Fintech job in the Philippines, apply online now.
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!
