Job Summary

• Concentrates in driving business growth and the development of talent.  Spends time in reviewing and assessing overall team performance.
• Balances stakeholders by establishing good working relationship with the cluster counterparts and other support groups (e.g. HR, GPT, IT, BAT, etc.)
• Concentrates in engaging and developing teams and individuals.  Expected to perform review of core processes, complex ad hoc work, and all other client requirements, as needed.  Provides consistent feedback on accuracy and timeliness of outputs made by their AM teams
• Monitors overall teams' results and performance based on the KPIs (ex. Quality and Timeliness, Error Report, Increased Productivity and Lowers Overtime, among others). 
• Initiates and facilitates meetings to address overall teams' performance and develop/coach non-performing individuals.
• To facilitate and assist various accounting and administration processes of complex clients and conduct all work in accordance with IQ-EQ Philippines Inc. policies and procedures, as needed.  (when AM is unable to, depending on capacity).
• As a supervisor, the Manager leads, organizes, coordinates, develops, monitors the performance, delegates tasks and responsibilities to their direct reports and their team members (skip level), as needed.
• Ensures balanced work allocation across their teams and reallocates resources accordingly.

Core Responsibilities

• Responsible for review of Financial Statements with Disclosures and other ad-hoc service requests for complex funds and/or corporate clients. 
• Responsible for the preparation of complex reporting requirements, when necessary.
• Monitors the timely and accurate deliverables of their teams, and intervene, as necessary.
• Acquire knowledge to become specialists of their designated clients' requirements and deliverables.
• Monitors their teams' compliance as they follow procedures and checklists following SSAE and other similar statutory requirements of the clients their teams handle.
• Provides guidance and coaching to the team in both technical and more on the non-technical aspects of their role. 
• Seeks knowledge and expertise for their own professional development.
• Initiates the development of the technical competencies of their teams by providing feedback on their deliverables and endorsing them to the appropriate learning & development activities
• Monitors the development and assigned trainings of their teams.
• Monitors and provides support to cluster counterparts escalations and involves the relevant stakeholders.
• Monitors the agreed timelines of deliverables with the cluster counterparts and provides support for escalations to ensure that their teams carry out the work, as agreed.
• To be able to effectively communicate and relate with various stakeholders of the team.  Maintains and enhances relationships through crucial conversations.
• Monitors that all client cluster requirements are thoroughly being reviewed and follows standards.

• To act as an alternate for the Head of Delivery based on business needs which may include cluster client responsibilities, administrative tasks, and team management.

Tasks & Duties

Cluster Client Delivery

• Acquires functional knowledge and understanding of the clients’ agreements, Scope of Work (SOW), SLA’s and other necessary information needed to review and/or prepare deliverables.
• Monitors if the team has the needed information, data and supporting documents are received for the review/preparation of the needed requirements.  Addresses and escalates issues, as needed.
• Monitors the consistency and quality of the deliverables within the agreed timeframes of the teams. 
• Provides support (for timelines) and address issues (for quality), as needed.
• Provide support for the rest of the team and other teams by allotting additional capacity, as needed.  At the same time, initiates the request for support needed from other teams.
• Monitors and communicates the review comments of the team and then follows up to address pending comments for preparers, as needed.
• To act as first line of escalations for the preparers of any requests not properly actioned by the CS Support team. (e.g. BAT, GPT)
• Monitors and oversees the interpretation of the requirements of the client and in some instances, does the research and validates in the absence of an Assistant Manager.
• Reviews and acts as the team approver of submitted reports and compliance cases with root cause information, corrective action, and preventive measures in a timely manner.  Responsible in discussing the details and actions done with the HODs and CDDs.
• Oversees the quarterly debrief meeting with the cluster to review the team's performance.  Then addresses concerns and drives resolutions based on its criticality and complexity. 
• Decides the proper treatment for transactions when differences in points of view arise, and escalate recommendations to appropriate authorities, as needed.
• Decides on escalated recommendations and if necessary, escalate to SMEs or technical team.
• Monitors and works with the Assistant Manager to enforce process standards across the teams.
• Acts as first level of escalation of issues/concerns from the funds assigned to their clusters.
• Supports Project Managers by functioning as SMEs, coordinating with stakeholders, and allocating resources.

Workflow Management

• Ensures timesheets are completed daily and accurately filed for all hours worked.
• Reviews and approves timesheets of their team and ensures they are completed daily and accurately filed for all hours worked in a timely manner (of their AM's and SA's).
• Reviews and pre-approves filed overtime of their team (AM's and SA's).
• Setups, monitors and updates all deliverables via the workflow planner in a timely manner, as needed.
• Monitors and ensures the completeness and accuracy of all deliverables via the workflow planner in a timely manner. 
• Analyses and proactively manages team capacity deliverables by allocating needed resources/support.

Systems

• Understands and uses best practice on accounting platform/s.
• Understands and becomes knowledgeable on how to generate reports using reporting platform/s.

