Key Responsibilities:
 

• Enhances service levels and ensures the team meets quality, volume, and timeliness objectives (SLAs/KPIs).
• Drives operational excellence through adherence to business needs, budgets, and best practices.
• Leads initiatives such as UAT approvals, efficiency projects, and the closure of GRC/Internal Audit Action Plans, significantly impacting customer, operational, and project outcomes.
• Oversee daily R2R operations, ensuring alignment with organizational goals and timely delivery.
• Adapt strategies to address operational and resource challenges, and ensure the accuracy of R2R Taxonomy, process models, and SOPs.
• Lead and guide teams in resolving complex challenges, maintaining high standards of accuracy and compliance.
• Collaborate with senior management to drive performance improvements and ensure adherence to corporate policies.
• Manage and prioritize multiple delivery teams, mentor employees, and lead high-risk projects.
• Conduct reconciliation of inventory every month and make sure that the market will closed every WD+3.
   

Knowledge & Expertise
 

• Expertise in fostering a shared service mindset, optimizing operations through centralized processes, and collaborative efficiency
• Deep understanding of R2R procedures and practices, with a basic knowledge of O2C and P2P processes.
• Expertise in managing operations across multiple markets, with the ability to improve efficiency through collaboration with Finance, Commercial, and Product/Tech teams.
• Familiarity with business directives and billing strategies to enhance operational efficiency and drive business outcomes.
   

Skills
 

• Formal supervisory experience, managing priorities and deadlines for multi-cultural teams.
• Mentoring and supporting employees to advance their careers.
• Leading projects with significant risk and resource needs, and overseeing complex business reviews.
• Use judgment to resolve short-term issues and coach others on problem-solving techniques.
• Address complex problems with informed decision-making, acting as a point of escalation for significant issues.
• Employ tact and diplomacy in addressing sensitive issues and exchanging information.
• Communicate complex concepts clearly, anticipate objections, and influence others effectively.
• Manage conflicts and foster collaboration to achieve shared objectives.
• Can roll up your sleeves

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support Representative work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

• 2 years of technical support experience: Preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
•  Ability to thrive in a dynamic and evolving environment – must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions. 
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
•  Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision.

Plus Requirements

• Support the team by executing initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
•  Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
• Flexible work schedule.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired. 

• Private Health Insurance
• Paid Time Off
• Training & Development
• Mental Health Program
• Philhealth Coverage

• Taking responsibility: You will handle customer enquiries in writing and by telephone in English. You will support customers with their extensive requests concerning various digital topics such as vehicle applications and the like.
• Think comprehensively: In case of challenges with booked services in the vehicle you are the first point of contact and present possible solutions to the customer in 1st or 2nd level support.
• Implement reliably: Forwarding technical issues to the appropriate departments is just a part of your responsibilities aside from communicating with specialist centers. You will also educate our customers on the existing digital product portfolio.

• Follow up customer calls
• Responds to customer’s email inquiries in a timely manner
• Process orders, forms, and claims
• Provides product and service information to customers
• Manages and updates customer databases
• Data processing and maintaining accurate Customer and Material Master Data
• Management of B2B system updates and processing uploads
• Research required information using available resources
• Manages and resolves customer complaints

Shift Assignment: Night Shift

Work closely with the E&S Casualty underwriting and actuary teams to intake, organize and analyze submission data to create the most optimal rates for the business unit. We provide a broad array of specialized products and services to the energy industry. These policies generally cover general liability, automobile, umbrella.  

The Underwriting Service Specialist will help underwriters and actuaries analyze insurance submissions. They will review the applicants’ data (the “submission”); clean, organize and capture data such as class, historical exposures, loss runs, pricing, etc. to refine our target rates. This candidate will get a better understanding of how we underwrite and price business. 

• Review insurance submission documents and data for eligibility and completeness.
• Organize submission data into categories based on class, exposure, losses, pricing, etc.
• Work with E&S Casualty underwriters to learn key information we need to collect.
• Use the information collected from submissions and work with the Actuarial Department to refine target pricing strategy.

