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Strategy & Innovations Lead

GCash
Taguig Fulltime 100+

ROLES AND RESPONSIBILITIES

Does (The tasks/responsibilities that the role performs to address requirements in Key Result Areas)

        
  • Define the product strategy and roadmap for Customer Operations and Services Management
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  • Design and implement the future of Customer Management through technology and enablement
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  • Implement self-service initiatives to decrease agent dependence
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  • Define and implement automation initiatives, bridging data and technology through the use of RPAs, SDKs, APIs, and other available technologies
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  • Facilitate process audits and identify opportunities to cut down manual work
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  • In charge of enablement of the Service Process through platform management and solutions automation
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  • Provide a deep understanding of customer’s experience and product health check through service data

Displays (The Knowledge, Skills, and Behaviors indicating how tasks/responsibilities will be performed)

        
  • Good business acumen and ability to bridge technology and operations to business and strategy
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  • Thinking beyond the box, and a strong sense of dissatisfaction with anything repeating and mechanical
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  • Agile mindset
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  • Excellent innovation skills and capable of understanding APIs and SDKs
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  • With proven analytical and problem-solving skills and the ability to successfully adapt to changes that impact the needs of the business
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  • Strong sense of commitment

KPIs

        
  • Reduction in Manual Handling
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  • Shifting operations to self-service

QUALIFICATIONS (Minimum requirements in terms of experience and background, skills and competencies for sourcing purposes)

        
  • At least 5 years experience in an innovations culture and fast-paced environment dealing with evolving Customer Experience
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  • Ideally Six Sigma-certified
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  • Preferably an Industrial or Management Engineering or Computer Science graduate and strong on both technical and process skills
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  • Possesses strong business acumen, problem-solving and critical thinking skills
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