Risks

• Monitors relevant procedures, checklists and SSAE requirements are adhered to and completed to mitigate errors.
• Monitors reported breaches, complaints or errors to appropriate authorities are acted upon in a timely manner.
• Acquires knowledge of risk factors and potential breach.
• Reviews and acts as the team approver of submitted reports and compliance cases with root cause information, corrective action, and preventive measures in a timely manner.  Responsible in discussing the details and actions done with the HODs and CDDs.
• Other
• May undertake any additional tasks and/or responsibilities as part of their professional development which may or may not be related to their specific function.
• Escalate any other work-related issues/concerns to the appropriate authorities and acted on in a timely manner.
• Participate in interviews, as needed.

Key behaviours we expect to see.

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

• Resourcefulness - Securing and deploying resources effectively and efficiently.
• Balances Stakeholders - Anticipating and balancing the needs of multiple stakeholders.
• Courage - Stepping up to address difficult issues, saying what needs to be said.
• Develops Talent - Developing people to meet both their career goals and the organisation's goals.
• Builds Networks - Effectively building formal and informal relationship networks inside and outside the organisation.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Optimises Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Persuades - Using compelling arguments to gain the support and commitment of others.
• Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Business Insight - Applying knowledge of business and the marketplace to advance the organisation's goals.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Decision Quality - Making good and timely decisions that keep the organisation moving forward.
• Directs Work - Providing direction, delegating, and removing obstacles to get work done.

The role will provide management and oversight of all aspects within the assigned HR function (including People Services/Talent Acquisition/HR Contact Center/Pre-Hire Support/Global Mobility/Global Compensation and Reward/Knowledge Management/Global Learning Team). The role will drive strategic initiatives and continuous improvement while managing appropriate metrics to ensure the right level of service delivery.  This includes overseeing the processes assigned across regions.

Operations Management

• Manage the overall service delivery and activities of People Services/Talent Acquisition/HR Contact Center/Pre-Hire Support/Global Mobility/Global Compensation and Reward/Knowledge Management/Global Learning Team in all supported regions. Ensure adherence to timelines, quality standards, organizational protocols, and internal policies.
• Lead and oversee resource allocation and implementation of core processes, programs, and initiatives for HR Services
• Recommend cross-functional and cross-regional process alignment and standardizations within functional accountability.
• Lead and develop projects to drive efficient customer service in all HR Service functionalities.
• Manage critical and complex escalations to ensure service continuity and operational efficiency.
• Plan and develop multiple short to medium-term projects and contribute to long-term initiatives planning. Lead complex projects as required.
• Keep local management and regional leaders informed by leading governance meetings, preparing reports and analyses on workload management, SLA achievement, quality and process efficiencies, and other related management reports that will support business and operational recommendations.
• Oversee the creation, development, deployment, and maintenance of all services within budget and in alignment with business objectives through collaboration with external and internal stakeholders.
• Implement business continuity plan.

Stakeholder Engagement

• Develop strong stakeholder relationship by driving effective communications and developing effective stakeholder management plan.
• Act as a strategic partner by providing insights in the operation and collaborating with stakeholders in creating solutions that will improve operational efficiency.
• Collaborate with Head of HR Services and other key stakeholders to ensure delivery of required service levels and the execution of necessary operational improvements.

People Management

• Manage talents and develop strategies to drive opportunities people growth opportunities for personal and professional growth by conducting regular performance assessments, identifying learning and development opportunities, providing coaching, and cultivating a high-performing team culture.
• Establish the goals and objectives of the team, aligned with the overall enterprise strategy; Provide proper level of support to ensure achievement of set goals and objectives.
• Manage the recruitment and retention of high caliber individuals.

Continuous Improvement

• Stay abreast of industry trends and best practices in the Global HR Service operation; recommend and implement initiatives to enhance capabilities.
• Drive continuous improvement in the team by identifying opportunities for improvement in the processes, tools, and methodologies based on client feedback and other information.

The IT Service Management (ITSM) group within the Employee Enablement Solutions team (EES) at Visa is seeking a Service Manager with excellent communication skills, a strong sense of ownership, and the ability to work autonomously. This role involves driving excellence across all employee-facing technology services, simplifying and optimizing IT services, and promoting a service culture focused on the employee experience. Key responsibilities include:

• Continual improvement of services and processes

• Building strategic partnerships throughout the organization

• Managing services throughout their lifecycle

• Influencing decisions as a customer advocate

• Facilitating transparent communication and collaboration

• Providing clear, weekly reporting focused on results and milestones

The ideal candidate should have a strong IT background, understand the evolving needs of the business, and have a passion for process improvement. They should balance empathy with the ability to explain limitations, understand the cost implications of services, and be able to back decisions with data. Excellent communication, interpersonal skills, and a commitment to delivering quality services are essential.

The candidate must be comfortable providing ITSM services autonomously and building strong relationships with staff and leaders globally. They should use analysis and relationships to improve the user experience in their region and beyond. The candidate will be expected to provide clear reporting and KPIs on a monthly basis, and track milestones in our systems for visibility.