Shift Assignment: Night Shift

Work closely with the E&S Casualty underwriting and actuary teams to intake, organize and analyze submission data to create the most optimal rates for the business unit. We provide a broad array of specialized products and services to the energy industry. These policies generally cover general liability, automobile, umbrella.  

The Underwriting Service Specialist will help underwriters and actuaries analyze insurance submissions. They will review the applicants’ data (the “submission”); clean, organize and capture data such as class, historical exposures, loss runs, pricing, etc. to refine our target rates. This candidate will get a better understanding of how we underwrite and price business. 

• Review insurance submission documents and data for eligibility and completeness.
• Organize submission data into categories based on class, exposure, losses, pricing, etc.
• Work with E&S Casualty underwriters to learn key information we need to collect.
• Use the information collected from submissions and work with the Actuarial Department to refine target pricing strategy.

Shift Assignment: Night Shift

Work closely with the E&S Casualty underwriting and actuary teams to intake, organize and analyze submission data to create the most optimal rates for the business unit. We provide a broad array of specialized products and services to the energy industry. These policies generally cover general liability, automobile, umbrella.  

The Underwriting Service Specialist will help underwriters and actuaries analyze insurance submissions. They will review the applicants’ data (the “submission”); clean, organize and capture data such as class, historical exposures, loss runs, pricing, etc. to refine our target rates. This candidate will get a better understanding of how we underwrite and price business. 

• Review insurance submission documents and data for eligibility and completeness.
• Organize submission data into categories based on class, exposure, losses, pricing, etc.
• Work with E&S Casualty underwriters to learn key information we need to collect.
• Use the information collected from submissions and work with the Actuarial Department to refine target pricing strategy.

Shift Assignment: Night Shift

Work closely with the E&S Casualty underwriting and actuary teams to intake, organize and analyze submission data to create the most optimal rates for the business unit. We provide a broad array of specialized products and services to the energy industry. These policies generally cover general liability, automobile, umbrella.  

The Underwriting Service Specialist will help underwriters and actuaries analyze insurance submissions. They will review the applicants’ data (the “submission”); clean, organize and capture data such as class, historical exposures, loss runs, pricing, etc. to refine our target rates. This candidate will get a better understanding of how we underwrite and price business. 

• Review insurance submission documents and data for eligibility and completeness.
• Organize submission data into categories based on class, exposure, losses, pricing, etc.
• Work with E&S Casualty underwriters to learn key information we need to collect.
• Use the information collected from submissions and work with the Actuarial Department to refine target pricing strategy.

Michael & Associates, Attorneys At Law is a criminal defense law firm based in Austin, Texas. We are a boutique firm that provides high end, white glove legal representation to clients being charged with criminal offenses anywhere in the state of Texas. Our firm is suited to handling any criminal offense, no matter how large or small; anything from petty theft to murder. The clients who hire Michael & Associates are looking for the best of the best, and they expect to get what they pay for.

We are looking for a Legal Assistant who can support the attorneys by drafting and filing legal documents, reviewing evidence, and contacting clients as well as official court staff on behalf of the firm. The candidate will also be responsible for billing and admin tasks, customer-related duties, and creating and sending invoices.

• We are seeking candidates with highly effective English communication skills, both written and verbal, to ensure successful collaboration with our diverse team and stakeholders. Fluency close to native-level proficiency is preferred.
• A minimum of 5 years of experience in the BPO customer service industry is required. Experience in billing and invoicing is a plus.
• Candidates must have their own laptop or PC, a high-quality headset, high-speed internet, and a backup connection. They must also be amenable to working night shifts and overtime.

This is an established firm that has extensive experience working with individuals in long term 40+ hour full time capacity.  We will view this team member as a crucial piece of the team and will provide the needed training to get up to speed quickly.

