Customer Experience Problem Manager

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!

ROLES AND 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

• If applicable, when assigned to a People Manager role:

  • Oversee day-to-day performance of team members, providing feedback and coaching to drive individual and team success

  • Conduct regular performance evaluations and ensure development plans are in place

  • Handle basic conflict resolution and ensure team morale is maintained

Resource may be assigned to deliver or oversee the delivery of any or all of the following processes areas:

Problem Management:

• Proactively identify problems based on incident trends, service performance data, and feedback from incident managers

• Maintain a problem register to log and track all identified problems, including their status, action plans, and resolution efforts.

• Drive or perform detailed investigations to determine the root causes of recurring incidents and service disruptions.

• Assess and prioritize problems based on business impact and risk, focusing on those that have the greatest potential for disruption.

• Where immediate resolution is not possible, develop and implement workarounds to minimize impact

• Coordinate efforts to implement permanent fixes, liaising with technical teams to resolve issues

• Document and manage known errors, ensuring that they are communicated to relevant teams and that workarounds are available when needed

• Lead post-resolution reviews to ensure successful implementation of fixes and that problems are fully resolved

• Provide regular reports on problem status, known errors, and resolution efforts to management and stakeholders

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