  • Nurture strong relationships with partners to drive revenue growth and achieve the business' retention and growth targets.
  • Review and monitor all invoicing requirements and ensure on-time collection of payments.
  • Oversee completeness and updates on the documentation of the partners' workflows and policies to ensure quality output and positive customer experience.
  • Develop associates and team leads to become A players through communication and collaboration.
We would need you to be or have the following:
  • A graduate of Bachelor of Science in Accountancy, preferably a CPA
  • A minimum experience of 5 years from accounting & finance shared-service centre (SSC) or business process outsourcing (BPO) at either supervisory or managerial level.
  • Experience in the end-to-end accounting process, month-end closing, year-end closing
  • Solid knowledge in internal controls from Master Data Management, General Ledger, Intercompany, A/R and A/P
  • Has implemented continuous improvement or Kaizen projects
  • At least trained in Lean Six Sigma Green Belt, must be yellow belt certified
  • Hands-on knowledge in capacity and utilization planning
  • At least 5 years of Client Relations, Stakeholder Management, Business Development, and Process & Systems Development experience or similar
  • Hands-on experience in Xero, Quickbooks or large-scale ERP systems Oracle, SAP
  • Working knowledge in financial analysis such as ratio, vertical and flux
  • Proficiency with Microsoft Office, GSuite and other computer applications
  • Experience in documenting workflows, work instructions and processes
  • Experience in constant client engagement and communication including issue resolution
  • Must have undergone basic phone customer service training and workshops
It would be awesome if you are or also have:
  • Outstanding interpersonal skills
  • Strong initiative skills, working both independently and as part of a team
  • Excellent skills in teamwork, leadership and communication
  • Aggressive strategist with proven ability to close deals via strong and persuasive closing skills
  • Strong attention to detail and accuracy
  • Ability to work efficiently on simultaneous assignments under tight deadlines with minimum supervision
  • Professional self-starter, high level of motivation, customer empathy and ethics
  • Strong analytical and reasoning abilities
  • Demonstrated success in building trust and maintaining long-term relationships
  • Ability to collect and analyze data, draw conclusions, and make actionable recommendations
  • Strong leadership with excellent verbal and written communication skills
  • Ability to work successfully with and influence all levels of the team
  • Exhibits a high degree of flexibility and ability to quickly adapt to new or unusual situations
  • Strong commitment and dedication to finish the job on time
  • Innovative, creative, dependable & flexible
  • Result-oriented and highly analytical
  • Self-starter, detail-oriented, highly organized and proactive
  • Honest and with high regard for integrity
Be a part of the Smartsourcing crew

Smartsourcing was born with the purpose of changing people's lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on Great Place to Work and HR Asia.

Here's why we think you'd love working at Smartsourcing...

At Smartsourcing, we're all about fostering a positive work environment for you. We're always looking for folks who are unafraid to be their absolute authentic selves because we value diversity and inclusion.

We're proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why It is so vital for us that you have a healthy work-life balance.

Some of our company perks include:
  • Above-industry salary package
  • Day Shift
  • Fixed weekends off
  • HMO coverage for you and your dependent/s after one (1) month
  • Free lunch every day
  • Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
  • Sports wellness clubs including free-diving
  • Subsidized gym membership at Anytime Fitness
  • Travel opportunities to Australia
  • Exclusive discounts in selected restaurants and merchants
  • And so much more

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