About the job

Reporting to the Kitchen Production Manager, this TEAM LEADER role is crucial in enhancing the customer experience by managing all kitchen operations effectively. This role ensures that every meal served meets IKEA's standards of quality and customer satisfaction. Leadership in this position will motivate the team to exceed expectations and create memorable experiences for every customer. In the absence of the Kitchen Production Manager, this IKEA Food Team Leader is expected to also work and report to the Commercial Restaurant Manager or the Commercial SFM & Bistro Manager.

Your assignment

• Engage with customers regularly to gather feedback on their dining experiences, using this information to refine and improve kitchen operations.
• Maintain a deep understanding of the store’s business goals and IKEA Food service objectives and develop strategies to enhance kitchen efficiency and effectiveness.
• Develop and manage manpower schedules, ensuring efficient timekeeping and optimal staff utilization. 
• Supervise staff to ensure correct portion sizing, presentation, cleanliness during service, and adherence to IKEA’s service standards, including greeting, smiling, and thanking customers.
• Create and execute commercial plans for new product launches, including menu planning and marketing initiatives.
• Organize and conduct training sessions for staff on new launches, reinforcing IKEA’s service standards to ensure proficiency and exemplary customer interaction.
• Prepare essential documentation such as product preparation and food allergen information charts to ensure compliance and enhance customer service.
• Manage the ordering of food and non-food items, maintaining optimal stock levels and securing stocks for service through diligent monthly par level preparations.
• Monitor and ensure strict quality control over food preparation and presentation, while managing kitchen costs to align with budgetary constraints without compromising quality.
• Oversee relationships with service providers, such as the uniform laundry service and repairs and maintenance service providers, to ensure services are delivered cost-efficiently and that billing is conducted on time.

About the job

Reporting to the SFM & Bistro Manager, this Associate role is responsible for attracting visitors to the stores by encouraging IKEA store visitors to stay longer and enjoy more. He/She strives towards making people smile and build trust for the IKEA store among customers, co-workers, and suppliers. He/She also provides irresistible food offers in a welcoming atmosphere that gives our customers a good reason to return.

Your assignment

• You ensure that our customers are always in focus and strive to make them smile by supporting them with an attitude based on the IKEA values;
• You are a good ambassador for the IKEA store in all contact with our customers and gives them a good reason to return again and again;
• You are passionate about our products and actively learn about their content, origins, and other benefits and you are willing to share this knowledge with your customers and colleagues;
• You ensure that you work to optimize sales by knowing the top-selling products, support the range changes, prepare the readiness of your area, contributes to the department’s action plan as well with in-store activities, and you have an active interest in our local competition and provide relevant input to your manager regarding range and pricing;
• You comply with and follow internal rules, policies, and daily operational routines set by the management;
• You execute IKEA store operations and do your part to make sure that our operations are in line with the Functional Commercial Review standards.

About the job

Reporting to the Swedish Food and Bistro Manager, this TEAM LEAD role is responsible for the development of the IKEA business in his/her respective area of responsibility: Swedish Food Markert, Bistro, Cafe and Bites. He/she strives to make people smile while providing irresistible food offers in a welcoming atmosphere that gives the customers a good reason to return again.

You will lead and manage the IKEA Food function in the store to fulfill the following:

• You always look at the store through the eyes of your customers and walk the store regularly. You have a daily dialogue with our customers to get continuous feedback about their experiences and to learn more about their needs and wants and then take action based on their input;
• You have an overview of the store business plan and IKEA Food action plans, and you contribute to your area’s action plan by supporting your manager in implementing it with the team;
• You work with your manager to actively contribute and support relevant marketing and in-store activities;
• You ensure your area is efficiently maintained as well as clean, organized, attractive and inviting to provide a positive customer experience;
• You work actively to create an environment where the IKEA culture is a strong and living reality, and diversity is valued, to ensure IKEA Food is regarded as a great place to work.
• Act in accordance with the IKEA Sustainability Direction, and take actions that contribute to sustainability, such as waste management and investments;

About the job

Reporting to the Kitchen Production Manager, this Associate role is responsible for attracting visitors to the stores by encouraging IKEA store visitors to stay longer and enjoy more. He/She strives towards making people smile and build trust for the IKEA store among customers, co-workers, and suppliers. He/She also provides irresistible food offers in a welcoming atmosphere that gives our customers a good reason to return.