• Salary Range: $6 – $9 per hour (based on your experience and performance)
• Enjoy a permanent work-from-home setup!

Michael & Associates, Attorneys At Law is a criminal defense law firm based in Austin, Texas. We are a boutique firm that provides high end, white glove legal representation to clients being charged with criminal offenses anywhere in the state of Texas. Our firm is suited to handling any criminal offense, no matter how large or small; anything from petty theft to murder. The clients who hire Michael & Associates are looking for the best of the best, and they expect to get what they pay for.

We are looking for a Legal Assistant who can support the attorneys by drafting and filing legal documents, reviewing evidence, and contacting clients as well as official court staff on behalf of the firm. The candidate will also be responsible for billing and admin tasks, customer-related duties, and creating and sending invoices.

• We are seeking candidates with highly effective English communication skills, both written and verbal, to ensure successful collaboration with our diverse team and stakeholders. Fluency close to native-level proficiency is preferred.
• A minimum of 5 years of experience in the BPO customer service industry is required. Experience in billing and invoicing is a plus.
• Candidates must have their own laptop or PC, a high-quality headset, high-speed internet, and a backup connection. They must also be amenable to working night shifts and overtime.

This is an established firm that has extensive experience working with individuals in long term 40+ hour full time capacity.  We will view this team member as a crucial piece of the team and will provide the needed training to get up to speed quickly.

• Salary Range: $6 – $9 per hour (based on your experience and performance)
• Enjoy a permanent work-from-home setup!

Michael & Associates, Attorneys At Law is a criminal defense law firm based in Austin, Texas. We are a boutique firm that provides high end, white glove legal representation to clients being charged with criminal offenses anywhere in the state of Texas. Our firm is suited to handling any criminal offense, no matter how large or small; anything from petty theft to murder. The clients who hire Michael & Associates are looking for the best of the best, and they expect to get what they pay for.

We are looking for a Legal Assistant who can support the attorneys by drafting and filing legal documents, reviewing evidence, and contacting clients as well as official court staff on behalf of the firm. The candidate will also be responsible for billing and admin tasks, customer-related duties, and creating and sending invoices.

• We are seeking candidates with highly effective English communication skills, both written and verbal, to ensure successful collaboration with our diverse team and stakeholders. Fluency close to native-level proficiency is preferred.
• A minimum of 5 years of experience in the BPO customer service industry is required. Experience in billing and invoicing is a plus.
• Candidates must have their own laptop or PC, a high-quality headset, high-speed internet, and a backup connection. They must also be amenable to working night shifts and overtime.

This is an established firm that has extensive experience working with individuals in long term 40+ hour full time capacity.  We will view this team member as a crucial piece of the team and will provide the needed training to get up to speed quickly.

• Salary Range: $6 – $9 per hour (based on your experience and performance)
• Enjoy a permanent work-from-home setup!

• Take responsibility: Receives and professionally respond to user inquiries and requests, offer premium services in your daily contact with automobile customers, handles and resolves eCall (emergency calls) and iCall inquiries (Informational services/conceirge)
• Reliable implementation: Follow up on open cases/ tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions for reference
• Conscientious coordination: Keep customer updated of case status and resolution times

• Answers incoming phone calls
• Follow up customer calls where necessary
• Responds to customer’s email inquiries in a timely manner
• Process orders, forms, warranty and claims
• Provides product and service information to customers
• Manages and updates customer databases
• Data processing and maintaining accurate Customer and Material Master Data
• Research required information using available resources
• Manages and resolve customer complaints
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Administrative and Ad hoc tasks (e.g., marketing related, update master data such as credit limit, customer information through raising Workon etc.)

