This role is accountable for activities related to Quality checks (Acid tests, Primary testing of data, Retailer Accreditation) from receipt of the data to data loading into the system for  data sources that Nielseniq receives. Data Analysts will be responsible for onboarding \ setting up, upload and monitoring data (all Data types ) into the ingestion platform \ other input platforms. This role is also responsible for monitoring, cleansing, classification & verification of received data, managing metadata, Troubleshooting, and handling Client queries. 

Quality Testing: 

• Support all sourcing Teams, operations and Product Leadership with any requests around data quality testing for new / prospective Suppliers
• Run Quality checks and provide feedback (Such as Acid test, Retailer Accreditation / other defined quality protocols) on sample data as requested. 

Data Onboarding: 

• Understand the data format agreed with the Supplier as per the contract and complete set up on Ingestion/ any other Input platform
• Data cleaning, verification and classification as needed
• Upload of received files to platform as needed
• Troubleshooting with the Supplier in case data is not in agreed format or any other issues with data upload such as file issues ( type/ location/ special characters etc.) 

BAU Operations: 

• Create procedures to support ongoing BAU Ops
• Ensuring data receipt as per schedule, following escalation process if the data not received on the agreed date in the desired format
• Data cleaning, verification and classification as needed
• Responsible for sending and contacting retailers to verify data queries or store queries (e.g missing addresses etc)
• Load data/monitor auto upload into ingestion/ any other input platform
• Update retailer KPIs on timeliness and Quality such as Retailer Information Systems(RIS) update 

KPI Tracking & Reporting: 

• Regularly update Supplier KPIs on data timeliness and Quality (RIS)
• Work with Supplier Compliance & Management to improve Quality KPIs for the Supplier
• Work as a single source of truth for all data/logic related inquiries 

Trouble Shooting & Enquiries: 

• Engage with Supplier SPOC - in case data not received on time or issues with the data
• Raise ticket and ensure resolution if any issues with NielsenIQ systems to upload data for downstream processes
• Resolve/escalate issues flagged by inputs systems and follow through the closure
• Provide analysis and handle communication-related to Client inquiries. 

The role is responsible for performing a variety of project control assignments with limited scope including developing and implementing cost control support, working on invoicing and billing activities, and providing planning and scheduling services to assigned projects, in accordance with company standards and contractual requirements.

Responsibilities & Duties

Opportunity phase

• Support opportunity entry and updating in the company’s opportunity tracking system.
• Support Go/No Go preparations, forms, and gathering information and process, as directed by the Project Manager.
• Review project controls requirements of RFP/opportunity. Provide or obtain project control support for proposal deliverables, as appropriate for project complexity.
• Understand proposal pricing approach and support as appropriate. Develop basic capabilities with company standard pricing tools and support as directed.

Planning phase

• Coordinate with PM/Project team/contract administration in coordinating the contract review process for new contracts, modifications, and job closures. Understand and support the insurance verification process as necessary.
• Develop familiarity with support review of contract risk types and methods to identify and support the management of risk on projects.
• Understand revenue recognition on projects.
• Investigate/elevate financial project issues such as segmentation, work at risk, and revenue recognition during project setup.
• Review scope definition documents and support PM with development of Work breakdown structure development (and maintenance during execution), to support proper job setup for cost and schedule development, progress tracking, risk analysis, and client billing.
• Assist in preparing, updating, and monitoring schedules and preparing status reports and staffing curves, in alignment with the scope of work and resources, including subcontractors and consultants, planned to execute scope.
• May coordinate/assist other Project teams/procurement in coordinating documentation to support procurement of required sub-consultants and vendors.
• Support PM in the development and review of project cost and revenue baseline, based on the above elements.
• Develop knowledge and support coordination of performance measurement and earned value plan and updates during execution. Elevate for review by PC Lead as required.  
• Understand contractual invoicing requirements. Understand project/organizational and client interfaces. Review invoice support requirements, during execution, with the Project Manager.
• Understand necessary components of project setups and be able to initiate and set up projects with Project Manager supervision.