Your assignment

• You ensure that our customers are always in focus and strive to make them smile by supporting them with an attitude based on the IKEA values;
• You are a good ambassador for the IKEA store in all contact with our customers and gives them a good reason to return again and again;
• You are passionate about our products and actively learn about their content, origins, and other benefits and you are willing to share this knowledge with your customers and colleagues;
• You ensure that you work to optimize sales by knowing the top-selling products, support the range changes, prepare the readiness of your area, contributes to the department’s action plan as well with in-store activities, and you have an active interest in our local competition and provide relevant input to your manager regarding range and pricing;
• You comply with and follow internal rules, policies, and daily operational routines set by the management;
• You execute IKEA store operations and do your part to make sure that our operations are in line with the Functional Commercial Review standards.

  About the job

  Reporting to the Kitchen Production Manager, this Associate role is responsible for attracting visitors to the stores by encouraging IKEA store visitors to stay longer and enjoy more. He/She strives towards making people smile and build trust for the IKEA store among customers, co-workers, and suppliers. He/She also provides irresistible food offers in a welcoming atmosphere that gives our customers a good reason to return.

  Your assignment

• You ensure that our customers are always in focus and strive to make them smile by supporting them with an attitude based on the IKEA values;
• You are a good ambassador for the IKEA store in all contact with our customers and gives them a good reason to return again and again;
• You are passionate about our products and actively learn about their content, origins, and other benefits and you are willing to share this knowledge with your customers and colleagues;
• You ensure that you work to optimize sales by knowing the top-selling products, support the range changes, prepare the readiness of your area, contributes to the department’s action plan as well with in-store activities, and you have an active interest in our local competition and provide relevant input to your manager regarding range and pricing;
• You comply with and follow internal rules, policies, and daily operational routines set by the management;
• You execute IKEA store operations and do your part to make sure that our operations are in line with the Functional Commercial Review standards.

As part of the Payment and Service Operations function, the role is a client-facing support role. You will be expected to deliver best in class support to our client base by owning and managing client enquiries through to resolution.

• Provide excellent support to VPL’s growing client base (banking and corporates)
• Analyse, diagnose, investigate and resolve a variety of payment and service-related incidents and requests by working closely with other internal functions and partner banks
• Manage escalations from Strategic and Platinum Clients through to resolution, by analysing details and engaging the relevant business stakeholders
• Manage escalations of complex cases from colleagues, and provide any required training to bridge knowledge gaps
• Perform proactive analysis of Strategic and Platinum Client transactions and enquiries with a view to identifying service improvements
• Manage all incidents and requests in accordance with VPL’s policies, procedures, and contractual commitments
• Work proactively with clients and other internal functions to optimise the way they utilise VPL’s products and services, reduce exceptions or issues and prevent issues from reoccurring
• Provide feedback internally on how VPL’s service can be improved to reduce issues and exceptions or to improve the client experience
• Maintain constant communication with clients and keep the regularly informed of the status of outstanding case, in line with SLAs
• Communicate proactively wherever possible and ensure all written or verbal communication is of the highest standards and accurately recording in the case management system
• Build and maintain strong relationships with colleagues, clients, and partners
• Act as a delegate for the Client Support Manager
• Take part in various projects to make improvements and drive operational efficiency

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.

Team Summary

Client Services (CS) provides industry-leading services to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.

Client Services is accountable for delivering a world class service experience to our clients that begins pre-sales and continues through onboarding, implementation of new products and services, issue resolution and optimizing for client success.  We operate in 50 locations across the globe and act as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.

What a Senior Director, Pasay lead, Asia Pacific Client Services does at Visa?