The successful candidate will demonstrate emotional intelligence, executive presence, and the courage to highlight inconsistencies. They should be self-motivated, committed to enhancing ITSM processes, and eager to improve Visa through discussion, influence, leadership, and action. They will be expected to create plans with milestones and dates for optimal value achievement and provide professional proposals for ITSM service improvement on a quarterly basis.

Essential Functions include:

• Prioritizing and addressing local Service Improvement Opportunities quarterly, meeting or exceeding targets
• Analyzing ServiceNow data to identify service gaps and drive improvements
• Meeting with World Area staff/leaders to present analysis of services, capturing feedback and aligning with business needs
• Driving service transition and integration activities beyond minimum requirements, striving for world-class delivery
• Developing actionable plans with key deliverables/milestones, eliminating ambiguity
• Communicating with high energy, excellent verbal, written, and presentation skills are essential
• Creating clear and actionable service-related communications for distribution to targeted audiences
• Building partnerships and encouraging collaboration to maximize continual improvement opportunities
• Transforming complex technical concepts into precise, audience-appropriate language
• Leading in ambiguous high-pressure situations and working independently with limited direction
• Prioritizing and managing a wide range of competing initiatives
• Taking ownership of urgent customer items and building strong relationships with internal customers
• Optimizing service delivery by aligning technology owners with best practices and methodologies
• Challenging assumptions and the status quo, exhibiting strong organizational courage
• Developing persuasive business plans and proposals that maximize return on investment
• Exhibiting strong problem-solving skills and critical thinking techniques
• Understanding organizational change management and user experience improvement techniques
• Engaging professionally with people at all levels, using strong interpersonal skills
• Managing time and priority with attention to detail across a wide array of competing initiatives
• Integrating into a team of technical, process improvement, and change management professionals
• Providing quarterly written proposals to leadership on biggest ITSM opportunity areas to serve the Asia Pacific region

The successful candidate will possess the following qualities:

• Strong ideation and problem-solving skills
• Results-oriented with a continuous improvement mindset
• Coachable and positive attitude
• Strong and concise communicator, effective listener, and empathetic
• Self-sufficient in admin tasks and effective at prioritizing

Additional responsibilities include tracking goals on a weekly basis, presenting monthly reports and strategy updates, showcasing milestone progress, and meeting or exceeding goal targets with weekly reporting. The successful candidate will demonstrate a high degree of autonomy and ownership and possess excellent communication skills.

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it, you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the  standard working hours in future based on the business 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.

As a member of the End Users Systems support team, the IT Service Desk Senior Manager will be responsible for managing a team of Service Desk Analysts for day-to-day operations, people management and escalation management. Additionally, this role will require a transformational mindset to identify areas of opportunities to automate and/or simplify processes. The ideal candidate will possess a blend of operational and automation skills, dedicated to driving high-quality customer service and elevating our Service Desk operations.

This role is an excellent opportunity for someone who is passionate about:

• Empowering self-service solutions-Enhancing user independence through intuitive self-service options.
• Proactive and predictive support-Anticipating user needs and preventing issues before they arise.
• Omni-channel experience-Providing seamless support across multiple communication channels.
• AI and automation integration-Leveraging technology to streamline processes and improve efficiency.
• Cultivating a stellar support team- Building and developing a team of top-notch support professionals.
• Mastering shift-left with repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues.
• Integrating Self-Healing and ITSM Flow- Implementing solutions that automatically resolve issues and optimize service management.

Key Responsibilities:

• Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs.
• Monitor and evaluate team performance, providing feedback and coaching for improvement.
• Analyzes regular performance reports and take actions to ensure desired behaviors from team members
• Ensure service level targets are met and address all service-level complaints.
• Build strong relationships with leaders and stakeholders to command their attention.
• Develops training and performance improvement plans for team members
• Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
• Identify gaps and areas of poor performance and provide recommendations for automation and simplification
• Apply creative thinking to drive automation goals and align with technology strategy
• Be an exemplary leader, embodying the organization's culture, vision, mission, and goals.
• Support the adoption of new technologies and tools.
• Provide subject matter expertise and manage external and internal collaboration projects
• Position may be required to work various time zones, in support of 24x7x365 support requirements.

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 EMEA 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.

#LI-CV1

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.

#pridepass

Manages a solid team by driving all the Accounting operations within the company, responsible for Payroll, Capital Expenditure, GL Reconciliations, and assisting the Controller with the company’s financial affairs.

