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Jobs for Humanity

Relationship & Operations Manager (Philippines Remote)

Full-time

Manila

F&B / Tourism / Hospitality

1 month ago

Company DescriptionWhen you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25..

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

This role manages the overall quality of service delivery and daily operations
through relationship management with the BPOs.

This role will focus on driving improvement in delivery management core processes and opportunities, BPO performance and customer satisfaction.

Act as the main point of contact for the BPO and handle their day-to-day communication and requirements.
Define, develop, communicate and implement standard operating procedures and best practices for BPO execution.
Manage client and BPO expectations to ensure implementation and use of services are within the agreed scope and timeframe.
Manage BPO contract fulfillment from a day-to-day relationship and operational perspective.
Manage BPO staff onboarding, the proper use of all agent tools and offboarding in alignment with Turnitin’s security requirements.
Maintain a working knowledge of operational support requirements and expectations, across Turnitin product lines, to support all BPO teams and foster accountability.
Monitor quality of deliverables according to Turnitin’s expectations and standard operating procedures to ensure that the relevant KPIs are met.
Manage and supervise BPO performance in alignment with Turnitin’s objectives, adjusting milestones as needed to drive BPO and agent-specific performance.
Responsible for ensuring appropriate internal escalations are progressed with proactive and effective communication to minimize any impact.
Focus on improving quality through the use of calibrations, audits, and evaluation of performance scores to maintain operational compliance.
Lead improvement in BPO new hire and overall team performance through ongoing coaching, feedback, positive recognition, and the implementation of corrective action to course correct.
Review analytics and reports to address quality, performance and forecast concerns and opportunities.
Responsible for managing diverse cultural contexts to ensure the successful handling and productivity of all BPO relationships.
Produce supporting materials, including documentation and template plans for use by internal and external stakeholders involved in assessment delivery and reviewing services.
Identify and implement new strategies/policies/systems to improve the quality and efficiency of service delivery performance and accuracy.
Work cross-functionally with our CSMs and Product teams to continually improve performance and drive towards increased self-service and ticket deflection.

Qualifications

Essential

Bachelor’s degree or equivalent experience.
3+ years of experience in managing nearshore/offshore teams.
Prior Vendor Management experience.
Experience gathering business and functional requirements with involved teams (including external partners).
Strong organizational and analytical skills.
Excellent written and verbal communication skills.
A passion for consistent and timely delivery and the personality to overcome any obstacle associated with the ability to work individually or as part of a team.
Highly data-driven with a commitment to process. The ability to thrive in a fast-paced, dynamic and always changing environment.
Working Hours: US Central Time zone.
Demonstrated skill sets:
- Internal and External relations: Create relationships across internal functional teams to develop and maintain line of sight to the client’s objectives.
- Time Management: Coordinate timely completion of client and internal deliverables across functional teams
- Leadership: Lead and collaborate on day-to-day and ad-hoc requests in addition to providing prioritization level to the transversal team.

Desirable

Experience managing remote stakeholders
Experience in customer-facing role, in a high-tech environment
Experience/knowledge of the EdTech industry
Fluency in a European language

Personal attributes

Leading by persuasion and motivation.
A bias for action and ownership.
Ability to collaborate with internal teams for the benefit of the customer.
Empathetic to customer needs, understand the questions that customers ask.

Additional Information

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
Action & Ownership - We have a bias toward action and empower teammates to make decisions.
One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

Remote First Culture
Health Care Coverage*
Education Reimbursement*
Competitive Paid Time Off
4 Self-Care Days per year
National Holidays*
2 Founder Days + Juneteenth Observed
Paid Volunteer Time*
Charitable contribution match*
Monthly Wellness or Home Office Reimbursement/*
Access to Modern Health (mental health platform)
Parental Leave*
Retirement Plan with match/contribution*
* varies by country

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Quick Apply

Jobs for Humanity

Manager, Sales Development (Philippines, Remote)

Full-time

Manila

Sales / Marketing

1 month ago

Company DescriptionWhen you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more th..

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, Ouriginal and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.

Job Description

Turnitin is seeking a strategic and results-driven Sales Development Manager to lead, mentor, and drive a team of Sales Development Representatives (SDRs). In this role, you will oversee a regional APAC team responsible for generating qualified sales opportunities by developing and managing prospecting efforts. You will ensure the team effectively understands the Turnitin Integrity and Assessment product portfolios and how to assess potential customer needs to position the right solutions.

As the Sales Development Manager, your key focus will be guiding your team through the process of lead generation and qualification. You will empower SDRs to partner closely with Account Executives by ensuring they are sourcing quality leads, getting past gatekeepers, and progressing relationships until prospects are ready to engage with sales.

Responsibilities:

Team Leadership: Lead & Mentor: Oversee the day-to-day performance of a team of SDRs, providing coaching, training, and support to ensure they meet their prospecting and lead-generation goals.
Performance Management & Coaching: Monitor and evaluate team members' performance through regular 1:1s, providing constructive feedback and support.
Strategy Execution: Develop and implement prospecting strategies to ensure alignment with the Turnitin sales and marketing teams, focusing on Higher Education and Secondary Education Ideal Customer Profiles.
Performance Tracking: Regularly track, report, and analyze team performance against KPIs, including lead volume, lead quality, and conversion rates.
Process Improvement: Identify areas for improvement in sales processes, tools, and workflows to increase team efficiency.
Collaboration: Work closely with sales, marketing, and other departments to ensure alignment and optimization of the sales funnel.
Goal Setting: Establish clear goals to ensure accountability of team members
Recruitment & Onboarding: Lead hiring efforts, onboard new team members, and ensure a smooth transition into the team.
Motivation & Culture: Foster a positive, results-oriented team culture while promoting professional development.