The Senior Director, Pasay lead, Asia Pacific Client Services is expected to provide strategic, functional, and technical leadership for all the cross functional delivery and operations for the AP Client Services teams that are based in our Pasay Market Support Centre. They will be accountable for supervising and growing a high-performing and cohesive team, aligned to the global Client Services strategy and to the Asia Pacific ambitions of Visa, by providing leadership to a team of people leaders and individual contributors. They should do this through coaching, setting strategic direction and applying working knowledge of Visa products, systems, and procedures. They are accountable for personifying the Visa leadership principles while providing guidance to direct reports, cross-functional staff, and senior management to proactively drive Client Success whilst ensuring effective resolution of high-priority issues with potentially significant financial implications.

In addition, a key tenet will be to develop and enhance success metrics for the team they lead to ensure Client satisfaction is not only measured, but is exceeded, using net promoter scores, survey results, OKRs, in person meetings, outreach calls, and other factors to determine accountability and proactive engagements by their team members. 

In this role, you are expected to:

• Lead courageously to manage and inspire the AP CS team members based in our Pasay Market Support Centre, some of whom dual report to other CS functions, requiring partnership and coordination with other CS Leads, ensuring the team delivers excellent client experience and optimizing our clients’ performance.

• Be a member of the AP CS Onboarding and Implementation Leadership Team, as well as a member of the Pasay site Leadership team.

• Day to day leadership of AP CS teams to provide world-class, differentiated service. Responsible for maintaining best in class employee engagement for over 60-100 team members, driving workplace wellbeing, talent development and a culture of inclusion and diversity.

• Lead and implement operational excellence and ongoing process optimization initiatives to drive incremental revenue and increase client satisfaction.

• Responsibility for annual operating plan and delivery of revenue as well as OKR growth goals.

• Provide strategic guidance to ensure all necessary tools, processes, procedures, documentation, and staffing are in place to support successful scalable solutions and deployments for AP clients.

• Foster a high performing culture within your team, develop talent from within as well as recruit talent that can inject new perspectives, skill sets and experience.

Why this is important to Visa?

This senior leadership role is an exciting opportunity to be at the forefront of and shape Visa’s Client Services evolution, by leading and developing a high-performing team to maximize client benefits realization and value from Visa products and solutions. The role is also accountable for ensuring high standards of training, quality monitoring, workforce management and overall operational support, so that service levels are met, and performance is compliant with local laws and Visa policies.

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.

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 bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Client Testing team is part of Visa's Global Client Services group. We deliver quality services and solutions using best-in-class processes, methodologies, and technology with our worldwide workforce. We are an integral part of revenue-generating areas within the company. This team is dedicated to its customers and to building on past achievements. We are committed to leveraging innovative technology to enhance quality and to accelerate time-to-market. Visa has one of the most visible and most used comprehensive payment systems in the world.

What a Senior Software Test Engineer does at Visa:

This is an individual contributor role responsible for identifying and resolving issues of simple to moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance only in the most complex situations. The role will analyze and troubleshoot user requirements, procedures and problems to automate or improve existing systems under broadly defined practices and procedures, including working with developers in analyzing and developing process improvements for system administration and environmental build functions.

In this role, you are expected to:

• Be responsible for programming, testing, implementation, documentation, maintenance and support of systems application software.
• Design, create, execute and report on functional tests against multiple applications.
• Research, create and evaluate technical solution alternatives for the business needs.
• Follow standards in development and testing to ensure compliance with Audit Requirements.
• Follow Quality Control processes according to the Industry Standard practices.
• Actively look for opportunities to enhance standards and improve process efficiency.
• Identify and document software defects in a clear manner and retest using corrected code to resolve the issue in a timely manner.
• Identify and troubleshoot system issues working with development as required.
• Design, document and track test cases in tracking system.
• Identify opportunities for process improvements and efficiencies.
• Work with business representatives, IT Management, IT development, support teams and vendors to ensure on time, on budget, and quality delivery of testing deliverables.
• Coordinate and collaborate with a globally distributed team.