KEY RESPONSIBILITIES:

Finance & Operations:

• Manage the day to day Accounting operations including A/R, A/P, Treasury, Revenue Recognition and Cost Accounting, working closely with the Accounting and Operational teams to review processes, implement best practices and improve productivity.
• Process Payroll, including obtaining approval of new hires, terminations, salary amendments and the payroll run.
• Manage the Capital Expenditure process, including obtaining approval of acquisitions and disposals, maintaining the Fixed Asset Register, and completion of the Annual Inventory certification. 
• Complete all GL reconciliations, including Proof of Cash, Fixed Assets and Payroll for monthly P&L submission.
• Contribute to the preparation of the internal monthly accounts (Profit & Loss, Balance Sheet, Cashflows, and Analysis) for review by the Regional and Global Accounting teams.
• Prepare and submit information to statutory authorities for Payroll, VAT and Corporation Tax.
• Prepare financial information for credit reviews and perform annual credit reviews in line with Global Credit policy.
• Assist Controller with the preparation of statutory financial information and tax computations.
• Provide required information/documentation for Internal Control Evaluations and Internal/External Audits.
• Support the Finance Controller with miscellaneous projects and tasks.

People:

• Recruiting, hiring, provide input and continually interview to find new potential candidates for the accounting department
• Identify, develop, and mentor a No. 2
• Review and conduct staff appraisals timely, and at a minimum once per year per employee
• Ensure all staff and positions have job descriptions, clear expectations and are working with structured development plans
• Continually provide coaching and training to the team members
• Meet company standards of 52 hours training per year
• Review department goals and personal plans periodically with staff to ensure buy-in and accountability
• Assist new hires with mandatory training completion within the first 6 months

Customer:

• Support the Financial Controller and the Accounting department.

Compliance:

• Review company internal controls, specifically the Fınancıal Process Control Documentation.
• Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees.
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations

Culture:

• Proactively promote the company’s 10 cultural attributes:  Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

Systems:

• Be open to implementing new system changes and enhancements into your department. 
• Be involved and suggest system/process improvements.
• Set the tone of this environment within your department.

JOB OBJECTIVE:

To ensure that the solutions offered are tailored to meet the customers’ requirements by working closely with the sales team.

JOB RESPONSIBILITIES:

• Works closely with the sales team on proposals and pitches for business.
• Attends meetings with Sales Managers and acts as a solution expert.
• Puts together business cases for the sales team to support their proposals.
• Works closely and collaboratively with customers to devise effective solutions.
• Ensures that the company’s solutions can be delivered to the customer’s requirements.
• Works closely with customers to understand and capture requirements.
• Responds to customers following requests for information and proposal requests.
• Presents proposals to customers alongside members of the sales team.
• Provides ongoing support for customers post implementation.
• Produces detailed costings for customers and ensure the contract is profitable.

Quality Assurance (QA) plays a critical role in ensuring that issue handling and services meet quality standards and customer expectations. By establishing and maintaining quality processes, conducting rigorous assessment and inspections, and driving continuous improvement initiatives, they contribute to the organization's reputation for delivering high-quality solutions and services.

Responsibilities and Duties

• Ticket Analysis and Review: Reviewing and analyzing tickets or reported issues to understand their nature and severity.
• Quality Assessment: Evaluating issue handling or services to ensure they meet quality standards and specifications.
• Identification of Trends and Patterns: Identifying recurring issues or patterns in quality issues to address root causes and prevent future occurrences.
• Coaching and Training: Providing guidance and training to team members to improve their understanding and execution of quality standards and processes.
• Metrics and Reporting: Collecting data and generating reports on quality metrics such as defect rates, resolution times, and customer satisfaction scores to track performance and identify areas for improvement.
• Collaboration and Communication: Working closely with other teams such as shift leads, process analysts, and tech hub engineers to address quality concerns and ensure alignment on quality goals.
• Continuous Improvement: Implementing strategies and initiatives to continuously enhance the quality of services through process improvements, technology upgrades, or skill development.
• Customer Satisfaction Focus: Ensuring that quality efforts are ultimately aimed at improving customer satisfaction by delivering services that meet or exceed their expectations.

• Provide MEP cost management and control from inception, through design, pre-construction, procurement, construction to final account. 
• Carry out cost management and quantity takeoff duties with reasonable supervision and guidance.
• To provide all work outputs in an accurate and timely manner
• Provide Cost plan and budget preparation including estimate, comparative design studies, life cycle costing, turnover/cash flow projections, cost control and cost report during pre-contract period.
• To ensure that final accounts are negotiated and agreed; validate the monthly payment claims and prepare payment recommendation for MEP related works/packages.
• To run the procurement process from all stages in pre-qualification such as quotation enquiry, analysis, selection and contract preparation
• Provide Documentation including Tender Document, Tender Report, Pre-contract correspondence, LOA and contract documents. 
• To monitor and verifying VO, Claims, Payment, Final Account and attending project meetings
• Provide CM role pro-actively and professionally and interfacing with the client and other consultants, at all project stages.

The core of this role is to be the strong CPS expert for the Philippines market. Partnering with clients to deliver consumer panel analytics and service that will add value not only to the client business, but the NIQ organization.

Responsibilities

New client service leader: 

• Will be the main service person for newly won strategic client. Manage the day-to-day relationship with a specific portfolio of CPS clients and/or categories, in an analytics and insights capacity, ensuring client needs are met in a timely fashion and beyond expectation 
• To act as a CPS SME within the local market and join Sales to pitch new clients. You will be mostly responsible for showcasing the NIQ CPS capability in real business situations. 