Execution phase

• Report development through unique independent reports based on the project’s and PM’s needs.
• Integrate cost and schedule data/baseline with the company’s enterprise system to facilitate Project financial goals.
• Support PM in the coordination of preparation of project reviews.
• Review actual costs and commitments, coordinate cost adjustments, reviewing for coding accuracy.
• Identify cost (and schedules as needed) variances, investigate root calls, and elevate to Project Management. Discuss corrective action and role in supporting.
• Assist the Project Manager, as directed, with tracking budget, project costs, labor hours, schedule updates, installed quantities, and progress measurements for work to include direct hire and subcontracted work.
• Measure progress and review performance trends.  Support accumulation of and access to historical data, such as performance experience, for use in maintaining a realistic basis for future planning, forecasting, and estimate at complete development (EAC).
• Support Exposure to progressive performance data and associated concepts and principals.
• May coordinate/review/support the development of invoices for consistency with contract requirements and rates. May interface with Billing and accounting staff to support positive cash flow.
• Assist the Project Manager with reporting on accounts receivables and unbilled issues as assigned.
• Support the Project team, with the change control management process and gain insight into the rationale and importance of change events.
• Assist PM with support on gathering information to develop trending, forecasting, and estimates to complete the process. May assist PM with WAR (work at risk) and RAR (Revenue at Risk) forms.

Closeout phase

• Review project scope and determine all contractual deliverables have been met, discuss with PM.
• Coordinate with PM/procurement for closeout of sub-agreements. 
• Support PM with input of final EAC. 
• Support with coordination of final invoice as directed. 

The accounting analyst is responsible for collection, organization, interpretation, analysis, recording, documentation and dissemination of complex data sets. The candidate will process and reconcile finance related transactions with a strong focus on accuracy, timeliness, and the ability to work in a fast paced environment. The candidate will provide support during same shift or split-shift (Noon to 8PM) corresponding to US EST working hours and be part of the Finance team.

• Perform balance sheet reconciliations
• Create monthly journal entries
• Perform tie-outs of financial statements to general ledger and tie-outs for internal consistency
• Assist with statutory financial statement preparation process (e.g., import mapping files into software)
• Assist with various projects on an as needed basis
• Meet various deliverables in support of monthly and quarterly financial close 
• Collaborate with both onshore and offshore teams to meet departmental goals

We are looking for a Finance Analyst who will support the day-to-day operations of our Bermuda Reinsurance Finance team.

• Create daily banking cash reports to post, along with daily receipts and disbursements in REGIS
• Email daily receipts and disbursements
• Process payment requests from Cash Accountant and Corporate Accountant
• Booking entries in Great Plains & REGIS which includes interco splits
• Prepare monthly bank reconciliations for numerous accounts
• Cash related broker queries, research banking issues as needed
• Adhoc duties

Team Summary

The Client Services team provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product and Technology, bringing the voice of the customer into the design, development, successful deployment and support of Visa products and services, enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What an Implementation Analyst, Commercial and Money Movement Solutions (CMS) does at Visa:

Commercial and Money Movement Solutions (CMS) is a key business pillar in Visa that leads commercial card and money movement solutions and platforms for commercial clients – from micro, small and mid-sized companies to large corporations, government institutions and other payment enablers across their journey. The CMS Client Service team is responsible for closely partnering with our clients and internal cross-functional teams to successfully deliver CMS solutions and platforms, ranging from new client implementations and onboarding to business-as-usual support, consultation and client success.

This role serves as a hybrid project and implementation manager and subject matter expert to clients (Financial Institutions or third-party technology platforms) who have signed up for Visa Commercial and Money Movement Solutions’ suite of products. This is an individual contributor responsible for managing project delivery and taking a broad perspective to identify innovation solutions to meet client needs.  This role serves to gather and document Visa CMS clients’ requirements while providing system implementation, solution delivery, training and consultation on our solutions.

In this role, you are expected to:

• Provide implementation and project management support to Visa client institutions, processors and third-party platforms in the AP region to ensure customer expectations are successfully met.

• Coordinate directly with clients to understand product set up requirements and facilitate product configurations, conversions and maintenance requests without negative client impact.

• As a subject matter expert, acquire and maintain a good understanding of supported solutions to train and consult customers and internal stakeholders on optimum delivery and adoption of our products.

• Be the voice of the customer - Represent clients’ feedback, enhancement requests, system or operational requirements as well as negotiate and manage expectations internally and externally.

