Manager, Client Support  

The Role: Manager, Client Support

The Location: Makati City, Philippines

The Team: The Site Management Team is the main point of contact for remote stakeholders. The team acts as a two way advocate between local team with their global functional managers, as well as a local representative for local site level initiatives and activities.

The Impact: The Manager shall have to work closely and collaborate with their functional counterparts to ensure continued career development, check and balance for performance management, and provides local context in day to day people management.

What’s in it for you:

• An opportunity to work with a wide variety of stakeholders across geographical locations
• Will have a departmental site level point of view of the operations
• Work with support groups to help ensure operational success

Responsibilities:

• Manages a subset of a support team or Product Operations function to establish and maintain high levels of client support. Acts as a local POC for PH based teams.
• Leads the sourcing and first round filtering effort. Supplements TA with finding the right talent in the local market.
• Has strong knowledge of the organization's products and services to appropriately address client inquires. Develops schedules and timelines for direct reports and deliverables
• Identifies issues to address customer needs amid product upgrades and new product launches.
• Partner, coordinate and work with local and global stakeholder. Interacts both externally and internally with closely related teams to develop client solutions.
• Ensures the necessary technology processes and procedures, and training are in place to service customers.
• Pursues improvements in efficiency related to client support or other value-add initiatives for clients. Identifies opportunities to develop models for clients.
• Creates on-boarding program and looks for innovative and creative ways to engage with new employees.

What We’re Looking For:

Basic Qualifications:

• Minimum 3 years’ experience in finance or related field; preferably in an SME, Team Lead or Management role
• Successfully implemented business improvements across multiple areas of the business
• Experience with Client Support is a must; experience with Data Operations & Collection can be considered
• Strong people skills and ability to adapt in a diverse and multi-cultural environment.
• Must have excellent communication, presentation and MS Office skills
• Must be willing to work in a night shift schedule.