Key Responsibilities:

• Enhances service levels and ensures the team meets quality, volume, and timeliness objectives (SLAs/KPIs).
• Drives operational excellence through adherence to business needs, budgets, and best practices.
• Leads initiatives such as UAT approvals, efficiency projects, and the closure of GRC/Internal Audit Action Plans, significantly impacting customer, operational, and project outcomes.
• Oversee daily R2R operations, ensuring alignment with organizational goals and timely delivery.
• Adapt strategies to address operational and resource challenges, and ensure the accuracy of R2R Taxonomy, process models, and SOPs.
• Lead and guide teams in resolving complex challenges, maintaining high standards of accuracy and compliance.
• Collaborate with senior management to drive performance improvements and ensure adherence to corporate policies.
• Manage and prioritize multiple delivery teams, mentor employees, and lead high-risk projects.
• Conduct Monthly/Quarterly Business Reviews (MBRs/QBRs), providing strategic insights and driving cross-functional collaboration.

Knowledge & Expertise:

• Expertise in fostering a shared service mindset, optimizing operations through centralized processes, and collaborative efficiency
• Deep understanding of R2R procedures and practices, with a basic knowledge of O2C and P2P processes.
• Expertise in managing operations across multiple markets, with the ability to improve efficiency through collaboration with Finance, Commercial, and Product/Tech teams.
• Familiarity with business directives and billing strategies to enhance operational efficiency and drive business outcomes.

Skills:

• Formal supervisory experience, managing priorities and deadlines for multi-cultural teams.
• Mentoring and supporting employees to advance their careers.
• Leading projects with significant risk and resource needs, and overseeing complex business reviews.
• Use judgment to resolve short-term issues and coach others on problem-solving techniques.
• Address complex problems with informed decision-making, acting as a point of escalation for significant issues.
• Employ tact and diplomacy in addressing sensitive issues and exchanging information.
• Communicate complex concepts clearly, anticipate objections, and influence others effectively.
• Manage conflicts and foster collaboration to achieve shared objectives.

We are looking for a highly motivated Travel and Expense Specialist  to perform accounting and clerical tasks related to the efficient maintenance and processing of employee travel and expense transactions in order to ensure effective and accurate financial and administrative operations. This role reports to the Manager, T&E Service Delivery and will be based at foodpanda’s Service Delivery Centre in Taguig, Philippines.

Responsibilities:

• Perform day to day processing of employee travel and expense reports in a timely manner
• Audit employee expense reports to ensure compliance with regulatory and internal policy requirements
• Assist employees with questions regarding the Travel and Expense Policy, SAP Concur, and general inquiries regarding business travel and expenses
• Deliver excellent technical and non-technical support for T&E related processes and system solutions
• Develop and maintain documentation regarding expense reimbursements, including training materials, standard operating procedures, correspondence, and website documentation
• Order, apply, assign, and coordinate cancellations for corporate credit cards (including virtual credit card)
• Record and pull data from SAP Concur and the corporate/virtual credit card vendor system
• Process daily accounting and attendee extracts and upload into partnering systems
• Month end reconciliation (Concur claims); Statement of Account/Invoice Reconciliation
• Process travel requests, advance payment requests and expense reports
• Helpdesk/Inquiry Handling
• Provide support in compliance relevant aspects: reporting, investigation of specific cases, analysis of expense reports
• Work with Travel Management Company (TMC) and function as second level escalation point for offline support
• Assist in the implementation of any functional changes to the expense reimbursement systems or procedures, ensuring related assignments are carried out in an efficient, effective and timely manner, and communicated effectively
• Liaise with internal and/or external auditors to provide documentation as required
• Undertake other duties as assigned by the APAC Travel Management and AP teams

We are looking for an Associate, AP Service Delivery to join our growing team in Finance based in our shared service centre in our Taguig, Philippines office!