Why this is important to Visa

The successful candidate will be part of a team that designs and develops test designs as well as cases for the Client Testing Organization. The individual will perform functional and automation testing for Visa Processing Services applications. The role holder will need detailed analytical skills and a good understanding of the test methodologies to be able to interface directly as well as make decisions with staff members of Client Testing, Product Management, Project Management, Client Implementations and Development.

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 three days a week - Tuesdays, Wednesdays and Thursdays.

About the job

Create and constantly improve excellent goods availability with healthy stock structure, range management and accurate forecasting at the lowest possible cost. Synchronize with commercial needs and activities for the best goods availability, ensuring goods arrive timely for commercial execution.

Your assignment.

• Work with Sales and Supply Support Manager to support the commercial team.
• Act as the main contact partner in the store for all product administration and operational supply related questions for the store related department and Country Supply Availability team.
• Work proactively with the related department on the product change process, by providing information regarding expected sales starts, initial order quantity, and remaining quantities of phase out products.
• Maximise successful store replenishment by driving the actions of forecasting and ordering to ensure they are aligning with the commercial calendar and within the store capacity.
• Contribute to stock accuracy by supporting the Goods Flow Manager with the stock discrepancies analysis as part of the inventory management process.
• Produce necessary follow-ups for the commercial and management team regarding operational processes in the store, including forecast accuracy, phasing in and out, overstock and concrete, activities and non-central shortages.
• Work with the agreed global and local Key Performance Indicators (KPI), focusing particularly on achieving high goods availability at the lowest total cost.
• Work in compliance with the IKEA Code of Conduct, internal IKEA regulations and local legislation relating to health, safety & security and sustainability.

• Manage activities, requests for support and information, and operational issues for Visa’s Global clients and processors in a 24x7 support model. 
• Manage client inquiries using case management tool, email, and/or live chat support service. 
• Efficiently manage several case types such as but not limited to New, Pending, Follow-ups & Email activities.
• Collaborate and/or liaise with Visa internal groups to meet clients' needs aligned with the organization's Case Management procedure while delivering world class client experience.  
• Maintain conformity of documented process and procedures aligned to meet standard risk and compliance policies.
• Involve in identifying key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
• Provide expanded support to drive improved learning thru training session and mentoring to new hires and peers.
• Participate in periodical meetings with regional counterparts to up-scale knowledge hand-off and sustain alignment between groups.

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.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Our AP Client Licensing team is at the heart of our operations, ensuring the integrity of the payment system and supporting our clients as they develop and expand their electronic payment businesses. Licensing team grants client licenses and conducts initial client onboarding and due diligence checks. Also, Licensing team maintains client lifecycle updates including sponsorship change, legal name change, ownership change, license upgrades and downgrade, and termination. With the expansion of Visa’s business, we're looking for a dedicated individual to support Visa’s new businesses and strategies. This is your chance to be at the forefront of onboarding more clients and businesses, shaping the future of electronic payments.

What a Licensing Consultant does at Visa:

A Licensing Consultant is a client facing and individual contributor role responsible for offering customized consultative support on license requests with mid to high complexity, along with applying in-depth knowledge of Visa Bylaws and Visa Rules, eligibility criteria and regulatory requirements across the AP region. You will also provide upfront Licensing consultancy as to address and manage client expectations and clarify requirements to support a good first impression of onboarding as a client with Visa.  Responsibilities also include proactively taking a broad perspective to identify innovative solutions and looking for opportunities to improve processes to further increase team’s efficiency and effectiveness.

In this role, you are expected to:

