**CLIENT**:
Our client is the leading Fintech/e-Wallet company in the Philippines.
**JOB DESCRIPTION**
- Ensure that concerns raised by company the executives and stakeholders, government agencies, platinum subscribers, high profile personalities (endorsers, social media influencers and the like), politically exposed people, and walk-in customers are addressed and resolved within the day or faster than the TAT (turnaround time) of regular customer service.
- Led insighting exercises from case studies, formulate action plans and coordinate with the appropriate departments for feedback and implementation.
- Determine cases that have potential financial, regulatory, and reputational risks.
Work with necessary departments to ask for inputs/guidance to mitigate the risks involved.
- Meet and exceed the KPIs (Key Performance Indicators) set for the team to achieve.
- Supports the team manager and performs management duties when the manager is unavailable or out of office.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Assists management with hiring processes and new team member training.
- Develops strategies to promote team member adherence to company regulations and performance goals.
- Conducts team meetings to update members on best practices and continuing expectations.
- Generates and shares comprehensive and detailed reports about statistics, team performance, mission-related objectives, and deadlines.
- Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints as needed.
**JOB QUALIFICATION**
- Ensure that concerns raised by company the executives and stakeholders, government agencies, platinum subscribers, high profile personalities (endorsers, social media influencers and the like), politically exposed people, and walk-in customers are addressed and resolved within the day or faster than the TAT (turnaround time) of regular customer service.
- Led insighting exercises from case studies, formulate action plans and coordinate with the appropriate departments for feedback and implementation.
- Determine cases that have potential financial, regulatory, and reputational risks.
Work with necessary departments to ask for inputs/guidance to mitigate the risks involved.
- Meet and exceed the KPIs (Key Performance Indicators) set for the team to achieve.
- Supports the team manager and performs management duties when the manager is unavailable or out of office.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Assists management with hiring processes and new team member training.
- Develops strategies to promote team member adherence to company regulations and performance goals.
- Conducts team meetings to update members on best practices and continuing expectations.
- Generates and shares comprehensive and detailed reports about statistics, team performance, mission-related objectives, and deadlines.
- Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints as needed.
- College graduate, preferably BS Finance, Management or any other courses related to business.
- Experience in resolving high-level escalations, complicated concerns, and managing high profile people and unmanageable customers.
- Exemplary analytical, creative, critical thinking, and customer service skills; has passion for innovation.
- Strong oral and written communication skills.
Fluent in English.
- Skilled in building relationships with leaders as well as technical teams to drive results.
- Minimum 5 years of managing a team with 20 members and above.
Excellent people management and leadership skills are required.
- Self-starter with strong work ethics and an ability to work independently.
- Strong organization, listening and problem-solving skills are critical.
- Excellent time management skills, detail oriented, able to handle multiple tasks simultaneously and display good follow-up skills.
- Ability to influence and inspire others.
- Past product and/or project management experience is a plus.
- Experience in building and scaling operations, particularly in a fast-paced FinTech environment.
- Assertive, customer-focused, gritty, keen to details, resilient, results-driven, resolution-oriented, and has malasakit.
**ACTIVE DATES**
Urgent hiring!