Responsibilities: 

• Perform day to day invoices processing, 3-way matching for all incoming invoices and related documentation
• Review and verify the accuracy and completeness of all incoming invoices and related documentation received
• Ensure that all data is accurately input during processing
• Verify vendor accounts by reconciling monthly statements and related transactions
• Maintain accurate and organized records of all processed invoices and all related documentation
• Address discrepancies, errors, or issues with processing, and communicate with stakeholders  to resolve problems promptly
• Maintain positive relationships with all stakeholders and respond in a professional and timely manner
• Collaborate with various departments to obtain necessary approvals for non-standard invoices and all related documentation processing
• Adhere to company policies, accounting standards, and legal requirements in all accounts payable processes
• Stay informed about changes in regulations and contribute to compliance efforts
• Ad-hoc finance requests, projects or administrative support to the finance team

Responsibilities:

Primary

• Collaborate with process stakeholders to ensure effective and efficient process operations. 
• Own and manage the service delivery and performance with defined SLAs/KPIs.
• Ensuring the process complies with any regulations and internal controls/risk management measures
• Able to prepare detailed reporting, provide analysis or insights on various data/reports and present performance results to relevant stakeholders in governance forums (e.g. Monthly, Quarterly Business Review...etc).  

Others:

• Ensure maintenance of process documentation (i.e. Process models, Standard Operating Procedures) 
• Liaise with Central (Delivery Hero), Regional and GRC on managing relevant policies and procedures affecting AP processes
• Assess change requests, prepare decision making and foster implementation
• Actively help to solve systemic or complex issues and problems in an effective manner
• Support internal and external audits

About the job

Reporting to the Customer Care Centre Team Leader, this AGENT role is responsible to build and retain a long-lasting relationship with new and existing customers in a multi-channel retail environment by valuing and fulfilling customer needs and expectations, understanding customer motivation and expectations, and ensuring a positive shopping experience that creates trust in the IKEA Brand. Among other tasks, this involves experience in customer handling to ensure the satisfaction of the customers who contact us directly through the contact centre in all media platforms.

Your assignment

• You are passionate about getting a good solution for your customers by identifying the customers’ needs and using your knowledge of the IKEA systems and processes to offer solutions.
• You take ownership for resolving your customer’s individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised.
• You understand the impact of service time responses on the customers’ level of satisfaction and work both individually and with your colleagues to ensure that you match your agreed service levels.
• You have a good knowledge of store operations to offer appropriate solutions to the customers, giving advice on add-on sales, thereby encouraging them to buy more.
• You are listening to your customers and anticipating their needs, promoting IKEA products and services to improve their home-to-home shopping experience.
• You actively seek feedback and give feedback constructively to your colleagues in order to improve the shopping experience of all customers.
• You will be providing support and assistance to Singapore customers and ensuring best customer experience with IKEA tone of voice.
• You are available to help and support co-workers in your own department and other areas of the contact centre when your manager needs me to do so.
• You ensure our contact centre is always a safe and secure environment for visitors and co-workers.
• You take a keen interest in the performance of IKEA and keep yourself informed about results and look for more effective ways of working to reduce costs.
• You are passionate about getting a good solution for your customers by identifying their needs and using your knowledge of the IKEA systems and processes to offer solutions. This allows your customers to make informed choices which leads to sales growth and profitability.
• You have ownership for resolving your customer’s individual concerns; communicating a realistic timeline for the resolution of such concerns and keeping them informed as promised.
• You are empathetic and understand when your customers are angry and upset by their shopping experience. You remain calm and helpful, offering solutions to ensure they are satisfied with the overall service level and be able to maintain our relationship with them.
• You encourage customers to give feedback which you use to improve your services to them and share with your manager to improve how the centre operates.

AECOM GBS Manila is looking for Service Delivery Sr. Specialist - Time & Labor that will oversee the overall timekeeping process. This position will work on a night shift and will go to the office at least once/twice a week.