Qualifications

Requirements:

5+ experience in sales and 3+ years experience in sales leadership
Previous sales leadership experience required
Strong experience in outbound sales prospecting role required
Bachelor's Degree from an accredited institution, or equivalent experience
Action-oriented & ownership mindset
Passion for Learning
Excellent problem solving and time management skills
Self-starter and motivated passionate personality that thrives in a fast-paced environment
Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
3+ years proficiency with SalesForce or other CRM is required
Flawless communication skills, both oral and written communication, and comfortable speaking in public
Experience using LinkedIn Sales Navigator or other similar prospecting applications while keeping track of dead-end leads.
Proven creative problem-solving approach and strong analytical skills.
Values selling with integrity

Preferred:

Preferred experience working across APAC region selling into different countries and navigation cultural norms
2+ years working in a SaaS or Education industry company a plus

Additional Information

Total Rewards @ Turnitin

Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organisation that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritises your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

Customer Centric - We realise our mission to ensure integrity and improve learning outcomes by putting educators and learners at the centre of everything we do.
Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
Action & Ownership - We have a bias toward action and empower teammates to make decisions.
One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximise our impact on education.

Global Benefits

Remote First Culture
Health Care Coverage*
Education Reimbursement*
Competitive Paid Time Off
4 Self-Care Days per year
National Holidays*
2 Founder Days + Juneteenth Observed
Paid Volunteer Time*
Charitable contribution match*
Monthly Wellness or Home Office Reimbursement/*
Access to Modern Health (mental health platform)
Parental Leave*
Retirement Plan with match/contribution*
* varies by country

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Quick Apply

Jobs for Humanity

Manager, Sales Development (Philippines, Remote)

Full-time

Manila

Sales / Marketing

1 month ago

Company DescriptionWhen you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more th..

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, Ouriginal and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.

Job Description

Turnitin is seeking a strategic and results-driven Sales Development Manager to lead, mentor, and drive a team of Sales Development Representatives (SDRs). In this role, you will oversee a regional APAC team responsible for generating qualified sales opportunities by developing and managing prospecting efforts. You will ensure the team effectively understands the Turnitin Integrity and Assessment product portfolios and how to assess potential customer needs to position the right solutions.

As the Sales Development Manager, your key focus will be guiding your team through the process of lead generation and qualification. You will empower SDRs to partner closely with Account Executives by ensuring they are sourcing quality leads, getting past gatekeepers, and progressing relationships until prospects are ready to engage with sales.

Responsibilities:

Team Leadership: Lead & Mentor: Oversee the day-to-day performance of a team of SDRs, providing coaching, training, and support to ensure they meet their prospecting and lead-generation goals.
Performance Management & Coaching: Monitor and evaluate team members' performance through regular 1:1s, providing constructive feedback and support.
Strategy Execution: Develop and implement prospecting strategies to ensure alignment with the Turnitin sales and marketing teams, focusing on Higher Education and Secondary Education Ideal Customer Profiles.
Performance Tracking: Regularly track, report, and analyze team performance against KPIs, including lead volume, lead quality, and conversion rates.
Process Improvement: Identify areas for improvement in sales processes, tools, and workflows to increase team efficiency.
Collaboration: Work closely with sales, marketing, and other departments to ensure alignment and optimization of the sales funnel.
Goal Setting: Establish clear goals to ensure accountability of team members
Recruitment & Onboarding: Lead hiring efforts, onboard new team members, and ensure a smooth transition into the team.
Motivation & Culture: Foster a positive, results-oriented team culture while promoting professional development.

Qualifications

Requirements:

5+ experience in sales and 3+ years experience in sales leadership
Previous sales leadership experience required
Strong experience in outbound sales prospecting role required
Bachelor's Degree from an accredited institution, or equivalent experience
Action-oriented & ownership mindset
Passion for Learning
Excellent problem solving and time management skills
Self-starter and motivated passionate personality that thrives in a fast-paced environment
Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
3+ years proficiency with SalesForce or other CRM is required
Flawless communication skills, both oral and written communication, and comfortable speaking in public
Experience using LinkedIn Sales Navigator or other similar prospecting applications while keeping track of dead-end leads.
Proven creative problem-solving approach and strong analytical skills.
Values selling with integrity

Preferred:

Preferred experience working across APAC region selling into different countries and navigation cultural norms
2+ years working in a SaaS or Education industry company a plus

Additional Information

Total Rewards @ Turnitin

Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organisation that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritises your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

Customer Centric - We realise our mission to ensure integrity and improve learning outcomes by putting educators and learners at the centre of everything we do.
Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
Action & Ownership - We have a bias toward action and empower teammates to make decisions.
One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximise our impact on education.

Global Benefits

Remote First Culture
Health Care Coverage*
Education Reimbursement*
Competitive Paid Time Off
4 Self-Care Days per year
National Holidays*
2 Founder Days + Juneteenth Observed
Paid Volunteer Time*
Charitable contribution match*
Monthly Wellness or Home Office Reimbursement/*
Access to Modern Health (mental health platform)
Parental Leave*
Retirement Plan with match/contribution*
* varies by country

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Quick Apply

Jobs for Humanity

Project Manager Senior – Voice Technology

Full-time

Manila

Business Management / Project / Planning

2 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Travel Percentage :

0%

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.

What you will be doing:

Plans and coordinates all aspects of technical projects from initiation through delivery.
Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed.
Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
Interacts with product development, sales, client relationship teams, technology solutions, service delivery and/or other cross-functional teams.
Identifies needed resources for projects, defines and assigns major project roles.
Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
Assigns and monitors work of project team providing technical and analytical support and direction. Interfaces with external clients or field-based employees on technical matters as needed.
Manages project risks, issues/problems and activity progress to ensure project goals, e.g., deadline, scope and quality are achieved. Assists with problem resolution or risk mitigation as needed.
May manage the integration of vendor/subcontractor tasks and track and review vendor/subcontractor deliverables, if appropriate for the project.
May include customizing base products to meet client requirements, system integration with other FIS or third-party products or consulting projects and engagements.
Serves as liaison between technical and non-technical teams, in internal organizations as well as in client and vendor/subcontractor organizations to ensure all project targets and requirements are met.
Delivers informational and decision-seeking presentations to technical and business groups in FIS and/or in client organizations.
Conducts project closure activities to formalize and communicate the project acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement.
May directly oversee employees assigned to manage specific project that have a distinct beginning and end. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Identifies project management coordination process gaps or areas for improvement, recommends and implements solutions.
May work at client sites from time to time requiring some travel.
Other related duties assigned as needed.

