CX Readiness Manager

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

General Responsibilities

• Designs and implements system for quality management and continuous improvement of process or solutions for a business unit

• Applies developed subject matter knowledge to solve common and complex business problems within established guidelines and recommends appropriate alternatives

• Exercises independent judgment within generally defined policies to identify and select a solution 

• Communicates data and issue analysis to stakeholders. Provide tangible feedback and proposes changes to business processes and policies to improve quality and minimize risk of failures

• Reviews audit and assessment results to identify trends and issues, perform root-cause analysis, develop recommendations for resolution and tract effectiveness of remedies

• Continuously review, analyze, and improve processes to increase efficiency, reduce risk, and enhance service quality.

• May act a sa team or project leader, providing direction to team activities and facilitates information validation and team decision making process

• Provides guidance and mentoring to less experienced staff members

• If applicable, when assigned to a People Manager role:

  • Oversee day-to-day performance of team members, providing feedback and coaching to drive individual and team success

  • Conduct regular performance evaluations and ensure development plans are in place

  • Handle basic conflict resolution and ensure team morale is maintained

Service Transition Management

• Develop and maintain transition plans for new or changed services, ensuring that all stakeholders are aware of their roles

• Identify, assess, and mitigate risks related to the transition of services, ensuring minimal impact on operations

• Collaborate with project teams, business units, and CXM teams to align service transitions with business needs

• Ensure that relevant knowledge is captured and transferred to operational teams through documentation, training, and knowledge sharing

• Provide enhanced monitoring and support during the initial phases after a service transition, ensuring prompt resolution of any issues

Service Validation

• Define test strategies, plans, and criteria for validating services to ensure they meet specified design, functionality, and performance standards

• Establish and agree on service acceptance criteria with stakeholders, ensuring all requirements are met before live deployment

• Conduct end-to-end validation of the service, including technical, functional, and user experience testing

• Identify, track, and resolve defects, working with development and operations teams to ensure issues are addressed before deployment.

• Assess the impact of issues found during validation on service performance and business operations

• Ensure that the service complies with all regulatory and organizational standards

• Document validation results, including test outcomes, defects, and overall readiness of the service, providing stakeholders with detailed reports

Continual Service Improvement (CSI):

• Continuously analyze service performance, feedback, and key metrics to identify areas for improvement

• Work with various tech and business teams to design and plan improvement initiatives that address identified gaps, inefficiencies, or emerging business requirements

• Oversee the implementation of approved service and process improvements, ensuring proper resource allocation and tracking progress

• Develop and track Key Performance Indicators (KPIs) and metrics to evaluate the success of improvement initiatives

• Gather and analyze feedback from customers, end users, and business stakeholders to drive improvement initiatives that are aligned with business priorities

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package