• Prepare and maintain detailed project scope documents, project plans, status reports, and issue logs across client communications and other channels including Microsoft Dynamics, Teams, and SharePoint.

• Be client-centric, build and enhance positive working relationships with key Visa client institutions and technology partners.

• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines with moderate supervision.

• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.

• While the role is based in Pasay, Manila, you will deliver services to clients across the Asia Pacific region.

Why this is important to Visa

The Implementation Analyst is vital in enabling Visa to deliver our solutions to valued clients and partners, allowing us to drive strategic growth in Asia Pacific for both Visa, our clients and technology partners. We strive to build and maintain a long-running and successful client partnership through superb delivery and customer-centric support.

What you will need:

We are looking to hire candidates who have already accumulated the relevant skills and experience. You will be curious about the payments industry, be results-driven and passionate about our clients. As a candidate you should have:

• Minimum 5 years of experience in Implementation, Project Management or Technical Support in Payments or Technology industry.

• Functional implementation experience, business analysis, testing, training or technical support experience in a client-facing role.

• Ability to apply project management methodology to manage projects with moderate supervision.

• Experience with API project implementations and technology such as HTML, JSON, XML, SQL along with tools such as SOAP UI and Postman is a fundamental requirement.

• Experience with data-interfacing projects to downline platforms for reporting and reconciliation of commercial card data.

• Ability to quickly understand technical documents such as client facing guides and messaging specifications.

• Ability to break down problems into solvable components and utilize existing support mechanisms to resolution.

• Good verbal and written communication skills, presentation skills, attention to detail and ability to interact professionally and confidently with internal and external stakeholders.

• Good knowledge of standard MS Office tools (E.g., MS Project, Excel, PowerPoint, Word, Visio, etc.)

• Role is based in Pasay, Manila.

What will also help:

• Bachelor Degree in Computer Science, Technology or equivalent.

• Knowledge in credit card processing and card processing systems is highly desired.

• Experience working with expense and workflow management as well as financial solutions such as SAP Concur, Oracle iExpense, SAP Hana, Coupa, etc. is highly desired.

• Experience with commercial card solutions such as Central Travel Account, Virtual cards is an added advantage.

• Previous experience in roles such Software Development, Technical Support or Presales is a plus.

• Ability to converse or read Chinese, Japanese or Korean is a plus.

• Experience with Cash Management solutions, fund transfers and SWIFT is a plus.

Projects you will be a part of:

As part of the team, you will get the opportunity to work on strategically important projects for clients and Visa.

• Working with the hub, regional and global teams to expand B2B cards payment business across the AP region.

• Supporting and working with regional and global client delivery and client services counterparts to deliver a seamless client experience.

• Key focus on commercial card related solutions with opportunities to diversify into money movement solutions where feasible.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Responsibilities: 

• Ensure that the company complies with local statutory and regulatory requirements of BIR, SEC, PEZA, BOI, LGU. 

• Main point person during compliance audit with BIR and LGU. 

• Conduct or direct the internal investigation of compliance issues. 

• Helps maintain records of all financial transactions ensuring accuracy and completeness. 

• Consult with corporate legal counsel as necessary to address difficult legal compliance issues. 

• Collaborate with Human Resources, Payroll, Legal, Finance and other departments to ensure the consistent implementation of compliance practices. 

• Liaise with government agencies for compliance completion. 

• Ensure that company’s policy and procedure is align with to-date regulations. 

What a Technical Solutions, Analyst does at Visa:

The Technical Solutions Analyst (Enumeration) is a highly visible and demanding role, responsible for monitoring and reviewing enumeration alerts across the full suite of Visa’s risk products. This position is responsible for identification and mitigation of any risk or fraud attack affecting Visa’s clients or brand. This fast-paced team of technology experts identifies, investigates, disrupts, and prevents attacks targeting the global payment ecosystem. The Analyst is responsible for all aspects of monitoring, alert development, incident review, escalation, and documentation of alerts.

Note: This position requires shift work or on call support

Primary responsibilities:

• Monitor and respond to a wide variety of alerts from internal and external systems used to identify potential fraud and risk-based activity.

• Work with global operations teams to identify and respond quickly to potential fraud events.

• Ensure that incidents escalated to the proper support teams for validation and mitigation based on the identification of threats.