What you will bring:

Must have skills/tools/experience -- Extensive knowledge of project management standards, processes, procedures and guidelines; Agile Methodology
Nice to have skills/tools/experience -- Any voice technology experience such as Avaya, Nice, Genesys, Nuance IVR, Voice Biometrics, NLU (Natural Language Understanding)
Must be amenable to work on a hybrid setup. Office location is at Ecoplaza Building, Magallanes, Makati (near EDSA Magallanes MRT Station)
Must be amenable to work either EMEA or US hours
Knowledge of the industry project management best practices, i.e., Project Management Body of Knowledge (PMBOK)
Knowledge of various types of IT project methodologies and life cycles, e.g., conversions, incremental, rapid delivery, classic or traditional waterfall phases of analysis, design, development, testing, implementation and the correct project application
Knowledge of standards relevant to the software industry , e.g., ISO, CMM, Six Sigma
Knowledge of financial services industry
Knowledge of company’s products and services
Advanced skill in the use of project management software to manage projects, e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum
Demonstrated skill in managing project budgets and timelines
Skill in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints
Excellent analysis, problem-solving, team, conflict management and time management skills
Excellent verbal and written communication skills
Ability to interact effectively with executive level clients
Ability to set clear expectations, manage team performance and build high morale among team members
Ability to maintain confidentiality and carry out assignments that are sensitive in nature

What we offer:

A competitive salary and benefits, including HMO on Day 1
Great workspaces with dedicated and motivated colleagues
A variety of career development tools, resources & opportunities

#LI-JO1

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

Quick Apply

Jobs for Humanity

Online Community Manager (PH remote)

Full-time

Manila

Others

2 months ago

Company DescriptionWhen you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25..

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

Overview: We are seeking a dynamic and passionate Online Community Manager to join the Customer Engagement team. As an Online Community Manager, you will be responsible for nurturing, growing, and engaging our online community across various channels in order to foster meaningful interactions and relationships.

Responsibilities:

Community Engagement:
- Develop strategies to foster a vibrant online community atmosphere, including the potential addition of badging and gamification initiatives.
- Initiate and moderate discussions, responding to comments and engaging with community members.
- Encourage community participation and facilitate user-generated content initiatives.
- Identify potential customer advocates for work with marketing and/or product.
Content Management:
- Curate and create content that resonates with the community's interests and values, including varying content for different personas.
- Coordinate with content creators, internal stakeholder teams, ensuring content aligns with community preferences.
- Regularly update community channels with relevant information and resources.
- Understand upcoming product release and successful use cases for user personas
Community Support:
- Serve as a primary point of contact for community members, addressing inquiries and concerns.
- Monitor community feedback and sentiment, providing insights to relevant teams.
- Implement strategies to enhance the overall community experience.
Events and Initiatives:
- Plan and execute online events, such as webinars, AMAs (Ask Me Anything), office hours, and live streams.
- Collaborate with the Teaching and Learning Innovations (TLI) team, marketing, and partnerships teams to promote community events.
- Measure the success of community initiatives and optimize strategies based on data-driven insights including aggressive KPIs
Community Advocacy:
- Advocate for the community’s needs and preferences within the organization.
- Work closely with product teams to communicate community feedback and influence product development.
- Identify and empower community leaders and influencers, cultivating a network of brand advocates.

Qualifications

Proven experience (2 years) as an Online Community Manager or similar role.
Deep understanding of online community dynamics and best practices.
Excellent written and verbal communication skills.
Strong organizational and multitasking abilities.
Ability to analyze community metrics and derive actionable insights.
Passion for building and nurturing communities around shared interests.

Preferred Qualifications:

Experience with the education industry and jargon
Experience with community platforms and tools (e.g., forums, Slack, Discord).
Background in customer support or user engagement roles.
Familiarity with SEO and content marketing principles.

Additional Information

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
Action & Ownership - We have a bias toward action and empower teammates to make decisions.
One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

Remote First Culture
Health Care Coverage*
Education Reimbursement*
Competitive Paid Time Off
4 Self-Care Days per year
National Holidays*
2 Founder Days + Juneteenth Observed
Paid Volunteer Time*
Charitable contribution match*
Monthly Wellness or Home Office Reimbursement/*
Access to Modern Health (mental health platform)
Parental Leave*
Retirement Plan with match/contribution*
* varies by country

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Quick Apply

Jobs for Humanity

Online Community Manager (PH remote)

Full-time

Manila

Others

2 months ago

Company DescriptionCompany descriptionWhen you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education..

Company Description

Company description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

Overview: We are seeking a dynamic and passionate Online Community Manager to join the Customer Engagement team. As an Online Community Manager, you will be responsible for nurturing, growing, and engaging our online community across various channels in order to foster meaningful interactions and relationships.

Responsibilities:

Community Engagement:
- Develop strategies to foster a vibrant online community atmosphere, including the potential addition of badging and gamification initiatives.
- Initiate and moderate discussions, responding to comments and engaging with community members.
- Encourage community participation and facilitate user-generated content initiatives.
- Identify potential customer advocates for work with marketing and/or product.
Content Management:
- Curate and create content that resonates with the community's interests and values, including varying content for different personas.
- Coordinate with content creators, internal stakeholder teams, ensuring content aligns with community preferences.
- Regularly update community channels with relevant information and resources.
- Understand upcoming product release and successful use cases for user personas
Community Support:
- Serve as a primary point of contact for community members, addressing inquiries and concerns.
- Monitor community feedback and sentiment, providing insights to relevant teams.
- Implement strategies to enhance the overall community experience.
Events and Initiatives:
- Plan and execute online events, such as webinars, AMAs (Ask Me Anything), office hours, and live streams.
- Collaborate with the Teaching and Learning Innovations (TLI) team, marketing, and partnerships teams to promote community events.
- Measure the success of community initiatives and optimize strategies based on data-driven insights including aggressive KPIs
Community Advocacy:
- Advocate for the community’s needs and preferences within the organization.
- Work closely with product teams to communicate community feedback and influence product development.
- Identify and empower community leaders and influencers, cultivating a network of brand advocates.

