CX Incident 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!Role & ResponsibilitiesDesigns and implements system for quality management and continuous improvement of process or solutions for a business unitApplies developed subject matter knowledge to solve common and complex business problems within established guidelines and recommends appropriate alternativesExercises 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 failuresReviews audit and assessment results to identify trends and issues, perform root-cause analysis, develop recommendations for resolution and tract effectiveness of remediesContinuously 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 processProvides guidance and mentoring to less experienced staff membersIncident ManagementEnsure incidents are logged and recorded accurately with relevant details (e.g., time, impact, symptoms)Coordinate rapid incident investigation, diagnosis, and resolution by engaging relevant technical teamsEnsure appropriate escalation of incidents that cannot be resolved within established timelines or SLAsEnsure clear and consistent communication with stakeholders, including users, customers, and management, about incident status and resolution progressLead post-incident reviews for major incidents to identify lessons learned and improvement opportunitiesWhat We OfferOpportunity 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