• Performs moderately complex to complex time and labor processes to support the overall timekeeping services in compliance with service level agreement, process, policies, and procedures.
• Reviews timesheets and verifies attendance or hours worked in line with standard methodologies and processes.
• Performs weekly close process to ensure accurate posting of timecard transactions.
• Creates and reviews period-end reports such as post-payroll reports based on the stakeholder’s requirements.
• Run nightly revenue process.
• Answers moderately complex to complex timekeeping inquiries using company systems based on standard procedures.
• Escalates issues and recommends resolutions to the Team Lead in a timely manner.
• May support junior members of the team in addressing routine issues within the assigned processes.
• Maintains the SOP/DTP of current processes and incorporates documentation updates as required.
• Proposes alternatives in identified issues and assists in investigating and in resolving common and unusual issues.
• Contributes to various and simultaneous process improvement initiatives to streamline processes, improve customer experience, and increase productivity.
• Participates in audit-related activities.
• Contributes specialized expertise to different assigned projects and may provide key updates to Team Lead and Manager.
• Performs ad hoc tasks as requested or assigned.

ABOUT US 

BSA Solutions offers talent outsourcing services to small and medium-sized businesses. We provide access to highly skilled professionals, enabling global businesses to build their dream teams in the Philippines and Malaysia. Our vision is to create a community of successful companies where talented individuals can meet and collaborate. We encourage our talents to push their limits, embrace their potential, and passionately pursue greatness. We pride ourselves on delivering exceptional results to our clients through our personalized service and our in-depth knowledge of the markets we serve. 

HEADLINE 

Are you an enthusiastic and driven individual with a passion for recruitment and candidate care? Do you have excellent communication and interpersonal skills? If so, we have an exciting opportunity for you! Join our client's team and make a meaningful impact in attracting and retaining a high-quality workforce in the healthcare industry in Sydney, Australia. 

Join our vibrant team as a CLIENT SERVICE RECRUITER and play a pivotal role in building a community of successful companies. Apply now with your updated resume and a cover letter highlighting your relevant experience. We look forward to reviewing your application and discovering the talent you bring to the table. 

• This is a full-time role, from 6:00 am – 3:00 pm, Monday to Friday, Dayshift. 
• This is an office-based position in central Cebu City 
• Competitive Salary Package (26K) + generous benefits + personalized learning and development. 

ABOUT THE ROLE 

As a Client Service Recruiter, you play a pivotal role in building strong relationships through exceptional candidate care. You will lead recruitment efforts, utilise social media for candidate sourcing, and collaborate with the team to meet client goals. Your role involves being the first point of contact for candidates, understanding and enforcing policies, and maintaining relationships. 

Key Responsibilities

• Lead recruitment efforts to attract, select and onboard high quality workforce members.
• Be the first point of contact to respond to workforce member’s inquiries and concerns.
• Understand client’s policies and procedures, ensuring that all workforce members adhere to these and are compliant.
• Understanding of NDIS and the SCHADS Award
• Continuously build strong relationships with workforce members by providing a high level of candidate care and service.
• Maintain and grow relationships with existing and new members.
• Collaborate with allocations team to effectively build a strong workforce for specific areas as required
• Continually sourcing experienced candidates via social media
• Work as part of a team to ensure client’s goals and objectives are met.

Competencies Required

• Communication Skills: Clear and effective communication is essential for interacting with candidates, hiring managers, and colleagues. This includes verbal, written, and interpersonal communication skills.
• Interpersonal Skills: Ability to build rapport and establish relationships with candidates and allocation team. Being empathetic, approachable, and personable is crucial.
• Organizational Skills: Recruiters need to manage multiple tasks simultaneously, including scheduling interviews, coordinating with allocators, and keeping track of candidate pipelines.
• Time Management: Prioritizing tasks and managing time effectively to meet deadlines and keep the recruitment process on track.
• Problem-Solving Skills: Ability to identify challenges in the recruitment process and develop creative solutions to overcome them.
• Attention to Detail: Ensuring accuracy in job descriptions, candidate documentation, and other recruitment-related materials is vital.
• Technology Proficiency: Familiarity with client’s applicant HR systems, job boards, social media platforms, and other recruitment tools and technologies.
• Knowledge of Employment Regulations: Understanding of relevant employment policy and procedures, regulations, and best practices, including NDIS and SCHADS Award.
• Candidate Assessment Skills: Assessing candidates' qualifications, skills, and fit for specific roles through interviews, assessments, and other evaluation methods.
• Cultural Awareness and Diversity & Inclusion: Recognizing and valuing diversity in the candidate pool and promoting an inclusive hiring process.
• Adaptability and Flexibility: Ability to adapt to changing priorities, business needs, and market conditions.
• Confidentiality: Handling sensitive information with discretion and maintaining confidentiality throughout the recruitment process.