Qualifications

Proven experience (2 years) as an Online Community Manager or similar role.
Deep understanding of online community dynamics and best practices.
Excellent written and verbal communication skills.
Strong organizational and multitasking abilities.
Ability to analyze community metrics and derive actionable insights.
Passion for building and nurturing communities around shared interests.

Preferred Qualifications:

Experience with the education industry and jargon
Experience with community platforms and tools (e.g., forums, Slack, Discord).
Background in customer support or user engagement roles.
Familiarity with SEO and content marketing principles.

Additional Information

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
Action & Ownership - We have a bias toward action and empower teammates to make decisions.
One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

Remote First Culture
Health Care Coverage*
Education Reimbursement*
Competitive Paid Time Off
4 Self-Care Days per year
National Holidays*
2 Founder Days + Juneteenth Observed
Paid Volunteer Time*
Charitable contribution match*
Monthly Wellness or Home Office Reimbursement/*
Access to Modern Health (mental health platform)
Parental Leave*
Retirement Plan with match/contribution*
* varies by country

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Quick Apply

Jobs for Humanity

Project Manager I - Technology [SD-WAN]

Full-time

Manila

Business Management / Project / Planning

2 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Quick Apply

Jobs for Humanity

Senior Project Manager (Banking/Lending Systems)

Full-time

Manila

Business Management / Project / Planning

3 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Travel Percentage :

10 - 15%

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.

About the role

As a Project Manager Senior - Professional Services, you will primarily be supporting clients across Asia Pacific (Including the Philippines) for our Commercial Lending Products. However, there will be opportunities to work for other FIS Products if opportunity arises.

About the team

You will be part of a Regional Project Management team that is composed of seasoned Project Managers across Asia Pacific to be lead by the Project Management Director.

What you will be doing

End-to-End Project Management for Software Implementation Projects under the Commercial Lending space.
Plans and coordinates all aspects of projects from initiation through delivery.
Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
Identifies needed resources for projects, defines and assigns major project roles.
Creates project charters to identify project scope, critical success factors, risks, etc.
Manages the project work plan and holds the team and project resources accountable to variances in budget and hours.
Possess thorough understanding of estimation, letters of agreement, master service agreements, staffing model, average bill rates and cost structure by level.
Interacts with sales, systems engineering, product development, and other members of cross-functional teams.
Oversees schedules and budgets to ensure goal attainment.
Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
Manages project risks, issues/problems and activity progress to ensure project goals, e.g., deadline, scope and quality are achieved. Assists with problem resolution or risk mitigation as needed.
May include managing the customization of base products to meet client requirements, system integration with other FIS or third-party products or consulting projects and engagements.
Delivers informational and decision-seeking presentations to technical and business groups in FIS and/or in client organizations.
Identifies project management coordination process gaps or areas for improvement, recommends and implements solutions.
May work at client sites from time to time requiring some travel.
Other related duties assigned as needed.

What you bring:

At least 10 years of end-to-end Project Management experience in IT Software Implementation Projects for Banking/ Lending/ Capital Markets.
Extensive knowledge of project management standards, processes, procedures and guidelines
Must have background and demonstrated skill in managing project budgets and timelines as the primary project manager on the vendor side (as oppose to the client/banking side)
Must have client face to face experience for business requirement gathering and analysis.
Knowledge of the industry project management best practices, i.e., Project Management Body of Knowledge (PMBOK)
Knowledge of various types of IT project methodologies and life cycles, e.g., conversions, incremental, rapid delivery, classic or traditional waterfall phases of analysis, design, development, testing, implementation and the correct project application
Advanced skill in the use of project management software to manage projects, e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum
Skills in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints

What we offer you

A career at FIS is more than just a job. It’s the change to shape the future of fintech.

Competitive salary and benefits
A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back

#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

Quick Apply

Jobs for Humanity

Call Center Quality Analyst I

Full-time

Cebu City

Customer Service

3 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage :..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

0%

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

Job Summary

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

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

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

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

What you will be doing

Monitor agents on various channels such as Voice and Offline tickets.
Coach agents on a regular basis discussing performance, strengths and AFI’s.
Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns.
Conduct analysis on QA and CAT performance through weekly and monthly reports.
Identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints.
Collaborate with stakeholders on items needing assistance such as KB updation, training gaps and performance management.
First point of contact for circa 150 clients, internal IT and business users of IT services.
First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
Ticket ownership which includes keeping clients and users informed of progress, tracking and escalating issues as necessary.
Daily operational tasks (e.g. mainframe checks, SQL queries, data reconciliation).
Provide English language service by phone and email.
When unable to resolve incidents/requests efficiently, able to confidently escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge and document into the knowledge base for the wider team.
Full end to end Access Control including Password Resets, Unlocks and User Administration.
Track and update tickets to the clients SLA’s and internal OLA’s
Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping
Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs
Provides technical support activities for a software production processing environment
Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
Asks probing questions to gather relevant information on routine and complex calls.
Uses effective listening skills to develop understanding of client questions or issues.
Maintains passwords, data integrity and file system security for a variety of applications
Communicates highly technical information to both technical and nontechnical personnel.
Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
Good organizational skills and ability to handle multiple tasks and meet deadlines
Ability to utilize judgment in decision making process and decisions related to job tasks
General business skills, industry knowledge, financial management and planning skills
Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations
Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
Communicate confidently with clients and internal users using Microsoft Teams, email and software tools.
First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment.
Good understanding of IT Infrastructure, hosted systems and Active Directory.
Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.
Carry out system checks and notify support teams of problems.
Improve or maintain existing procedures within our ServiceNow knowledge base.
User maintenance on a variety of systems using strict logical access procedures.
Carry out auditing and operational review activities to ensure FIS remains compliant.
Participate in team projects that enhance the quality or efficiency of the Service Desk.
Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.
Updating operational and technical documentation together with product user guides as required.
Work within the scheme compliance and regulatory frameworks.