• Work closely with client facing teams to provide upfront guidance and support to prospective and current clients on licensing and onboarding queries, including business expansions.
• Coordinate internally with Onboarding and Implementation functions and other stakeholders to improve client experience of onboarding with Visa and service offerings.
• Support Visa Partner Portal (VPP) queries related to Licensing flows.
• Monitor all license application workstream tracks across key stakeholders Compliance, Credit Settlement Risk & Risk Management, and update status in OneCRM Dynamics
• Execute requests related to administration of client’s licensing lifecycle, including sponsorship options, license upgrades and downgrades, mergers, acquisitions and terminations.
• Provide consultation on questions/issues across breadth of client’s licensing lifecycle, requiring in-depth understanding of Visa Bylaws and Visa Rules, and regulatory requirements.
• Present to client and internal stakeholders on the licensing process, timings, and expectations. This may require creation and/or customization of materials for the client(s) and internal stakeholders, providing status updates and advocating for the client with various internal functions.
• Formulate recommendations and refers cases to Manager, exercising judgment to identify unusual scenarios or potential risks.
• Identify trends in the business and escalates to management any areas potentially needing to be re-evaluated, provides recommendations accordingly.
• Alert leadership to situations outside of established policy or issues requiring extra level of customer service attention.
• Provide training to new staff or those taking new responsibilities, as well as requestors and partners to build awareness of licensing and facilitate smooth execution of requests.
• Contribute and participate in providing business requirements and enhancement requests for tools and systems that require engagement within and across teams and perform acceptance testing.
• Manage communication channels for Licensing resources to ensure they are up to date, client-focused and effective.

Why this is important to Visa:

The role works across a breadth of internal and external stakeholders to support strategic business objectives and deepen partnerships with clients, enabling Visa to bring greater value to our clients and their business.

Projects you will be a part of:

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

• Streamline licensing process for prospective and current Visa clients, including non-banks
• Work with cross-functional team to identify opportunities and leverage on internal tools and expertise and develop holistic solutions to help increase service quality, revenue and efficiency for clients

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.

• Assist in managing day-to-day operations of the cafe
• Train employees on drinks preparation and proper use of coffee equipment
• Coordinate with vendors and order supplies, as needed (like takeaway cups, coffee, milk and other ingredients)
• Helps the store manager in maintaining updated records of daily, weekly and monthly revenues and expenses
• Advise staff on the best ways to resolve issues with clients and deliver excellent customer service
• Ensure all cafe areas are clean and tidy
• Nurture friendly relationships with customers to increase loyalty and boost our reputation.

About the job

Create and constantly improve excellent goods availability with healthy stock structure, range management and accurate forecasting at the lowest possible cost. Synchronize with commercial needs and activities for the best goods availability, ensuring goods arrive timely for commercial execution.

Your assignment.

• Work with Sales and Supply Support Manager to support the commercial team.
• Act as the main contact partner in the store for all product administration and operational supply related questions for the store related department and Country Supply Availability team.
• Work proactively with the related department on the product change process, by providing information regarding expected sales starts, initial order quantity, and remaining quantities of phase out products.
• Maximise successful store replenishment by driving the actions of forecasting and ordering to ensure they are aligning with the commercial calendar and within the store capacity.
• Contribute to stock accuracy by supporting the Goods Flow Manager with the stock discrepancies analysis as part of the inventory management process.
• Produce necessary follow-ups for the commercial and management team regarding operational processes in the store, including forecast accuracy, phasing in and out, overstock and concrete, activities and non-central shortages.
• Work with the agreed global and local Key Performance Indicators (KPI), focusing particularly on achieving high goods availability at the lowest total cost.
• Work in compliance with the IKEA Code of Conduct, internal IKEA regulations and local legislation relating to health, safety & security and sustainability.

Who are we looking for?

The Desktop Support Engineer be part of a highly technical engineering team responsible for architecting and delivering solutions. This role will be a unique blend of hands on delivery, solutions design and architecture. The IT Specialist’s role is to ensure proper computer and software operation and to assist end users when problems occur, so that end users can accomplish business tasks.

This includes receiving, prioritising, documenting and actively resolving end user requests.

There are a number of technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. These include

Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on Help desk assistance.

