Head of Service Delivery

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

The position is responsible for the development, execution, and maintenance of effective support processes to minimize waste and optimize output and resource use for the benefit of clients/stakeholders. To ensure operational excellence of the team, the Partner Care Head effectively from day one, is able to keep service levels and case quality on target, is able to transform the function into a more automated, data-driven, and resolution-focused operation and is also responsible for developing strategies to improve and streamline processes through various methodologies, data analytics, and collaboration with relevant units.

KEY RESPONSIBILTIES

A. Operation

• Strong experience in complex case investigation, including transaction exceptions and disputes
• Proven ownership of end-to-end resolution, from intake to closure
• Track record of managing backlogs and meeting SLA/TAT targets
• Skilled in root-cause analysis to prevent recurring issues
• Experience managing cross-unit dependencies and aligning stakeholders toward resolution
• Ability to redesign processes to improve quality, speed, and customer outcomes
• Demonstrated exposure to automation, AI, analytics, and dashboards (e.g., Power BI)
• Hands-on experience with CRM and ticketing platforms
• Proven use of technology and process improvement to reduce manual work, unnecessary handoffs, and resolution time

B. Partner Service Management

• Ensures delivery of consistent, high-quality service in all interactions with internal partners.
• Designs and implements strategies and programs to strengthen internal partner engagement and satisfaction.
• Reviews service reports to identify improvement areas and address service delivery gaps.

C. Operations Management

• Manages day-to-day team operations, addressing escalated concerns to maintain service continuity.
• Monitors staffing levels, SLA compliance, and performance metrics to ensure operational efficiency.
• Conducts quality checks, investigates issues, and ensures data privacy and integrity in all records and systems.

QUALIFICATIONS

• Minimum of five (5) years of professional experience,
• At least three (3) years in a supervisory or managerial role, with proven ability to lead high-performing teams and manage service delivery operations
• preferred industry experience - banking, fintech, payments, digital banking, e-wallet/remittance, or transaction support or exception-management within a regulated environment
• With extensive experience in crisis management and resolution of escalated concerns