Head of Partner Care & Automation for Service Excellence

PJ Lhuillier Group of Companies; Philippines; Sur place; PHP 1 200 000 - 2 100 000; Plein temps

Résumé du poste

PJ Lhuillier Group of Companies in the Philippines seeks a Support Operations and Transformation leader to head the Partner Care department. The role develops, executes, and maintains effective support processes to minimize waste and optimize resources for clients and stakeholders.

He/She will transform the function into an automated, data-driven, and resolution-focused operation, developing strategies to streamline processes via analytics and cross-unit collaboration for improved partner

Qualifications

• Minimum of five (5) years of professional experience.
• At least three (3) years in a supervisory or managerial role.
• Preferred Background - Banking, fintech, payments, digital banking, or e-wallet/remittance experience.
• With extensive experience in crisis management and resolution of escalated concerns.

Responsabilités

• Oversee end-to-end case resolution and intake-to-closure.
• Reduce backlog and ensure target service levels (SLA/TAT).
• Drive automation and data-driven processes to improve efficiency.
• Collaborate with cross-unit stakeholders to improve outcomes and resolve issues.

Connaissances

Case investigation

End-to-end resolution

Backlog management

Root-cause analysis

Stakeholder alignment

Process redesign

Automation

Data analytics

Power BI

Outils

CRM systems

Ticketing platforms

Power BI

Automation tools

Description du poste

PJ Lhuillier Group of Companies in the Philippines seeks a Support Operations and Transformation leader to head the Partner Care department. The role develops, executes, and maintains effective support processes to minimize waste and optimize resources for clients and stakeholders.

He/She will transform the function into an automated, data-driven, and resolution-focused operation, developing strategies to streamline processes via analytics and cross-unit collaboration for improved partner