What you bring

At least 1 year of work experience
Ability to work both independently and in a team environment
Use of Incident/Service request tooling, ServiceNow preferable but not essential
Excellent customer service skills that build high levels of customer satisfaction
Good oral and written communication skills in English including documentation writing.
Educated to at least GCSE English Grade A-C.
Experience in MS Office and using basic software applications.
Experienced in 1st line support with previous exposure to a call logging system is preferred
E.g. Service Desk experience or similar (Help Desk, Call Centre, IT Operations).
Some knowledge of ITIL Service Desk and Incident Management.
Good attention to detail and ability to extract the relevant information from callers.
Good analytical skills.
Knowledge of the card payments industry preferred
Transaction Processing and Banking
Offline Ticket Handling
Triage skills

What we offer you

A competitive salary and benefits.
Great workspaces with dedicated and motivated colleagues.
A variety of career development tools, resources and opportunities.

#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

Quick Apply

Jobs for Humanity

Call Center Quality Analyst I

Full-time

Manila

Customer Service

3 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage :..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

0%

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

Job Summary

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

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

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

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

What you will be doing

Monitor agents on various channels such as Voice and Offline tickets.
Coach agents on a regular basis discussing performance, strengths and AFI’s.
Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns.
Conduct analysis on QA and CAT performance through weekly and monthly reports.
Identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints.
Collaborate with stakeholders on items needing assistance such as KB updation, training gaps and performance management.
First point of contact for circa 150 clients, internal IT and business users of IT services.
First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
Ticket ownership which includes keeping clients and users informed of progress, tracking and escalating issues as necessary.
Daily operational tasks (e.g. mainframe checks, SQL queries, data reconciliation).
Provide English language service by phone and email.
When unable to resolve incidents/requests efficiently, able to confidently escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge and document into the knowledge base for the wider team.
Full end to end Access Control including Password Resets, Unlocks and User Administration.
Track and update tickets to the clients SLA’s and internal OLA’s
Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping
Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs
Provides technical support activities for a software production processing environment
Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
Asks probing questions to gather relevant information on routine and complex calls.
Uses effective listening skills to develop understanding of client questions or issues.
Maintains passwords, data integrity and file system security for a variety of applications
Communicates highly technical information to both technical and nontechnical personnel.
Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
Good organizational skills and ability to handle multiple tasks and meet deadlines
Ability to utilize judgment in decision making process and decisions related to job tasks
General business skills, industry knowledge, financial management and planning skills
Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations
Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
Communicate confidently with clients and internal users using Microsoft Teams, email and software tools.
First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment.
Good understanding of IT Infrastructure, hosted systems and Active Directory.
Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.
Carry out system checks and notify support teams of problems.
Improve or maintain existing procedures within our ServiceNow knowledge base.
User maintenance on a variety of systems using strict logical access procedures.
Carry out auditing and operational review activities to ensure FIS remains compliant.
Participate in team projects that enhance the quality or efficiency of the Service Desk.
Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.
Updating operational and technical documentation together with product user guides as required.
Work within the scheme compliance and regulatory frameworks.

What you bring

At least 1 year of work experience
Ability to work both independently and in a team environment
Use of Incident/Service request tooling, ServiceNow preferable but not essential
Excellent customer service skills that build high levels of customer satisfaction
Good oral and written communication skills in English including documentation writing.
Educated to at least GCSE English Grade A-C.
Experience in MS Office and using basic software applications.
Experienced in 1st line support with previous exposure to a call logging system is preferred
E.g. Service Desk experience or similar (Help Desk, Call Centre, IT Operations).
Some knowledge of ITIL Service Desk and Incident Management.
Good attention to detail and ability to extract the relevant information from callers.
Good analytical skills.
Knowledge of the card payments industry preferred
Transaction Processing and Banking
Offline Ticket Handling
Triage skills

What we offer you

A competitive salary and benefits.
Great workspaces with dedicated and motivated colleagues.
A variety of career development tools, resources and opportunities.

#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

Quick Apply

Jobs for Humanity

NetSuite Business Analyst / Project Manager (Philippines Remote)

Full-time

Manila

Business Management / Project / Planning

3 months ago

Company DescriptionWhen you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25..

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

The Business Analyst will be responsible for analyzing, configuring, and optimizing our NetSuite ERP and other financial systems. This role will work closely with the accounting, finance operations, and FP&A teams, providing support and insights to users across multiple time zones.

Key Responsibilities:

System Analysis and Optimization:

Conduct thorough analyses of current finance processes and systems, identifying inefficiencies and recommending optimized solutions.
Develop detailed process maps and workflows to streamline financial operations and enhance system performance.

Integration Management:

Oversee the integration of NetSuite with other financial systems and third-party applications, ensuring seamless data flow and synchronization.

Training and Documentation:

Develop and deliver comprehensive training programs for new and existing users on NetSuite functionalities and finance processes.
Create and maintain detailed documentation for financial system policies, procedures, configurations, and customizations.

Change Management:

Collaborate with stakeholders to gather and document detailed change requests, develop functional specifications, and implement approved changes.
Conduct impact assessments, develop test plans, and coordinate user acceptance testing (UAT) to ensure successful system updates and enhancements.

User Support:

Provide expert-level support to end users, addressing queries and issues via help desk ticketing systems and direct communication.

Special Projects:

Lead and participate in special projects and strategic initiatives aimed at improving finance systems and processes.
Collaborate with cross-functional teams to drive continuous improvement and innovation in financial operations.

Stakeholder Communication:

Facilitate regular meetings with finance, accounting, and FP&A teams to discuss system performance, gather feedback, and identify improvement opportunities.
Prepare and present detailed reports and presentations on system performance, project progress, and improvement initiatives to senior management.

Compliance and Risk Management:

Ensure financial systems comply with internal policies, industry standards, and regulatory requirements.
Conduct periodic reviews and audits of financial processes and systems to identify and mitigate risks.

Qualifications

At least 2+ years of experience as a Business Analyst with a focus on NetSuite ERP.
Proven experience in analyzing and improving finance processes.
At least 2+ years of experience working with financial systems and help desk ticketing systems.
Extensive understanding of NetSuite, including advanced revenue management (ARM) and multi-book accounting.
Extensive experience with JIRA and Confluence, including writing User Stories, tracking Defects, and creating in-system reports to monitor sprint/release progress and identify areas for improvement.
Management of complex business and functional requirements using Epic / Feature / Story hierarchies.
Experience with lucid, balsamiq or familiar tools for process flow and modeling of requirements into designs
Experience in developing and recording Testing and User Acceptance Plans.
Ability to translate high level business objectives into technical business requirements and stories, partnering across development teams to ensure that we deliver high quality solutions that meet (or exceed) the business expectations
Familiarity with project management principles and methodologies, manage shifting priorities, demands, and timelines with strong analytical and problem-solving abilities.

