Lead, Case Management

5 days ago

Manila, National Capital Region, Philippines GCash Full time ₱300,000 - ₱600,000 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

The responsibilities of the role include ensuring that all tickets are closed within agreed Service Level Agreements (SLAs) and that relevant information is effectively communicated to the customer. The person in this role also facilitates the movement of tickets with different dependencies, resolving any delays caused by people, processes, or systems. They are responsible for managing all approval processes, particularly for refunds based on the level of authority (LOA). Additionally, they actively address any barriers that the team encounters, hindering the fulfillment of their goals. They handle, resolve, and report any edge cases to the support group, conducting a deep dive into the root cause and analyzing possible solutions. They also develop preventive measures to avoid recurring problems and analyze process flows to identify areas for improvement. The person in this role should have the ability to understand and analyze account numbers and trends, turning data into useful information for decision-making. They present weekly performance updates to senior management and provide insights on improving customer handling. They also initiate conversations and meetings with internal groups to address any issues related to current lines of business.

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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