• Bachelor’s degree in Business Administration, Human Resources, or a related field. 

• Minimum 2+ years of recruitment or talent hiring internationally. 
• Understanding of NDIS and the SCHADS Award of Australia. 
• Excellent communication and interpersonal skills. 
• Excellent verbal and written English and interpersonal skills to interact with clients and candidates effectively.  
• Excellent computer skills and ability to pick up new systems with ease.  
• High sense of urgency and speed of delivery without compromising on quality  
• Ability to work independently and collaboratively as part of a team in a fast-paced environment. 
• Strong sense of accountability and reliability to produce quality output in line with legislation and internal processes. 

BSA Solutions, Inc. emphasizes in:

• Providing you with competitive compensation and benefits that exceed market standards and the Labor Law.
• Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs.
• Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success.
• Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness.
• Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities.
• Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life.
• Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development.
• Encourages you to appreciate each moment and find balance in your lives, being fully present, cultivating mindfulness, and finding joy in the present.
• Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness.

Join us and connect and collaborate with bright minds. Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for you, the client, and the company. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or other characteristics.

The Senior Customer Support Coordinator will be responsible for maintaining good relations with our clients. This position will report directly to the Customer Support Supervisor.

Key Responsibilities include:

• Communicating efficiently with clients: providing quotations, processing orders, and responding to messages;
• Handling some sensitive issues, such as when a client needs a polite reminder to pay an overdue invoice;
• Helping our clients to use our online platform and encourage them to try out its many useful functions;
• Build and maintain strong relationships with stakeholders across diverse cultural backgrounds, ensuring their needs are identified and fully met;
• Support the Finance team in timely invoicing and payment collection, meeting Days Sales Outstanding (DSO) targets;
• Engage in day-to-day communication with key contacts from both internal and external clients, ensuring follow-up on activities and resolutions to open issues;
• Actively contribute in team meetings in different time zones, providing input to resolve challenges and enhance overall service quality; and
• Apply data analytics to evaluate service quality metrics, analyze performance trends, and make data-driven decisions to improve service delivery.

We are looking for a highly-driven and motivated individual to take the role of the Team Lead, Global Service Desk. The role is a key leader in the Global Service Desk (GSD) team in the Enterprise Technology Services' (ETS) organisation. She/he will oversee the operations and performance of the company's global service desk function. This role requires a strong leader with exceptional communication, technical, and problem-solving skills to ensure that our IT service desk provides efficient and practical support to users across various locations and time zones.Responsibilities:

1. Service Desk Leadership:

• Develop and implement service desk policies, procedures, and best practices.
• Ensure adherence to ITIL and industry-standard service management principles.

1. Team Management:

• Lead and motivate a team of service desk analysts.
• Set performance goals, conduct regular performance evaluations, and provide coaching and feedback.

1. Incident and Request Management:

• Oversee and where necessary be hands-on in the handling of ETS incidents, service requests, and inquiries through effective ticketing systems.
• Ensure timely and accurate communication & resolution of incidents, adhering to defined service level agreements (SLAs).
• Monitor incident trends, identify root causes, and implement preventive measures.
• Where necessary redirect tickets to the local market IT Service Delivery (L2/ITSD) teams or the next level of support personnel (L3/Service Owners).

1. Customer Satisfaction:

• Continuously improve customer satisfaction levels by enhancing service delivery and customer communication.
• Gather and analyze feedback from users to identify areas for improvement.