Additional Information

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
Action & Ownership - We have a bias toward action and empower teammates to make decisions.
One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

Remote First Culture
Health Care Coverage*
Education Reimbursement*
Competitive Paid Time Off
4 Self-Care Days per year
National Holidays*
2 Founder Days + Juneteenth Observed
Paid Volunteer Time*
Charitable contribution match*
Monthly Wellness or Home Office Reimbursement/*
Access to Modern Health (mental health platform)
Parental Leave*
Retirement Plan with match/contribution*
* varies by country

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Quick Apply

Jobs for Humanity

Project Manager I -Technology

Full-time

Manila

Business Management / Project / Planning

4 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Travel Percentage :

0%

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

Responsible for all aspects of assigned technical projects. Projects may be focused on development of new or upgraded products and services, internal information system-specific projects that may involve development or enhancement of internal applications, technology integration and/or infrastructure environment build-out, delivery by service teams for outsourced solutions to external clients or delivery of new or enhanced products and/or services to improve customer satisfaction through use of technology.

What you will be doing

• Plans and coordinates all aspects of technical projects from initiation through delivery.
• Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed.
• Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
• Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
• Interacts with product development, sales, client relationship teams, technology solutions, service delivery and/or other cross-functional teams.
• Identifies needed resources for projects, defines and assigns major project roles.
• Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
• Assigns and monitors work of project team providing technical and analytical support and direction. Interfaces with external clients or field-based employees on technical matters as needed.
• Manages project risks, issues/problems and activity progress to ensure project goals, e.g., deadline, scope and quality are achieved. Assists with problem resolution or risk mitigation as needed.
• May manage the integration of vendor/subcontractor tasks and track and review vendor/subcontractor deliverables, if appropriate for the project.
• May include customizing base products to meet client requirements, system integration with other FIS or third-party products or consulting projects and engagements.
• Serves as liaison between technical and non-technical teams, in internal organizations as well as in client and vendor/subcontractor organizations to ensure all project targets and requirements are met.
• Delivers informational and decision-seeking presentations to technical and business groups in FIS and/or in client organizations.
• Conducts project closure activities to formalize and communicate the project acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement.
• May directly oversee employees assigned to manage specific project that have a distinct beginning and end. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies project management coordination process gaps or areas for improvement, recommends and implements solutions.
• May work at client sites from time to time requiring some travel.
• Other related duties assigned as needed.

What you bring :

• Minimum of 8 years of experience required.

• Experience on most of these types of projects but focus should be on 1-4.

1. SDWAN

2. Migration Network Hardware Refresh

3. Network Application (Upgrade, Integration, Deployment)

4. Voice: Cisco / 8x8 Cloud Calling

5. Infrastructure / Network (Deployment, Consolidation, Refresh)

6. Voice: Cisco / 8x8 Cloud Calling

7. CoS

8. Managed Security Services

9. Cloud Migration

10. CITRIX

Nice to have skills/tools/experience/certification :

1. Project Management Certification (Prince2, SAFE, PMP, Etc.)

2. PM Tools experience

3. JIRA

4. Planview

5. SNOW

6. Microsoft Project

7. Microsoft office tools

•Bachelor’s degree in computer science, management information systems or business administration or the equivalent combination of education, training, or work experience. PMP (Project Management Professional) certification may be required.
• Extensive knowledge of project management standards, processes, procedures and guidelines
• Knowledge of the industry project management best practices, i.e., Project Management Body of Knowledge (PMBOK)
• Knowledge of various types of IT project methodologies and life cycles, e.g., conversions, incremental, rapid delivery, classic or traditional waterfall phases of analysis, design, development, testing, implementation and the correct project application
• Knowledge of financial services industry
• Knowledge of company’s products and services
• Advanced skill in the use of project management software to manage projects, e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum
• Demonstrated skill in managing project budgets and timelines
• Skill in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints
• Excellent analysis, problem-solving, team, conflict management and time management skills
• Excellent verbal and written communication skills
• Ability to interact effectively with executive level clients
• Ability to set clear expectations, manage team performance and build high morale among team members
• Ability to maintain confidentiality and carry out assignments that are sensitive in nature

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

Quick Apply

Jobs for Humanity

Senior Project Manager (Banking/Lending Systems)

Full-time

Manila

Business Management / Project / Planning

5 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Travel Percentage :

10 - 15%

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.

About the role

As a Project Manager Senior - Professional Services, you will primarily be supporting clients across Asia Pacific (Including the Philippines) for our Commercial Lending Products. However, there will be opportunities to work for other FIS Products if opportunity arises.

About the team

You will be part of a Regional Project Management team that is composed of seasoned Project Managers across Asia Pacific to be lead by the Project Management Director.

What you will be doing

End-to-End Project Management for Software Implementation Projects under the Commercial Lending space.
Plans and coordinates all aspects of projects from initiation through delivery.
Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
Identifies needed resources for projects, defines and assigns major project roles.
Creates project charters to identify project scope, critical success factors, risks, etc.
Manages the project work plan and holds the team and project resources accountable to variances in budget and hours.
Possess thorough understanding of estimation, letters of agreement, master service agreements, staffing model, average bill rates and cost structure by level.
Interacts with sales, systems engineering, product development, and other members of cross-functional teams.
Oversees schedules and budgets to ensure goal attainment.
Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
Manages project risks, issues/problems and activity progress to ensure project goals, e.g., deadline, scope and quality are achieved. Assists with problem resolution or risk mitigation as needed.
May include managing the customization of base products to meet client requirements, system integration with other FIS or third-party products or consulting projects and engagements.
Delivers informational and decision-seeking presentations to technical and business groups in FIS and/or in client organizations.
Identifies project management coordination process gaps or areas for improvement, recommends and implements solutions.
May work at client sites from time to time requiring some travel.
Other related duties assigned as needed.