CPS Thought leadership and analysis consultant: 

• Will be the key person to provide the thought leadership of PH part for those cross category and general understanding.  
• Will play the consultant/coach role for local CS team to turn to for doing CPS analysis.  
• Will work with local CS team to work out the “Best Practice “of analysis flow and become an active contributor in a regional community of CPS experts by sharing best practice 

Leader and escalation point for CPS product related questions: 

• Panel Enhancement: Lead the process of CPS panel enhancement as the central communication point between CS team and PL/Operation team. 
• Data challenge: Internally, lead communication with different functions to solve escalated CPS data challenges in reasonable cycle time. Externally, together with account AD/Consultant to explain the data challenge to clients. 

Operational Excellence & Client Experience is an innovative team that is constantly seeking transformative opportunities for Visa Client Care. With transformation comes change across the people, process, and technology spectrum. We must stay diligent in our transformation approach from concept to sustaining operations. Our Senior Program Managers drive all aspects of that lifecycle, from strategic planning to agile and tactical execution to sustaining and continuous improvement. We constantly strive to provide a world class Client Experience that helps our business to differentiate itself from our competition.

Our goal is to quickly drive process improvements to achieve better Client Experience,  enhance the team member engagement, enable OKR achievement, and ensure regulatory compliance. We are seeking highly motivated, data driven, independent thought leaders, with a passion for global operations transformation.

Key Responsibilities:

• Perform all duties associated with managing Lean, Agile and Client Experience transformation programs
• Analyze customer and client surveys as well as team member feedback to drive efficiencies in processes and improvements in client experiences
• Connect with key stakeholders, understanding their drivers and stressors, ensuring the programs improve internal as well as external performance
• Work with the Business Owner to understand priorities, risks and timelines and establish and manage the plan to achieve program milestones
• Drive the establishment of documented processes and procedures within an easily accessible Knowledge Management framework utilizing formal change management
• Foster team cohesion and morale, constantly acknowledging other’s contributions and celebrating team wins
• Continuously strive to be the best through retrospectives and continuous improvement
• Manage projects to achieve OKR objectives

About You:

• You have passion and ownership for everything you do. You act on behalf of the whole company, as if it were your own, and never say 'that’s not my job'.
• You are an expert in 'Maximizing the amount of work not done', you enjoy simplifying workflows, eliminating waste and minimizing re-work.
• You are extremely curious, and dive deep into the data to understand the customer journey and the team member pain points, before ever recommending a solution.
• You feel proud of yourself for getting things done quickly. You have a sense of urgency and a bias for action. You understand that the fastest way to get things done is to utilize a structured, documented, and unambiguous approach, often relying on proven frameworks and published standards to kickstart initiatives.
• You are an excellent and direct communicator. You listen attentively, speak candidly and treat others respectfully. You are a thought leader and are bold in your approach to bring forth fresh ideas and innovative solutions. You have excellent writing skills and understand that taking notes and documenting details is a leadership skill that enables alignment and sets team direction.
• You are a motivated self-starter with the ability to work independently while driving projects and programs with cross-divisional teams to achieve desired outcomes, effectively prioritize and multi-task under tight deadlines
• You love people, whether they are our team members or our clients, and you are passionate about making their lives better every day.

This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

The candidate will manage a myriad of organizational change initiatives for Visa. The candidate will focus on the people side of change, including changes to business processes, systems, tools, and technology. The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage of new tools and business processes and minimize resistance to changes. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact Visa’s employees. The candidate will support project teams in integrating change management activities into their project plans and apply a structured methodology while leading change management activities. Responsibilities also include: 

- Design, develop, execute and manage organizational change management strategies and plan
- Design, develop, deliver, and manage communications strategies, plans and deliverables to communicate about changes to tools and processes across the Corporate IT organization and Visa
- Evaluate and ensure user readiness
- Conduct impact analysis and change management assessment, including change readiness
- Provide input, document requirements and support the design and delivery of end user training
- Define and measure success metrics and monitor change progress
- Identify, analyze and prepare risk mitigation tactics
- Identify and manage anticipated resistance
- Identify and manage relationships with key stakeholders
- Identify and manage relationships with executive sponsors
- Consult and coach project teams
- Support and engage senior leaders
- Coordinate efforts with other subject matter experts
- Integrate change management activities into project plans
- Track and report issues and action items
- Work with virtual teams located in different time zones and with differing cultures
- Represent the Employee Enablement Solutions team and be a strong, vocal customer and user advocate
- Be a change agent

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 standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it, you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the  standard working hours in future based on the business requirements

As a Business Development Manager at QIMA, your primary responsibilities will include:

• Client Portfolio Management: Develop and manage your own client portfolio, typically consisting of companies involved in the import and export of consumer goods globally.
• Prospect Acquisition: Utilize various methods such as cold calling, networking, referrals, and participating in fairs and exhibitions to identify and acquire new clients, mainly focusing on Hong Kong & other Far East countries sourcing offices & overseas clients.
• Client Relationship: Nurture prospective clients, maintain consistent and open communication, and successfully close deals.
• Upselling Services: Promote additional services to existing clients to ensure they leverage the solutions provided by QIMA optimally.
• Collaboration: Work in synergy with the Operations and Marketing Teams to drive large-scale projects and increase market awareness.
• Market Analysis: Analyze market trends, establish competitive advantages, and monitor metrics to ensure effective use of analytics in achieving ambitious sales targets.

