CX Incident Manager
GCash
Date: 2 weeks ago
City: Taguig
Contract type: Full time
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
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
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
- 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
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
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Web Publisher - LSEG Academy
LSEG,
Taguig
2 days ago
LSEG Academy is a global team of educators dedicated to providing enriching learning experiences for LSEG's customers. As part of a broader Customer Success function, our programs are designed to enhance proficiency in LSEG's products and solutions, while also offering educational opportunities in market and industry topics. All learning is hosted through the LSEG Learning Centre and our flagship products,...
Safety, Health, and Environment (SHE) Capabilities Specialist - Learning
Unilever,
Taguig
2 days ago
Unilever has robust external and internal commitments for protecting people, partners, community and planet. The Safety, Health and Environmental (SHE) community facilitates progress against those targets. Strong, solid and effective Capability in SHE throughout the organization is vital to effectively ensure SHE compliance across the organization and those it touches. This is ensured through global SHE Standards, Systems, Programs and...
Analyst I Project Management
DXC Technology,
Taguig
4 days ago
Job DescriptionEssential Job Functions: Support project managers in project execution and tracking Collaborate with project teams to understand project scope and objectives Contribute to monitoring project progress and assist in issue and risk management Participate in resource allocation and budget monitoring Assist in the preparation of project status reports for stakeholders Actively engage in training and learning opportunities to enhance...