• Providing guidance for tools and anomaly detection that a merchant or partner could have in place to identify and mitigate malicious activity including enumeration attacks.

• Determine opportunities for incident handling improvements and increase operational efficacy.

• Coordinate incident handling with regional Risk groups take decisive action on events, alerts, etc.

• Accurately assess the impact of incidents and author communications for distribution to appropriate recipients within Visa’s standard timelines.

• Serve as a Global Risk Subject Matter Expert on various Visa fraud alerting platforms.

• Develop and drive metrics for operations and validate the accuracy of these metrics.

• Compile reporting on internal incident response measures of success.

Secondary Responsibilities:

• Collaborate with Payment Systems Intelligence to recognize and implement measures to identify and disrupt new fraud and cybercrime threats to the payments ecosystem and communicate them to relevant stakeholders.

• Provide and oversee technical analysis support to the Global Risk organization to protect the payment ecosystem.

• Support Payment Fraud Disruption and Risk in its strategic goals of identifying, analyzing, and disrupting cybercrime and fraud threats to the global payment’s ecosystem.

• Identify and recommend process improvements, system enhancements, and procedural changes to increase operational efficiencies and data quality.

• Assist with various other cross-functional projects undertaken to improve Visa’s fraud prevention for its clients.

The Finance Analyst will prepare workpapers, journal entries, and reconciliations for selected programs. The senior accountant will have ownership over the economics for their select programs ensuring accuracy.

The finance analyst is responsible for collection, organization, interpretation, analysis, recording, documentation and dissemination of complex data sets. The candidate will process and reconcile finance related transactions with a strong focus on accuracy, timeliness, customer service and the ability to work in a fast paced environment. The candidate will provide support during mid shift corresponding to UK EST working hours and be part of the Finance team. 

• Assist with projects that entail analysis and reconciliation
• Provide customer service to internal and external customers
• Meet various deliverables for monthly and quarterly financial close 

The actuarial analyst is responsible for collection, organization, interpretation, analysis, scrubbing, documentation and dissemination of complex data sets. The candidate will be responsible for modeling complex problems, reconciling data sets, analyzing trends and summarizing data for review and analysis. The candidate will provide analysis, will process and compile data for reporting and analysis through creating queries, views and reports. The candidate will provide support and be part of the US Actuarial team.

• Conduct advanced data analysis and highly complex algorithms
• Interpret data, analyze results and provide ongoing reports
• Develop and implement data collection systems and other strategies that optimize efficiency and data quality
• Acquire data from primary or secondary data sources and maintain databases/data systems
• Identify, analyze, and interpret trends or patterns in a complex data sets
• Filter and scrub data, and review reports and indicators to locate and correct code problems
• Locate and define new process improvement opportunities

Assignment: Night Shift

The Sr. Accountant will prepare workpapers, journal entries, and reconciliations for selected programs. The senior accountant will have ownership over the economics for their select programs ensuring accuracy.

• Develop and document business processes and accounting policies to maintain and strengthen internal controls.
• Prepare and monitor program economics for select programs including monthly program entries, reconciliations, and cash application.
• Provide technical support to the Finance Teams (AP, AR, Bank Reconciliation, Claims Payable, Reporting).
• Support quarter-end and year-end close processes, expense allocation process and any internal reporting for the Group.
• Provide leadership and drive for quality and accuracy.
• Help with ad-hoc projects as required

The creation of Asset Owner Solutions stems from many years of servicing Multi-Asset, fund of fund clients. Clients have been requesting solutions that provide full transparency on their portfolios, including fundamentally Private Equity Funds and equities & Bonds. Investors need to know the finer details of their total portfolios. They require to “drill down” into their underlying assets and sub-portfolios.

Investor solutions, in addition to providing Investment Accounting services to the Private Markets Fund of Fund clients, is leveraging state-of-the-art technology (“Cosmos”) alongside the technical expertise in delivering dynamic and transparent reporting solutions to the community.

