Total 2 recruitment consultant job vacancies in Customer Service category in ph makati

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. 

So if you believe in inspiring a better future, read on.

About the Role

Roles and Responsibilities:

• Develops, negotiates and secures Management sign-off of   Service Agreements with Partners including the service scope, expected output, costs and service levels. 
• Amends the Service Agreements as may be necessary due to changing business requirements.
• Ensures that services covered by the Service Agreements are measured and reported to BPI AIA in a timely and regular manner following the agreed formats and supported by transaction details.
• Tracks reports on Service Errors/ Failures received from Partners, Customers and BSEs and ensures that these are closed and resolved with the proper corrective/ preventive action steps.
• Analyzes  reports on actual  Service Level performance and Service Errors/ Failures,   raises gaps and issues to SSM Head and BPI AIA Management,  determines adequacy of measures taken  by Partners and recommends proper course of action to SSM Head and BPI AIA Management.
• Conducts Weekly or Bi Monthly Coordination Meeting with Process Owners/Vendors to discuss reported issues, status and action steps to avoid possible recurrence of the same problem.
• Liaises with partner’s Account Manager or person in charge to ensure timely and successful delivery of all solutions related to service related issues with the objective of meeting customers’ need and providing support to sales force.
• Initiates projects to help improve the service delivery to customers and sales force from development of financial assumptions and business case, project defense, secures approval from all concerned units, project set-up, implementation and attainment of target results.
• Develops capacity planning together with the Shared Services Data Analytics Officer using projected sales volume to ensure that required headcount is in place to deliver the required service and meet the target service level.
• Conducts quarterly review with service providers to assess the quality of the services being rendered and identify areas for improvement and opportunities for improving controls.
• Develops and manages the communication internally as well as with bank partners, AIA PH and other vendors in coordinating the service enhancements, new projects and other activities related to service delivery.
• Development and Sign-off of Service Level Agreement with partners and vendors Attainment of service levels by Partners/ Compliance of other Service KPIs Completion of service reports/ studies on schedule Resolution of Services Issues/ Gaps Completion of regular cadence with service providers Completion of Quarterly Review with service providers

Minimum Job Requirements:

• Graduate 4- or 5-year course in Business, Management or other relevant fields
• At least 5 years of work experience preferably with shared services or audit role or other similar field.
  • Strong knowledge and understanding on process design and control, can read effectively data and reports
• In-depth knowledge of escalation procedures, incident management and other disciplines related to service management
  • With experience in dealing with third party service providers
  • Exceptional customer (internal and external) facing skills
  • With strong ability to manage and prioritize tasks efficiently
• Solid analytical and problem solving skills
• With readiness to demonstrate a proactive attitude
• Adept in the use of Power point, Excel and other Microsoft Office applications
  • Strong interpersonal and communication skills

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

The Staff Consultant, Customer Success will work within our Customer Success team, supporting clients that leverage the Google Marketing Platform (GMP). Specifically, the Staff Consultant is a generalist role that contributes to revenue growth for Merkle | Cardinal Path (“MCP”) by supporting the four key Customer Success functions:

• Customer Onboarding
• Scaled Outreach
• Organic Growth
• Contract Renewals

The optimal candidate will have first-hand experience working with GMP products, particularly Google Analytics. They will also have at least basic familiarity with common enterprise analytics use-cases such as website and paid media optimization.

A successful candidate must be an effective written communicator and possess the ability to work with teammates across locations and time zones. They must have a very strong attention to detail, ensuring that client-facing deliverables meet our standards and that feedback from teammates is incorporated correctly.

Duties & Responsibilities:
 

The Staff Consultant, Customer Success will cover responsibilities related to the four key functions referenced above for a large number of customers.

Onboarding:

• Ensure new customers have a seamless onboarding experience from an administrative and logistical standpoint.
• Minimize time-to-value for the customer.
• Identify any immediate customer issues that need to be addressed and show the customer a path toward resolution.

Scaled Outreach & Organic Growth:

• Use MCP proprietary tools to scan our customers’ Google Analytics accounts (and possibly other GMP product accounts).
• Analyze the output of these scans to identify relevant, compelling opportunities for our customers to gain more value from the GMP products they have purchased from MCP.
• Understand the rationale behind why various recommendations are being made to customers, and how those recommendations can benefit MCP commercially.
• Creates a customer-facing deliverable which reflects the output of the scans, the resulting opportunities that have been identified, and other relevant information.
• Works with customer-facing colleagues across the Customer Success team to ensure the deliverable meets the requirements, incorporating feedback as necessary.
• Ensures all customers are aware of and invited to marketing events such as webinars, client roundtables, etc.

Contract Renewals:

• Work proactively and ahead-of-time to make the contract renewal process stress-free for both customer and MCP.
• Minimize churn by identifying risk in advance and developing a plan to retain at-risk customers.
• Win contracts that are advantageous to MCP, e.g. contracts that auto-renew, contracts that include rate increases, contracts that reduce MCP risk exposure, etc.