Get to know our Team:

This role will be primarily focusing on the intricate backend services for driver partners along with aspects of merchant vendor management. We are a team that: 

• Celebrates strong collaboration and support and mutual respect. 

• Is passionate about creating and ensuring value for our driver and merchant partners. 

• Strives to do excellent and meaningful work with the clarity of thought, creativity and effective execution. 

• Helps influence the overall operations efficiency of the company, especially involving that of our driver and merchant partners. 

Get to know the Role:

As Senior Manager, Vendor Management, you will lead our efforts to drive operational excellence through strategic outsourcing and vendor partnerships. Your role will focus on enhancing performance, optimizing costs, and ensuring the quality of services received from third-party vendors and business process outsourcing partners. You will play a critical role in shaping our outsourcing strategy, managing our vendor portfolio, and ensuring that our partnerships align with our business goals and values.

The day-to-day activities:

• Strategic Leadership and Oversight: Develop and implement a comprehensive outsourcing and vendor management strategy that supports the organization's objectives. Oversee all aspects of our BPO and vendor relationships, including selection, negotiation, performance monitoring, and relationship management.

• Performance Management: Establish performance metrics and service level agreements (SLAs) to ensure vendors meet or exceed expectations. Conduct regular performance reviews and implement improvement plans as necessary.

• Risk Management: Identify potential risks associated with outsourcing and vendor partnerships. Develop and implement risk mitigation strategies to protect the organization's interests.

• Cost Optimization: Drive cost-efficiency initiatives through effective negotiation, contract management, and ongoing vendor evaluation. Ensure that outsourcing arrangements deliver value and support the organization's financial goals.

• Collaboration and Communication: Work closely with internal stakeholders to understand their needs and ensure vendor services align with these requirements. Foster strong relationships with vendors and act as the primary point of contact for all vendor management issues.

• Compliance and Quality Assurance: Ensure all vendor partnerships comply with legal, regulatory, and organizational standards. Oversee quality assurance processes to maintain high service standards.

• Innovation and Continuous Improvement: Identify and leverage opportunities for innovation and process improvement within vendor services. Stay abreast of industry trends and advancements to maintain a competitive edge.

Primary Duties & Responsibilities · Lead and develop a high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients · Driving people development by aligning to the Quality DNA program · Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management via Six Sigma & Lean Deployment · Drive SLA adherence / Customer CTQ by ensuring all parameters are met and corrective and preventive actions are taken · Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance · SLA baselining, predictive SLA monitoring & reporting · Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvement · Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visits · Digitalization of Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework · Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience · Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential) · Foster a spirit of continuous learning & collaboration across teams

About the Role

Job Title: Accounting Manager

Reports To: Top Management

Work Schedule: Monday - Friday, 9:00am - 6:00pm

Work Location: Steelworld Tower NS Amoranto cor Biak na Bato, Quezon City

Summary:

• Managing and overseeing the daily operations of the department
• Preparing monthly, quarterly, and annual financial statements
• Monitoring and analyzing financial data, reports, and/or statements
• Hiring, training, and supervising accounting associates
• Assigning projects to ensure the execution of tasks and compliance
• Establishing and enforcing proper accounting methods, policies, and procedures
• Providing recommendations and meeting financial accounting objectives

DUTIES AND RESPONSIBILITIES:

• Manages the daily workflow of the department
• Leads the franchising and business development initiatives
• Monitors and tracks the effectiveness of franchising campaigns
• Tracks all franchising and business development data and creates written reports and presentations to bring to the top management
• Works with the executive team, marketing managers, and department heads, to set the franchising strategy for the brands
• Gathers and analyzes information to identify new markets and customers, locations, and franchising opportunities
• Ensures that all franchisees are aligned with the brand standardization, procedures, promotions, guidelines, rules and regulations
• Perform other duties as assigned

Your team will be your key focus, developing their skills and knowledge and build strong customer relationships with existing and new clients gaining insight into their needs and delivering customer-centric solutions.

You’ll be highly organized, pay close attention to detail and know your subject matter as you will reviewing all reporting requirements, including financial statements and ad-hoc client deliverables.

Building strong and effective relationships with colleagues and the wider business is an essential.  You’ll also need to be thorough in all you do, using your own judgment to highlight any significant finds and put forward any recommendations to help us find an appropriate solution.   