Job Responsibilities

• Help Desk Requests
  • Field and prioritise requests from end users in a prompt and courteous manner
  • Work to resolve them.
  • Escalate requests when required, to the appropriately skilled IT Level 2 or 3 resource.
  • Track and document the Help Desk request following the process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Perform Root Cause Analysis for Help Desk requests.
  • Apply diagnostic tools to aid in troubleshooting as and when required.
  • Perform post-resolution follow up to ensure user satisfaction and proper problem resolution.
  • Hardware and Software
    • Learn appropriate software and hardware utilised by TSA. This is inclusive of but is not limited to
      • MS Office applications
      • MS Operating environments
      • Software packages
      • Business Systems
      • PC desktop and laptop hardware
      • Mobile devices
      • Digital and VoIP telephones
      • Video conferencing systems
      • Local area network devices
      • Perform preventative maintenance of various computer equipment, printers and peripherals.
• Other duties as required.
• Assisting Systems or Database Administrators with IT requests, as and when required.
• Assisting the Facilities Manager with co-ordinating the installation and maintenance of IT related office facilities.
• Suggest improvements to processes and systems as necessary.
• Assist team members with tasks as required and outlined in the Project Scope.
• Complete assigned tasks in accordance with the approved Project Plan.
• Service Delivery
• Solutions are implemented to production meeting the Zero Business Impact Principle.
• Services delivered are within the timeframes stated in the Service Catalogue.
• High availability and Reliability are always at the forefront of our mind
• Project Delivery
• Ensure that Projects delivered are robust and meets production standards with zero business impact.
• Risk Management
• Operational risk is managed and we deliver to the agreed outcomes and timeframes.
• Financial Management
• Act like it’s your own business ensuring best value for dollar spent for TSA.
• Team
• Work to the one TSA principles being outcome focussed and collaborative.
• Treat colleagues with respect as you would like to be treated.
• Take into consideration all the factors that might affect information security.
• Ensure that the security equipment must be installed at the precise network location.
• Always be prepared to design and implement security countermeasures, when network vulnerabilities arise.
• Reporting the security analysis of findings
• Maintaining the regulatory systems about ISMS policy (Information System Management Systems)
• Recommend modifications in legal, technical and regulatory areas that affect IT security.

• •   Deliver world-class customer service through monitoring and coaching teammates

  •   Champion a world-class Employee and Customer experience

  •   Promote employee Engagement

  •   Facilitate career development among team members

  •   Delivery of service level, coaching, budget (overtime, handle time, etc) and other key metrics

  •   Ensure Attendance and Adherence expectations are met

  •   Partner with workforce planning teams to deliver around-the-clock support 

  •   Actively participate in hiring and development of support and mentor staff members

  •   Partner across teams and departments for process improvement

  •   Goal setting with peers

  •   Partner with Teammates to agree on and monitor Performance plans

  •   Participate in and lead customer experience calibration sessions

  •   Conduct regular evaluations and provide performance and behavior feedback to Teammates

  •   Coach for consistent improvement

  •   Compliance to Key Controls, timekeeping and other policies

  •   Demonstrate and model Visa behaviors 

  •   Execute Leadership strategies and tactics

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.

• Greet customers and take orders
• Prepare and serve hot and cold beverages, including coffee, tea, and specialty drinks
• Operate coffee equipment, such as espresso machines and grinders
• Handle cash and credit card transactions
• Stock and replenish supplies as needed
• Answer customer questions about menu items and ingredients
• Adhere to food safety and sanitation guidelines
• Ensure all cafe areas are clean and tidy
• Nurture friendly relationships with customers to increase loyalty and boost our reputation.

• Manage day-to-day operations of the cafe
• Train employees on drinks preparation and proper use of coffee equipment
• Coordinate with vendors and order supplies, as needed (like takeaway cups, coffee, milk and other ingredients)
• Maintain updated records of daily, weekly and monthly revenues and expenses
• Advise staff on the best ways to resolve issues with clients and deliver excellent customer service
• Ensure all cafe areas are clean and tidy
• Nurture friendly relationships with customers to increase loyalty and boost our reputation.

ABOUT US

We’ve got modern day solutions for all your modern day delivery woes.

In a world that’s constantly on the move, we know how important it is to keep things moving. We’re on a mission to enable everyone, from single merchants to the largest companies, to move goods and e-commerce anywhere in Asia Pacific and beyond.

