CX Incident Manager

7 hours ago

F W City Center, Philippines GCash Full time ₱2,000,000 - ₱2,500,000 per year

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

Role & Responsibilities

  • Designs and implements system for quality management and continuous improvement of process or solutions for a business unit

  • Applies developed subject matter knowledge to solve common and complex business problems within established guidelines and recommends appropriate alternatives

  • Exercises independent judgment within generally defined policies to identify and select a solution 

  • Communicates data and issue analysis to stakeholders. Provide tangible feedback and proposes changes to business processes and policies to improve quality and minimize risk of failures

  • Reviews audit and assessment results to identify trends and issues, perform root-cause analysis, develop recommendations for resolution and tract effectiveness of remedies

  • Continuously review, analyze, and improve processes to increase efficiency, reduce risk, and enhance service quality.

  • May act a sa team or project leader, providing direction to team activities and facilitates information validation and team decision making process

  • Provides guidance and mentoring to less experienced staff members

Incident Management

  • Ensure incidents are logged and recorded accurately with relevant details (e.g., time, impact, symptoms)

  • Coordinate rapid incident investigation, diagnosis, and resolution by engaging relevant technical teams

  • Ensure appropriate escalation of incidents that cannot be resolved within established timelines or SLAs

  • Ensure clear and consistent communication with stakeholders, including users, customers, and management, about incident status and resolution progress

  • Lead post-incident reviews for major incidents to identify lessons learned and improvement opportunities

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

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