Responsibilities

• Monthly delivery of pre-agreed performance reporting for various clients’ portfolios
• Preparation and review of investment parameters reporting
• Provision of ad-hoc analysis of performance/quantitative reporting
• Resolution of performance-related queries and the main point of contact for clients from a performance analysis perspective
• Implementation of change requests, including project work in new client onboardings
• Participation in workshops and requirements gathering sessions with clients, documenting those relevant to performance reporting and taking action with the broader team on delivering these reports and dashboard visuals
• Continuous review of the processes and procedures and taking initiatives to improve the control environment of the reports delivered to the clients and identifying ways to improve the efficiency of the department
• Liaise daily with IS colleagues based in London & overseas, attending conference calls and advising on proposed performance analytics and any additional project work
• Playing an integral role in the development and implementation of new investor reporting solutions, including participation in the testing & design environments
• Documentation of project tasks and group work and assigning these to relevant parties with required supporting communications
• Proactive in documenting procedures and policies as part of new client take-on to enhance resilience

The Support Analyst provides end-user support in creating documentation for recurring tasks as well as assisting the team in setting up user accounts. This person diagnoses, troubleshoots and resolves basic and moderate technical problems. This person operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures. The Support Analyst will work closely with our Helpdesk, Desktop Technology, and ATS teams in supporting users in general IT problems.  This is a Night Shift role.

• Performing day-to-day support work for the company’s end users.
• Creating and deleting user accounts
• Assisting with Ad Hoc projects and backup support for the US Support team

Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere.  This is our global vision and the common purpose that unites the entire Visa team.
Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience first. With this in mind, we are consolidating our Level 1 support teams across Corporate IT into a single organization and rethinking the way we provide Level 1 support to all end users.  As a member of the End User Support Help Desk team, the Associate Help Desk Analyst will be responsible for providing exceptional end user experience while providing support for IT services and apps. 
Reports to:  IT Service Desk Team Lead
Responsibilities:

•    Ensures customer satisfaction by providing timely response and resolution to contacts made to the Service Desk from different support channels.   
•    Ensures that contacts are logged with complete information into the ticketing tool and assigned with appropriate category and priority.
•    Performs diagnosis using documented procedures, troubleshooting techniques and approved tools.
•    Keeps customers proactively updated on the status of their tickets.
•    Assigns tickets - that are not resolvable by the Service Desk - to the correct resolver groups or vendors.
•    Notify management about reported - or potential - Major Incidents.
•    Confirms customer satisfaction before closing a ticket.
•    Continuously learn and train about new technologies and products supported by the Service Desk.
•    Contribute to activities that keep knowledge base articles up to date.
•    Meet and exceed individual performance goals.
•    Participate on Problem Management activities and Continual Service Improvement projects
•    Serves as a deputy to the Team Lead and helps conduct team huddles
•    Position is required to work various time zones, in support of 24x7x365 support requirements

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The Junior IT Governance, Risk, and Compliance (GRC) updates and maintains control matrices and provides recommendations for management’s consideration. This position takes a lead role in ensuring  compliance with company internal controls, regulatory, ITGC and information security policies and procedures. The incumbent works with SaaS owners, legal and regulatory team, CorpIT team, Security Engineering team, external audit firms, and regulatory agencies to provide supportive documentation as applicable.

Responsibilities:

• Attend to audit compliance gaps, continuously monitor controls and co-own as necessary key SaaS

• Check alignment of ITGC policies with key SaaS and attend to any control deficiencies

• Collaborate with different SaaS owners and perform periodic compliance assessments of key SaaS

• Collaborate effectively with various departments across the organization, including business units, Corp IT, Security Engg, Legal, and Finance.

• Perform internal audits and assessments to evaluate the effectiveness of controls, identify opportunities for remediation and ensure internal audit results are re-usable for any external audits

• Proficiency in conducting third-party risk assessments, encompassing vendor collaboration, identification of issues, and formulation of actionable recommendations.

• Own and manage communication, updates, submissions and remediation for all external audits

• Propose, defend and implement GRC tools and systems to support risk management activities and facilitate automated compliance monitoring

• Development and implementation of GRC process, standards, reporting metrics, dashboards and evidence artifacts to ensure compliance with regulatory requirements and industry best practices.

• Development and delivery of training programs to raise awareness and promote a culture of governance, risk management and compliance within the organization

• Stay informed about emerging trends and developments in GRC practices, regulations, and technology solutions to contribute to continuous improvement initiatives

Schedule: Monday – Friday (9:00 AM - 6:00 PM AEST)

What are we looking for?