What you bring:

At least 10 years of end-to-end Project Management experience in IT Software Implementation Projects for Banking/ Lending/ Capital Markets.
Extensive knowledge of project management standards, processes, procedures and guidelines
Must have background and demonstrated skill in managing project budgets and timelines as the primary project manager on the vendor side (as oppose to the client/banking side)
Must have client face to face experience for business requirement gathering and analysis.
Knowledge of the industry project management best practices, i.e., Project Management Body of Knowledge (PMBOK)
Knowledge of various types of IT project methodologies and life cycles, e.g., conversions, incremental, rapid delivery, classic or traditional waterfall phases of analysis, design, development, testing, implementation and the correct project application
Advanced skill in the use of project management software to manage projects, e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum
Skills in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints

What we offer you

A career at FIS is more than just a job. It’s the change to shape the future of fintech.

Competitive salary and benefits
A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back

#LI-AR3

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

Quick Apply

Jobs for Humanity

Project Manager II - Technology

Full-time

Manila

Business Management / Project / Planning

5 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Travel Percentage :

0%

Job Posting Description

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

Responsible for all aspects of assigned technical projects. Projects may be focused on development of new or upgraded products and services, internal information system-specific projects that may involve development or enhancement of internal applications, technology integration and/or infrastructure environment build-out, delivery by service teams for outsourced solutions to external clients or delivery of new or enhanced products and/or services to improve customer satisfaction through use of technology.

What you will be doing

• Plans and coordinates all aspects of technical projects from initiation through delivery.
• Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed.
• Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
• Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
• Interacts with product development, sales, client relationship teams, technology solutions, service delivery and/or other cross-functional teams.
• Identifies needed resources for projects, defines and assigns major project roles.
• Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
• Assigns and monitors work of project team providing technical and analytical support and direction. Interfaces with external clients or field-based employees on technical matters as needed.
• Manages project risks, issues/problems and activity progress to ensure project goals, e.g., deadline, scope and quality are achieved. Assists with problem resolution or risk mitigation as needed.
• May manage the integration of vendor/subcontractor tasks and track and review vendor/subcontractor deliverables, if appropriate for the project.
• May include customizing base products to meet client requirements, system integration with other FIS or third-party products or consulting projects and engagements.
• Serves as liaison between technical and non-technical teams, in internal organizations as well as in client and vendor/subcontractor organizations to ensure all project targets and requirements are met.
• Delivers informational and decision-seeking presentations to technical and business groups in FIS and/or in client organizations.
• Conducts project closure activities to formalize and communicate the project acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement.
• May directly oversee employees assigned to manage specific project that have a distinct beginning and end. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies project management coordination process gaps or areas for improvement, recommends and implements solutions.
• May work at client sites from time to time requiring some travel.
• Other related duties assigned as needed.

What you bring :

• Minimum of 11 years’ experience required.

• Experience on most of these types of projects but focus should be on 1-4.

1. SDWAN

2. Migration Network Hardware Refresh

3. Network Application (Upgrade, Integration, Deployment)

4. Voice: Cisco / 8x8 Cloud Calling

5. Infrastructure / Network (Deployment, Consolidation, Refresh)

6. Voice: Cisco / 8x8 Cloud Calling

7. CoS

8. Managed Security Services

9. Cloud Migration

10. CITRIX

Nice to have skills/tools/experience/certification :

1. Project Management Certification (Prince2, SAFE, PMP, Etc.)

2. PM Tools experience

3. JIRA

4. Planview

5. SNOW

6. Microsoft Project

7. Microsoft office tools

•Bachelor’s degree in computer science, management information systems or business administration or the equivalent combination of education, training, or work experience. PMP (Project Management Professional) certification may be required.
• Extensive knowledge of project management standards, processes, procedures and guidelines
• Knowledge of the industry project management best practices, i.e., Project Management Body of Knowledge (PMBOK)
• Knowledge of various types of IT project methodologies and life cycles, e.g., conversions, incremental, rapid delivery, classic or traditional waterfall phases of analysis, design, development, testing, implementation and the correct project application
• Knowledge of financial services industry
• Knowledge of company’s products and services
• Advanced skill in the use of project management software to manage projects, e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum
• Demonstrated skill in managing project budgets and timelines
• Skill in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints
• Excellent analysis, problem-solving, team, conflict management and time management skills
• Excellent verbal and written communication skills
• Ability to interact effectively with executive level clients
• Ability to set clear expectations, manage team performance and build high morale among team members
• Ability to maintain confidentiality and carry out assignments that are sensitive in nature

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

Quick Apply

Jobs for Humanity

Call Center Quality Analyst I

Full-time

Cebu City

Customer Service

6 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage :..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

0%

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

Quick Apply

Jobs for Humanity

Call Center Quality Analyst I

Full-time

Manila

Customer Service

6 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage :..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

0%

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

Quick Apply

Jobs for Humanity

Project Manager I - Technology [SD-WAN]

Full-time

Manila

Business Management / Project / Planning

6 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Quick Apply

Jobs for Humanity

Project Manager I - Technology [SD-WAN]

Full-time

Manila

Business Management / Project / Planning

6 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Quick Apply

Jobs for Humanity

Project Manager II - Technology [SD-WAN]

Full-time

Manila

Business Management / Project / Planning

6 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Travel Percentage :

0%

Job Posting Description

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

Responsible for all aspects of assigned technical projects. Projects may be focused on development of new or upgraded products and services, internal information system-specific projects that may involve development or enhancement of internal applications, technology integration and/or infrastructure environment build-out, delivery by service teams for outsourced solutions to external clients or delivery of new or enhanced products and/or services to improve customer satisfaction through use of technology.