We are never complacent and always encourage our people to look for ways to improve our business; here everyone’s opinion counts and we will value your contribution

Your long-term career goals are important to us too. We want to make sure we’re providing the support and opportunities you need to achieve your dreams so we can build a successful future, together. 

Team Summary

The Digital Implementations team provides content services and implementations support to the overall NA Implementations group for products and services such as DPS Mobile, Visa Campaign Solutions, Visa In-app Provisioning for SDK & API, and other digital initiatives and offerings.

What the Manager for Digital Implementations will do

The Manager will be part of the Digital Implementations team and will be based in Manila, Philippines. The role will have the following responsibilities

• Lead the delivery and execution of project engagements for Visa clients in North America.

• Cultivate relationship with other Visa teams such as Product, Technology and Client Readiness and work effectively with them to bring a holistic solution to our clients’ needs.

• Provide implementation support for SDK and API projects, and/or future businesses that our team will support.

• Partner closely with the Senior Manager to develop and enhance our business processes.

• Manage/balance team schedules to support Implementations.

• Provide coaching and guidance to the team members and support their career growth.

• Prepare and maintain project tracking and team status reports.

• Assume appropriate decision-making authorities to ensure flawless execution of project and team objectives.

Projects you will be a part of:

As part of the team, you are expected to work on implementation support projects such as (but not limited to) SDK enablement for our clients. You will get the opportunity to partner with the Global Implementation teams in understanding the project requirements and work with other internal partners to implement it successfully. You will also have to work closely with Product and Client

Readiness as we continue to expand our businesses.

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 Summary: 

This is not your typical Business Manager role. Working as Senior Business Manager for IQ-EQ will require you to have a womb to tomb mastery of project and business management methodologies to be applied to ongoing initiatives in IQ-EQ to ensure predictable and successful delivery. You won’t just be taking down the minutes of the meeting because you will need to have the vision and a thirst for change, transformation, and continuous improvement. 

Business Management is not an easy job; therefore, we need someone who is expressive and vocal in identifying and mitigating risks, directing the project and all stakeholders involved to successful delivery while maintaining a good working relationship with all participants. 

A proactive team player who initiates improvements at the same time adheres to the team’s standard methodology and governance processes. 

Responsibilities (how we will measure success) 

• Contribute to strategic growth and operational development of the Firm by managing a suite of projects/initiatives ongoing throughout the IQ-EQ Group 

• Adhere to the team’s standard methodology and governance processes including use of approved templates and checklists. 

• Responsible for all aspects of Project/Business Management, including but not limited to; Initiation, planning, design, execution, monitoring and controlling including change control and project closure – ensuring predictable and successful delivery. 

• Organizing and motivating project teams, directing the project and all stakeholders involved to successful delivery. 

• Effective and Transparent communications ensuring the flow of information to all stakeholders involved. 

• Ongoing contribution towards continuous development and improvement of Change Delivery methodologies, templates, and checklists 

Tasks (what does the role do on a day-to-day basis)  

• Define the scope of assigned projects in conjunction with the Project Sponsor 

• Devise the overall approach to delivering individual projects, making use of the internal methodology tailoring matrix. 

• Preparation of project documentation in collaboration with Subject Matter Experts for example: 

• Project Initiation Requests 

• Project Initiation Documentation 

• Product and Work Package Descriptions 

• End Stage reports and Stage Gate Readiness Assessment Documents 

• Test Strategy, Plans and Scripts 

• Closure Reports 

• Determine objectives and measures that each project will be evaluated against upon completion and track ongoing progress. Prepare related benefits assessments. 

• Select, lead, and motivate your project team both internally and externally, establishing a team culture within the assigned projects. 

• Monitoring overall progress and use of resources, initiating corrective action where necessary 

• Applying change control processes to control changes to the products ensuring that changes are made only with the agreement of appropriate named authorities. 

• Managing project risks, including the development of contingency plans 

• Reporting through agreed lines on project progress through highlight reports and end-stage assessments, including option papers and recommendations

•  Manage a range of stakeholders from junior to senior level across all locations. 

• Manage and monitor project budgets to ensure delivered within agreed budget. 

• Adhere to internal project methodology and governance. 

• Track all time spent on projects in NetSuite ensuring that resource time is also captured and monitored. 

• Communication and engagement planning 

• Maintaining an awareness of potential interdependencies with other projects and their impact 

• Liaise with various departments to ensure Service Transition is successful, including the training team in relation to training needs arising from projects and related solutions. 

• Production of closure reports, evaluating successes and challenges to enhance learning for your next project – ensure capture of lesson on the team’s central lessons log. 