Skills Required:

• Bachelor's Degree
• Prior experience in the AU broking/banking/mortgage industry and exposure to consumer credit is preferred.
• Has s strong analytical skills been essential for assessing financial statements, credit risk, and asset valuations.
• Need to be proficient in financial modeling, cash flow analysis, and financial statement interpretation.
• Deep understanding of commercial real estate markets, industry trends, and economic factors that impact credit risk.
• Excellent verbal & written communication to be able to convey credit analysis findings and recommendations to stakeholders.
• Has the ability to meticulously review financial documents and assess credit risk factors.
• Needs to be familiar with lending regulations and compliance requirements.

Nice to Have:

• Certificate IV Financing & Mortgage Brokering

What will you do?

• Review and analyze the creditworthiness of commercial borrowers and the associated assets, such as commercial properties or business assets. This involves evaluating financial statements, cash flow projections, credit reports, and other relevant documents.
• Assess the risk associated with the commercial mortgage loan application. This includes analyzing the borrower's financial stability, repayment capacity, and the quality and value of the underlying collateral.
• Conduct thorough assessments of the collateral (commercial real estate, equipment, or other assets) to determine its value and marketability. This may involve property appraisals, site visits, and environmental assessments.
• Analyze the financial statements of the borrower's business, including income statements, balance sheets, and cash flow statements. The analyst assesses the business's ability to generate sufficient cash flow to cover debt service.
• Understand and evaluate the economic and industry-specific factors that may impact the borrower's ability to repay the loan. This includes assessing market trends and competitive dynamics.
• Collaborate with loan officers and underwriters to structure loan terms and conditions that align with the borrower's needs while managing credit risk effectively.
• Ensure that all lending decisions and documentation comply with federal, state, and local regulations governing commercial real estate lending.
• Communicate credit decisions, loan terms, and conditions to borrowers and other stakeholders. Analysts may also provide recommendations for improving creditworthiness when necessary.
• Recommend risk mitigation strategies, such as requiring personal guarantees, adjusting interest rates, or modifying loan covenants, to offset credit risk.
• Stay informed about commercial real estate market conditions, economic trends, and industry developments to inform credit decisions and risk assessments.
• Keeping up to date with changes in commercial lending regulations, credit analysis techniques, and best practices in the field.

Join the awesome team and enjoy these benefits & perks:

• Competitive salary package and annual performance review.
• Offering one-month paid training program to help you get up to speed and excel in your role.
• Opportunity to attend events and travel to Australia.
• Chance to earn your CERT IV in Mortgage Broking and Finance, which could be a great way to upskill and advance your career.
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• HMO (Medical, Dental and Life insurance coverage)
• Mandatory Government Benefits and 13th Month Pay
• Financial Assistance program through one of the leading FinTech Company in Philippines
• We’ve just launched a new referral bonus program where you can earn PHP 21,000 for every successful referral you make. It's a great opportunity to help friends find awesome job opportunities while earning a nice bonus for yourself.
• Regular Company Events, Work Life Balance
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA.

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our client is the largest and most progressive aggregator group across Australia and New Zealand supporting a community of over 6,000 brokers and advisers. Helping over 300,000 customers settle over $130 billion worth of loans in 2022 and reaching a collective loan book of $350 billion.

#ConnectOS #ConnectOSCareers #TeamConnectOS

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

• Familiar with standard concepts, practices, and procedures within field. 
• Relies on experience and judgment to plan and accomplish goals. 
• Coordinates the more complex functions. 
• May perform quality control over the work completed by the level I. 
• Under general direction, handles more complex projects and assignment. 
• Majority of decisions are made independently, but must have management or client approval on certain decisions. 
• Follows established guidelines based on regulations and procedures.

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Job Summary

Provide support to key NA clients, vendors, and internal stakeholders primarily via our ticketing system (ServiceNow), email and outbound calls.

This position involves adding value towards Incident progression/resolution, request fulfilment and will also require an element of data reconciliation capability.

A Service Desk Analyst will perform accurate ticket triage and resolve at first line of contact where possible, supporting Incidents and queries or quickly escalating to the correct support team.

There is also a wide range of user fulfilment, including but not limited to, Password Resets, User Access Administration and Access control.

What you will be doing

• Monitor agents on various channels such as Voice and Offline tickets.