What you will be doing

• Plans and coordinates all aspects of technical projects from initiation through delivery.
• Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed.
• Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
• Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
• Interacts with product development, sales, client relationship teams, technology solutions, service delivery and/or other cross-functional teams.
• Identifies needed resources for projects, defines and assigns major project roles.
• Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
• Assigns and monitors work of project team providing technical and analytical support and direction. Interfaces with external clients or field-based employees on technical matters as needed.
• Manages project risks, issues/problems and activity progress to ensure project goals, e.g., deadline, scope and quality are achieved. Assists with problem resolution or risk mitigation as needed.
• May manage the integration of vendor/subcontractor tasks and track and review vendor/subcontractor deliverables, if appropriate for the project.
• May include customizing base products to meet client requirements, system integration with other FIS or third-party products or consulting projects and engagements.
• Serves as liaison between technical and non-technical teams, in internal organizations as well as in client and vendor/subcontractor organizations to ensure all project targets and requirements are met.
• Delivers informational and decision-seeking presentations to technical and business groups in FIS and/or in client organizations.
• Conducts project closure activities to formalize and communicate the project acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement.
• May directly oversee employees assigned to manage specific project that have a distinct beginning and end. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies project management coordination process gaps or areas for improvement, recommends and implements solutions.
• May work at client sites from time to time requiring some travel.
• Other related duties assigned as needed.

What you bring :

• Minimum of 11 years’ experience required.

• Experience on most of these types of projects but focus should be on 1-4.

1. SDWAN

2. Migration Network Hardware Refresh

3. Network Application (Upgrade, Integration, Deployment)

4. Voice: Cisco / 8x8 Cloud Calling

5. Infrastructure / Network (Deployment, Consolidation, Refresh)

6. Voice: Cisco / 8x8 Cloud Calling

7. CoS

8. Managed Security Services

9. Cloud Migration

10. CITRIX

Nice to have skills/tools/experience/certification :

1. Project Management Certification (Prince2, SAFE, PMP, Etc.)

2. PM Tools experience

3. JIRA

4. Planview

5. SNOW

6. Microsoft Project

7. Microsoft office tools

•Bachelor’s degree in computer science, management information systems or business administration or the equivalent combination of education, training, or work experience. PMP (Project Management Professional) certification may be required.
• Extensive knowledge of project management standards, processes, procedures and guidelines
• Knowledge of the industry project management best practices, i.e., Project Management Body of Knowledge (PMBOK)
• Knowledge of various types of IT project methodologies and life cycles, e.g., conversions, incremental, rapid delivery, classic or traditional waterfall phases of analysis, design, development, testing, implementation and the correct project application
• Knowledge of financial services industry
• Knowledge of company’s products and services
• Advanced skill in the use of project management software to manage projects, e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum
• Demonstrated skill in managing project budgets and timelines
• Skill in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints
• Excellent analysis, problem-solving, team, conflict management and time management skills
• Excellent verbal and written communication skills
• Ability to interact effectively with executive level clients
• Ability to set clear expectations, manage team performance and build high morale among team members
• Ability to maintain confidentiality and carry out assignments that are sensitive in nature

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.

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Jobs for Humanity

Project Manager II - Technology [SD-WAN]

Full-time

Manila

Business Management / Project / Planning

6 months ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration T..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Travel Percentage :

0%

Job Posting Description

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

Responsible for all aspects of assigned technical projects. Projects may be focused on development of new or upgraded products and services, internal information system-specific projects that may involve development or enhancement of internal applications, technology integration and/or infrastructure environment build-out, delivery by service teams for outsourced solutions to external clients or delivery of new or enhanced products and/or services to improve customer satisfaction through use of technology.

What you will be doing

• Plans and coordinates all aspects of technical projects from initiation through delivery.
• Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed.
• Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
• Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
• Interacts with product development, sales, client relationship teams, technology solutions, service delivery and/or other cross-functional teams.
• Identifies needed resources for projects, defines and assigns major project roles.
• Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
• Assigns and monitors work of project team providing technical and analytical support and direction. Interfaces with external clients or field-based employees on technical matters as needed.
• Manages project risks, issues/problems and activity progress to ensure project goals, e.g., deadline, scope and quality are achieved. Assists with problem resolution or risk mitigation as needed.
• May manage the integration of vendor/subcontractor tasks and track and review vendor/subcontractor deliverables, if appropriate for the project.
• May include customizing base products to meet client requirements, system integration with other FIS or third-party products or consulting projects and engagements.
• Serves as liaison between technical and non-technical teams, in internal organizations as well as in client and vendor/subcontractor organizations to ensure all project targets and requirements are met.
• Delivers informational and decision-seeking presentations to technical and business groups in FIS and/or in client organizations.
• Conducts project closure activities to formalize and communicate the project acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement.
• May directly oversee employees assigned to manage specific project that have a distinct beginning and end. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies project management coordination process gaps or areas for improvement, recommends and implements solutions.
• May work at client sites from time to time requiring some travel.
• Other related duties assigned as needed.

What you bring :

• Minimum of 11 years’ experience required.

• Experience on most of these types of projects but focus should be on 1-4.

1. SDWAN

2. Migration Network Hardware Refresh

3. Network Application (Upgrade, Integration, Deployment)

4. Voice: Cisco / 8x8 Cloud Calling

5. Infrastructure / Network (Deployment, Consolidation, Refresh)

6. Voice: Cisco / 8x8 Cloud Calling

7. CoS

8. Managed Security Services

9. Cloud Migration

10. CITRIX

Nice to have skills/tools/experience/certification :

1. Project Management Certification (Prince2, SAFE, PMP, Etc.)

2. PM Tools experience

3. JIRA

4. Planview

5. SNOW

6. Microsoft Project

7. Microsoft office tools

•Bachelor’s degree in computer science, management information systems or business administration or the equivalent combination of education, training, or work experience. PMP (Project Management Professional) certification may be required.
• Extensive knowledge of project management standards, processes, procedures and guidelines
• Knowledge of the industry project management best practices, i.e., Project Management Body of Knowledge (PMBOK)
• Knowledge of various types of IT project methodologies and life cycles, e.g., conversions, incremental, rapid delivery, classic or traditional waterfall phases of analysis, design, development, testing, implementation and the correct project application
• Knowledge of financial services industry
• Knowledge of company’s products and services
• Advanced skill in the use of project management software to manage projects, e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum
• Demonstrated skill in managing project budgets and timelines
• Skill in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints
• Excellent analysis, problem-solving, team, conflict management and time management skills
• Excellent verbal and written communication skills
• Ability to interact effectively with executive level clients
• Ability to set clear expectations, manage team performance and build high morale among team members
• Ability to maintain confidentiality and carry out assignments that are sensitive in nature

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

Quick Apply

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