1. Knowledge Management:

• Develop and maintain a comprehensive knowledge base for service desk staff and end-users.
• Promote knowledge-sharing and training initiatives to enhance the team's technical skills.

1. Reporting and Metrics:

• Generate and analyze service desk performance reports, highlighting key metrics and trends.
• Present reports to management and suggest continuous improvement initiatives.

1. Continuous Improvement:

• Proactively identify opportunities for process improvement and automation to optimize service delivery.
• Proactively identify opportunities to shift-left services (e.g. L1/GSD to self-service or L2/L3 to L1/GSD)
• Champion initiatives to enhance the efficiency and effectiveness of the service desk function.

1. Incident Escalation and Communication:

• Develop and maintain escalation procedures for critical incidents, ensuring timely communication with stakeholders and management.
• Facilitate clear and effective communication during major incidents.

Requirements:

• Proven minimum of 5 years of experience in managing global ITSD operations.
• Solid understanding of ITIL framework and service management best practices.
• Excellent leadership, communication, and interpersonal skills.
• Fluency in written and spoken English to work effectively in a multicultural and diverse environment.
• Strong problem-solving abilities and a customer-centric approach.
• Experience in managing a diverse and geographically distributed team.
• Knowledge of Windows & Mac operating systems, JIRA Service Desk, Confluence, Google Workspace and Slack are highly desirable
• Ability to work in a fast-paced and dynamic environment.
• ITIL and other relevant certifications are a plus.

• Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions. 
• Provides a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand Standards. 
• Maintains a perpetual presence on the Reception Desk throughout the hours of the shift and greets all Guests courteously.

This role is primarily responsible to provide routine transactional support to the time and labor process and facilitation of accurate timecard transactions.

• Performs assigned tasks related to timesheets such as compiling, reviewing, and posting of timekeeping data.
• Reviews timesheets and verifies attendance or hours worked.
• Provides support on the weekly close process to ensure accurate posting of timecard transactions.
• Run nightly revenue process.
• Answers simple timekeeping inquiries using company systems based on established guidelines and standard processes.
• Prepares reports such as post-payroll reports based on the stakeholder’s requirements..
• Escalates identified issues and concerns to the Team Lead for timely resolution.
• Maintains the SOP/DTP of current processes and incorporates documentation updates as required.
• Performs multiple routine tasks in compliance with service level agreements, process, policies, and procedures.
• Gathers information and documentation to assist in investigating and resolving issues within the assigned process.
• Perform ad hoc tasks as requested or assigned.

In the Manager, AP Service Delivery role, you will play a pivotal part in ensuring the efficient and effective execution of our Accounts Payable processes, contributing to the financial health and success of our organization. This leadership position offers a dynamic and fast-paced environment, where you can drive excellence in service delivery. We seek a candidate who is adaptable, results-oriented, and capable of driving improvements in service quality and delivery processes.

Responsibilities:

• Lead and mentor a team of associates and specialists, providing guidance and support to ensure productivity and accuracy in invoice and all related documentation processing and record keeping 
• Set clear performance expectations and provide regular feedback
• Ensure compliance with company policies, accounting standards, and legal requirement
• Stay updated on changes in regulations and implement necessary adjustments 
• Identify opportunities for process improvement and efficiency
• Propose and implement best practices to enhance departmental operation
• Establish and maintain strong relationships with stakeholders
• Serve as the point of contact for issues within the function
• Support internal and external audits
• Identify areas for improvement in service quality and efficiency, provide inputs that will drive process-related investment decisions and implementation
• Identify and mitigate risks that could impact service deliver, develop contingency plans
• Generate regular reports and maintain accurate records of service delivery activities and performance metrics
• Present performance results to relevant stakeholders in relevant governance forums (e.g. Monthly, Quarterly Business Review...etc)
• Allocate and manage resources, ensure that the team is adequately trained and resourced
• Ad hoc tasks assigned from time to time