Other: 

• Support other departments as required within the confines of the Business Manager role 

• Undertake any additional reasonable duties as required the Firm 

Your responsibilities will be, but not limited to:

• Leads and oversees the group monthly close and global consolidation of actuals, ensuring complete and accurate financial in accordance with International Financial Reporting Standards (IFRS). 
• Manages and reviews close activities including journal entries and account reconciliation. 
• Leads and reviews monthly consolidation and financial reporting, including investigation and clearing of intercompany balances, closing and consolidation errors. 
• Overall accountable in the compilation of the consolidated balance sheet, income statement, statement of cash flows and other executive reporting requirements.
• Responsible in the review, analysis and presentation of the Group Cashflow and Working Capital to the CFO and the submission of the corresponding BOD slides.
• Leads the submission of the Financials required in the Group Audit and the compilation of all the audit requirements associated with the FS.
• Works with cross functional teams in addressing challenges, issues, and risks in the closing process to ensure timely and accurate books closing.
• Leads the debrief meeting to discuss closing issues with respective teams with the objective of keeping the best practices and improving on and addressing the gaps.
• Overall accountable in the tracking and monitoring of the GL and Consolidation KPIs and the presentation to the Group Finance Director and CFO
• Provides guidance to all subsidiaries to ensure consistency in consolidated financial reporting and applications. 
• Leads the balance sheet justification to ensure accurate and complete representation of the financial position of the company’s consolidated balance sheet. 
• Drives process improvements and assists with system transformation projects.

Scope of Position

Manages distribution product for the branch. The distribution manager seeks new distribution services opportunities and cooperates with sales to turn new opportunities into profitable business.

Major Duties and Responsibilities

• Review and support with day-to-day quotations
• Support product with checking local charges and agreement quotes to ensure we minimize potential branch losses
• Plan and support with huddles and monthly meetings to discuss market intelligence and delegate workloads within the team.
• Attend the weekly branch Sales meeting and facilitate discussions on market updates and trends
• Take an active role in the transition of new business/ updates to existing business.
• Grow department Revenue in line with District budget target and management expectations.
• Supporting with BNP, AJAX, CLH, and internal financial reports to ensure that the department is showing clean financial accounting throughout all financial reports.
• Manage dept PnL
• Maintain a positive relationship with the Trade Compliance Manager and support all compliance efforts and trainings.
• Be open to implementing new system changes and enhancements into your department. 
• Be involved and suggest system/process improvements.
• Review and conduct staff appraisals and one to one meeting timely in line with the 3+1 Initiative
• Assist supervisor and key staff with goal setting and monitoring development.
• Map and understand department process flow, constantly looking for areas of improved efficiency to offer customers better cycle times and service as well as controlling costs.
• Ensure all customers standard operating procedures are documented and kept up to date in the Desk Level Standard Operating Procedures database.

• Ensure that all inventory movements within the hotel are accounted for and are properly supported with appropriate documentation.
• Ensure the implementation of all cost control policies and procedures by all departments
• Ensure all goods received and delivered in and out of the hotel stores are properly documented and accounted for

Your role as a Department Manager is to put the customer & colleagues at the center of everything you do. You need to ensure the highest possible level of customer service and ensure that the visual merchandising is executed according to our guidelines. You maximize the sales opportunities and the profitability of your store by leading with clear actions, as well as follow up on the results. You ensure you have a great team and support their development, trainings, performance and talent pipeline. Our business is your business, so when you grow, we grow.​

Key Responsibilities​

• You lead with a vision to secure the best experience for all our colleagues and customers. ​
• You analyse and follow up on Sales & Profit KPI's for your department. ​
• You support recruitment and ensures growth of team​.
• You evaluate your team’s performance, provide regular feedback, and support succession through their development and training. ​
• You ensure Health & Safety, legal, and security are in accordance with H&M standards and local laws to always secure all employees and customers safety.

You will be responsible for the development of the team and its members ensuring the consistent delivery of the highest quality service to a portfolio of clients and also for the provision of appropriate frameworks and controls to ensure adherence to all procedures and policies.

You will support the development of strategic relationships with clients, monitoring current service levels as well as supporting further business development opportunities with those clients.

Drawing on your existing experience in Corporate, Company or Fiscal law  you will create and maintain a positive and professional environment that motivates team members to learn and develop with regular, frequent and transparent communication.

You will lead and manage all recruitment, resourcing, training and development requirements of the team to meet client demands and career development of team members and also you will lead and manage continuous improvement objectives of the team and contribute to those objectives at a department level also.

You’ll be highly organized, pay close attention to detail and able to bridge the gap between Client Services and Technical/Compliance/Sales etc and know when and how to bring these Subject Matter Experts in as and when necessary.

You will build strong customer relationships with existing and new clients, banks and other external parties, gaining insight into their needs and delivering customer-centric solutions also ensuring we meet our legal and contractual requirements.

Client Services Manager may be required to cover for a Senior Accountant at any time,therefore needs to be competent and confident in all accounting roles and responsibilities as well.

You will lead board and shareholders meetings, reviewing related minutes, agreements and documentation.

We are never complacent and always encourage our people to look for ways to improve our business; here everyone’s opinion counts and we will value your contribution.

Your long-term career goals are important to us too. We want to make sure we’re providing the support and opportunities you need to achieve your dreams so we can build a successful future, together.