• Coach agents on a regular basis discussing performance, strengths and AFI’s.

• Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns.

• Conduct analysis on QA and CAT performance through weekly and monthly reports.

• Identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints.

• Collaborate with stakeholders on items needing assistance such as KB updation, training gaps and performance management.

• First point of contact for circa 150 clients, internal IT and business users of IT services.

• First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.

• Ticket ownership which includes keeping clients and users informed of progress, tracking and escalating issues as necessary.

• Daily operational tasks (e.g. mainframe checks, SQL queries, data reconciliation).

• Provide English language service by phone and email.

• When unable to resolve incidents/requests efficiently, able to confidently escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge and document into the knowledge base for the wider team.

• Full end to end Access Control including Password Resets, Unlocks and User Administration.

• Track and update tickets to the clients SLA’s and internal OLA’s

• Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping

• Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.

• Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs

• Provides technical support activities for a software production processing environment

• Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.

• Asks probing questions to gather relevant information on routine and complex calls.

• Uses effective listening skills to develop understanding of client questions or issues.

• Maintains passwords, data integrity and file system security for a variety of applications

• Communicates highly technical information to both technical and nontechnical personnel.

• Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems

• Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

• Good organizational skills and ability to handle multiple tasks and meet deadlines

• Ability to utilize judgment in decision making process and decisions related to job tasks

• General business skills, industry knowledge, financial management and planning skills

• Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations

• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.

• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

• Communicate confidently with clients and internal users using Microsoft Teams, email and software tools.

• First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.

• Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment.

• Good understanding of IT Infrastructure, hosted systems and Active Directory.

• Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.

• Carry out system checks and notify support teams of problems.

• Improve or maintain existing procedures within our ServiceNow knowledge base.

• User maintenance on a variety of systems using strict logical access procedures.

• Carry out auditing and operational review activities to ensure FIS remains compliant.

• Participate in team projects that enhance the quality or efficiency of the Service Desk.

• Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.

• Updating operational and technical documentation together with product user guides as required.

• Work within the scheme compliance and regulatory frameworks.

What you bring

• At least 1 year of work experience

• Ability to work both independently and in a team environment

• Use of Incident/Service request tooling, ServiceNow preferable but not essential

• Excellent customer service skills that build high levels of customer satisfaction

• Good oral and written communication skills in English including documentation writing.

• Educated to at least GCSE English Grade A-C.

• Experience in MS Office and using basic software applications.

• Experienced in 1st line support with previous exposure to a call logging system is preferred

• E.g. Service Desk experience or similar (Help Desk, Call Centre, IT Operations).

• Some knowledge of ITIL Service Desk and Incident Management.

• Good attention to detail and ability to extract the relevant information from callers.

• Good analytical skills.

• Knowledge of the card payments industry preferred

• Transaction Processing and Banking

• Offline Ticket Handling

• Triage skills

What we offer you

• A competitive salary and benefits.

• Great workspaces with dedicated and motivated colleagues.

• A variety of career development tools, resources and opportunities.

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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The Statistical Reporting Data Analyst will be responsible for monitoring and interpreting various data sets to provide meaningful feedback for staff. This role involves significant data acquisition and management, statistical data analysis and report generation. Additional responsibilities include data quality assurance checks of internal scripts/formulas/logs as well as peer-to-peer review for data call and/or payments that are sent to Regulatory Entities.  The candidate will also be required to respond to ad hoc requests from staff.

• Monitor various exposure and claim data sets and work with Arch business units and support teams to improve data quality and avoid financial penalties, where possible.
• Compile data, create reports from various systems and send to staff for review and submission.
• Collect information from internal/external sources and distribute to staff.
• Perform data collection and analysis in support of ad-hoc and recurring requests by staff.
• Submission of certain financial reports.

Collaborate with internal staff to define data requirements, perform testing and post-implementation activities tied to ISO Revisions of the Auto and GL Lines of Business.

The Statistical Reporting Data Analyst will be responsible for monitoring and interpreting various data sets to provide meaningful feedback for staff. This role involves significant data acquisition and management, statistical data analysis and report generation. Additional responsibilities include data quality assurance checks of internal scripts/formulas/logs as well as peer-to-peer review for data call and/or payments that are sent to Regulatory Entities.  The candidate will also be required to respond to ad hoc requests from staff.

