Head of Partner Care & Process Automation

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 Partner Care Head to develop, execute, and optimize support processes aimed at reducing waste and improving outcomes for clients and stakeholders. The role focuses on transforming the function into automated, data-driven, resolution-focused operations from day one.

You will lead cross-functional teams, ensure SLA/TAT targets, apply root-cause analysis, and leverage analytics and dashboards to drive service excellence in a regulated environment.

Qualifications

• Minimum of five (5) years of professional experience.
• At least three (3) years in a supervisory or managerial role.
• Experience in banking, fintech, payments, digital banking, e-wallet/remittance, or transaction support in a regulated environment.
• Extensive experience in crisis management and escalation resolution.

Responsibilities

• Lead complex case investigations, including transaction exceptions and disputes.
• Own end-to-end resolution from intake to closure.
• Manage backlogs and meet SLA/TAT targets.
• Perform root-cause analysis to prevent recurring issues.
• Redesign processes to improve quality, speed, and customer outcomes.
• Demonstrate exposure to automation, AI, analytics, and dashboards (Power BI).
• Hands-on experience with CRM and ticketing platforms.
• Ensure data privacy and integrity in all records and systems.

Skills

Leadership

Team management

Data analytics

Power BI

CRM systems

Tools

CRM platforms

Ticketing platforms

Job description

PJ Lhuillier Group of Companies is seeking a Partner Care Head to develop, execute, and optimize support processes aimed at reducing waste and improving outcomes for clients and stakeholders. The role focuses on transforming the function into automated, data-driven, resolution-focused operations from day one.

You will lead cross-functional teams, ensure SLA/TAT targets, apply root-cause analysis, and leverage analytics and dashboards to drive service excellence in a regulated environment.