Logistics should be easy, quick and seamless at great rates. And we believe this standard should be the norm, not the exception as we strive to be the best logistics company in Asia Pacific. Currently, we’ve made our presence felt in Malaysia, Thailand, Indonesia, Philippines, India, Singapore and China. Our deep integration with Airasia’s network and infrastructure puts us in a unique position to achieve what sounds impossible, and we need you to bring this to a reality. 

JOB TARGET

As Cargo Sales Manager, you will be directly and independently responsible for the end to end sales of international air cargo services and products. Reporting to the Head of Sales you will formulate and implement sales strategies in line with the overall country and regional objectives and maximize the airlines market share revenue earnings within the cargo sales market. This includes market segmentation and yield management while ensuring pricing strategies are sufficiently competitive to achieve optimum levels of revenue and traffic with major customers – direct customers, forwarders, brokers, integrators - suppliers, and also other airlines.

• Establishes and sustains robust, long-term relationships with principal clients.
• Serves as the primary point of contact for key accounts, promptly addressing concerns and delivering effective solutions.
• Recognizes opportunities to enhance sales volume within established accounts.
• Perform systematic evaluations of agent performance and generate reports incorporating sales and financial metrics.
• Formulates account strategies aimed at business growth and achieving or surpassing sales objectives.
• Engages in contract negotiations and establishes terms of service with significant clients.
• Maintains high levels of customer satisfaction to foster retention and expansion of key accounts.
• Tracks performance metrics and analyzes data to ensure service standards are upheld.
• Collaborates closely with internal teams to promote a cohesive approach to account management.
• Provides updates on market trends, competitor actions, and developments within the industry.
• Offers insights and feedback to guide strategic planning and the development of products or services.
• Keeps detailed records of account activities, communications, and progress.
• Leverages market intelligence to anticipate and adapt to industry changes.
• Coordinates with operations to guarantee smooth service delivery and an outstanding customer experience.

JOB REQUIREMENTS：

1. Minimum of 5 years of proven experience in a Sales Management capacity within the Air Cargo/logistics sector, coupled with comprehensive knowledge of Air Cargo Sales & Marketing on a national or regional level.
2. Demonstrated success in developing and executing effective marketing and sales initiatives for an Airline Cargo/logistics organization, along with a proven ability to establish new revenue streams.
3. Extensive Cargo/Logistics sales experience, encompassing overall business-to-business sales & marketing expertise.
4. Outstanding communication skills; proficiency in English is an additional asset.
5. Strong analytical and problem-solving abilities, applicable to both short-term tactical and long-term strategic situations.
6. A well-organized and highly professional individual, focused on achieving tangible results.
7. Possesses a strong business acumen and the capacity to exercise sound judgment during negotiations.

What will a normal day look like?

You will engage customers, build rapport, retain  & save customers by understanding their needs and offering value added solutions that will drive brand loyalty and advocacy for Telstra. You will also be required to:

• Navigate through multiple systems and customers whilst maintaining customer engagement through messaging
• Address concerns from new and existing customers
• Work a rotating roster, Monday - Sunday, 5am - 11pm (potential graveyard, weekend and overtime shifts)
• Work towards achievable Customer Service, Saves and Sales targets and KPIs
• Provide class leading customer experiences

If you have previous chat, customer service or sales experience, love technology and are looking to kick-start your career, you could be just the person we are looking for.

We are looking for a dedicated and customer-oriented Customer Service Representative to join our team. The ideal candidate will be responsible for answering customer inquiries, resolving complaints, providing product information, and ensuring a positive customer experience. This role requires strong communication skills, problem-solving abilities, and the ability to manage multiple tasks efficiently.

What we expect of you, day to day.

• Daily execution of payments, including Faster Payments, International Payments/SWIFT, ACH domestic payments, and global real time payment schemes, in line with the agreed cut offs for JIT

• Manage the correct allocation of incoming liquidity within agreed times scales

• Investigate and correctly resolve payment exceptions, (e.g. rejections, returns, failures, etc.)