• Monitor various exposure and claim data sets and work with Arch business units and support teams to improve data quality and avoid financial penalties, where possible.
• Compile data, create reports from various systems and send to staff for review and submission.
• Collect information from internal/external sources and distribute to staff.
• Perform data collection and analysis in support of ad-hoc and recurring requests by staff.
• Submission of certain financial reports.

Collaborate with internal staff to define data requirements, perform testing and post-implementation activities tied to ISO Revisions of the Auto and GL Lines of Business.

The finance analyst is responsible for collection, organization, interpretation, analysis, recording, documentation and dissemination of of simple to mid-complex financial data sets. The candidate will process and reconcile bank, accounts receivable, payables and general ledger related transactions with a strong focus on accuracy, timeliness, customer service and the ability to work in a fast-paced environment. The candidate will provide support and be part of the UK Finance team and will report to the Bank Reconciliation and Accounts Payable manager in London.

• Reconcile weekly bank reconciliations for different currency bank accounts within Arch Insurance Europe including Arch Syndicate
• Input, record, process, balance and maintain receipts for Arch Insurance Europe companies.
• Prepare reinsurance reconciliation.
• Assist in quarter close process and annual audit.
• Work closely with the Credit Control department in respect of identifying receipts especially non-bureau receipts.
• Ensure accurate recording and maintenance of accounting transactions.
• Liaise with internal teams to investigate and analyze regarding any receipt queries and ensure timely clearing down of suspense/control clearing cash accounts.
• Execute daily operational activity and document management.
• Perform financial analysis, reconciliation and generate key reports.
• Perform daily validation processes to ensure accuracy and compliance .
• Perform simple to mid-complex financial analysis, reconciliations, generate reports.

The finance analyst is responsible for collection, organization, interpretation, analysis, recording, documentation and dissemination of of simple to mid-complex financial data sets. The candidate will process and reconcile bank, accounts receivable, payables and general ledger related transactions with a strong focus on accuracy, timeliness, customer service and the ability to work in a fast-paced environment. The candidate will provide support and be part of the UK Finance team and will report to the Bank Reconciliation and Accounts Payable manager in London.

• Reconcile weekly bank reconciliations for different currency bank accounts within Arch Insurance Europe including Arch Syndicate
• Input, record, process, balance and maintain receipts for Arch Insurance Europe companies.
• Prepare reinsurance reconciliation.
• Assist in quarter close process and annual audit.
• Work closely with the Credit Control department in respect of identifying receipts especially non-bureau receipts.
• Ensure accurate recording and maintenance of accounting transactions.
• Liaise with internal teams to investigate and analyze regarding any receipt queries and ensure timely clearing down of suspense/control clearing cash accounts.
• Execute daily operational activity and document management.
• Perform financial analysis, reconciliation and generate key reports.
• Perform daily validation processes to ensure accuracy and compliance .
• Perform simple to mid-complex financial analysis, reconciliations, generate reports.

Junior Finance analyst is responsible for collection, organization, interpretation, analysis, scrubbing, documentation and dissemination of complex data sets.

It is key to be flexible as the tasks may change and be added to. It will be key to contribute to the continuous improvement of our processes and it will be expected that the analyst will bring ideas to the Arch team by utilizing their expertise or previous experience.

• Process bureau settlement into IRIS and process cash allocation.
• Create front sheets and process cash allocation for non-bureau premium .
• Join special projects within Finance to be cross-functional
• Communicate directly with Underwriters and Brokers for complex accounts.

The operations analyst is responsible for interpreting, analyzing, and processing various activities in support of property and casualty insurance operations. The candidate will need to perform activities with a high degree of accuracy and consistently meet service level requirements

The Data Analyst (Arabic) is responsible for protecting the company from financial and reputational losses related to Sanctions and Embargoes amdAmti-Money-Laundering. The sanctions coordinator will be responsible for working on clearance sanctions processing. This is a Mid - shift position.

• Ensuring Sanctions compliance with the Regulators and Authorities globally.
• Monitoring suspicious transactions and resolving any concerns in a timely manner
• Conducting enhanced due diligence (EDD) reviews
• Processing issues from client screening for anti-money laundering activities and politically exposed persons
• Participating in any ad hoc project