Service Manager

2 weeks ago

Taguig, National Capital Region, Philippines GCash Full time ₱104,000 - ₱130,878 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

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 products and solutions
  • 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 services 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

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