Support Operations and Transformation Head

PJ Lhuillier Group of Companies; Makati; Presencial; PHP 1.200.000 - 2.000.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Operations management

Process improvement

Cross-functional collaboration

Analytics

Educación

Bachelor's degree in business/behavioral sciences

Herramientas

Power BI

Genesys

CRM software

Descripción del empleo

About the Role

This is a Support Operations and Transformation leadership role running Partner Care. The ideal person owns complex cases from intake to closure, keeps backlogs and turnaround times on target, and uses technology and process redesign to reduce manual work, handoffs, and resolution time.
This is not a traditional contact center or CX role.

Key responsibilities

• Lead Partner Care operations, ensuring cases are resolved accurately and within SLA and TAT targets
• Oversee complex case investigations, including transaction exceptions and disputes, with end-to-end ownership of resolution
• Manage backlogs, prioritize aging cases, and track service performance
• Run root-cause analysis on recurring issues and drive permanent fixes
• Has strong experience in complex case investigation, transaction exceptions, and disputes
• Work with cross-functional units to resolve dependencies and speed up resolution while managing cross-unit dependencies
• Redesign processes to cut manual effort, unnecessary handoffs, and resolution time
• Has Proven end-to-end resolution ownership, with experience managing backlogs and SLA/TAT targets

• Lead automation, AI, and analytics initiatives, and build dashboards (e.g., Power BI, Genesys, etc) that give visibility into performance
• Manage CRM and ticketing platforms to improve case tracking, workflows, and reporting
• Build, coach, and develop a high-performing team

• Track record of using technology and process improvement to reduce manual work, handoffs, and resolution time

Qualifications

• Graduate of any business-related course or any behavioral science course (e.g. Psychology, Sociology, Social Science), preferably with Masters' Degree units
• At least seven (7) years' work experience within a bank or financial service industry and five (5) years in a supervisory/managerial capacity
• Background in banking, fintech, payments, digital banking, or e-wallet/remittance