• Correspond and liaise with Network Partners through email, telephone, and the SWIFT network to resolve issues as quickly as possible and minimise service/client impact

• Develop an in-depth understanding of the payments platform and our global network of Payment Partners

• Actively seek to improve processes, workflows and tooling

• Support the identification, management and resolution of service affecting incidents

• Manage your time effectively to ensure all critical tasks are completed and deadlines achieved

• Collaborate with Compliance to ensure payments are not delayed and cut-off times are achieved

• Collaborate with Treasury to support the daily liquidity management process

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 Workforce Analyst is responsible for actioning changes in our workforce management systems, including staff changes, roster changes, and maintenance of agent leave and activity records. Reporting and Analysis also form part of the Workforce Administrator role.

• Action new staff requests and induction groups
• Action staff changes, including team and employment status changes.
• Action staff termination requests
• Work with the Workforce Planner to create accurate rosters that meet the business needs
• Maintain rosters in line with business and staff requests.
• Produce highly accurate reports highlighting results across key business drivers, including trends.
• Analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner.
• Analysis of data and reporting to identify business opportunities and continuous improvement
• Work with the business to ensure that key tasks performed drive Business Success.
• Maintain a high level of professional communications with internal and external stakeholders
• Accuracy in all work completed
• Adherence to your schedule
• Maintaining a high standard of output while completing tasks within reasonable timeframes.
• To perform other related tasks as necessary from time to time.

In this role, you are expected to:

• Provide quality project management and implementation support to Visa client institutions, processors and/or third-party platforms in assigned region to ensure client expectations are exceeded.

• Create and maintain implementation best practices for money movement and commercial card products using project management methodology and payments industry knowledge.

• Coordinate directly with clients to understand product setup requirements, and facilitate product installations, conversions and maintenance requests without client impact.

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

• Represent client change requests, system or operational requirements, negotiate and manage expectations internally and externally.

• Prepare and maintain detailed project scope documents, project plans, status reports, and issue log.

• Report client project accomplishments and deliverables to management on weekly or monthly basis and consistently log project progress on Microsoft Dynamics, Teams and/or SharePoint.

• Build and enhance strong working relationships with key Visa client institutions, technology providers and internal stakeholders.

• Manage alignment with client tactical and strategic initiatives while balancing against Visa deliverables and commitments.

• Work independently with minimal supervision for own assignments and must be able to take the initiative to resolve challenging and complex problems within the established deadlines.

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

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

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.

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.

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.

Position Description:

The Client Care Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with our Visa Commercial Solutions and Visa Direct products. As a Client Care Associate, you will be working with external clients and banks along with internal Technical Solutions, Compliance, Treasury, Product and Technical teams regarding issue management and support for Visa Commercial Solutions and Visa Direct Products/Services.

Specific Responsibilities will include:

* Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)

* Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams

* Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution

* Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs

* Partner across teams and departments for process improvement initiatives

* Assist/train clients to address questions that may come up regarding the funds movement

* Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently

* Perform all related duties and special projects as assigned

* Participate in all required training sessions for compliance (OFAC, AML, etc.)

* Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours

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.

Job Description

This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with minimal guidance in complex and unconventional situations. 

Responsibilities

•This role administers the business processes related to client onboarding, offboarding, reporting, and ongoing management of client and users that the GCR Team caters to.

•Manage activities, requests, and inquiries for support and information thru various case management tools which includes but is not limited to emails, chat, calls, etc.

•Manage enrollment, client set-up, and deactivation process by closely coordinating with clients, Client Success, Product, and other internal organization as needed.

•Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.

•Deliver consistent high-quality work to ensure an excellent client experience.

•Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.

•Identify key process improvement and opportunities based on inquiry trends and any operational pain-points to improve service delivery.

•Collaborate with the analysts and leadership team to develop and deliver training materials for new hires and continuous learning for existing team members.

•Participate in regular team meetings to share insights, discuss challenges, and contribute to team strategies.

•Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.

•Build and enhance positive working relationships with internal and external stakeholders.

•Contribute to team efforts by accomplishing related tasks as needed.

•Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.

•Demonstrate flexibility in schedule changes - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules)

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.