Head of Partner Care Operations & Transformation

PJ Lhuillier Group of Companies; Makati; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

PJ Lhuillier Group of Companies is seeking a Support Operations and Transformation leader to own Partner Care from intake to closure. This role focuses on reducing manual work, backlogs, and resolution time through technology and process redesign, while not being a traditional contact center or CX role.

You will lead end-to-end investigations, manage cross-functional dependencies, and build analytics dashboards (Power BI/Genesys) to drive performance and team development in a banking/fintech

Qualifications

• At least seven years in banking or financial services with five in supervisory capacity.
• Experience in fintech, payments, digital banking, or e-wallet/remittance.
• Graduate in business/behavioral sciences; masters units preferred.

Responsibilities

• Lead Partner Care operations, ensuring cases are resolved accurately and within SLA and TAT targets.
• Oversee complex investigations end-to-end, with ownership of resolution.
• Manage backlogs, prioritize aging cases, and track service performance.
• Run root-cause analysis on recurring issues and drive permanent fixes.
• Redesign processes to cut manual effort and handoffs.
• Build dashboards (Power BI, Genesys) to give visibility into performance.
• Manage CRM and ticketing platforms to improve case tracking and reporting.
• Build, coach, and develop a high-performing team.

Skills

Leadership

Operations management

Process improvement

Cross-functional collaboration

Analytics

Education

Bachelor's degree in business/behavioral sciences

Tools

Power BI

Genesys

CRM software

Job description

PJ Lhuillier Group of Companies is seeking a Support Operations and Transformation leader to own Partner Care from intake to closure. This role focuses on reducing manual work, backlogs, and resolution time through technology and process redesign, while not being a traditional contact center or CX role.

You will lead end-to-end investigations, manage cross-functional dependencies, and build analytics dashboards (Power BI/Genesys) to drive performance and team development in a banking/fintech