Service Delivery Lead Operations
6th Floor Filivest Cebu Cyberzone Tower Two Building, Salinas Drive corner W. Geonzon Street, Baranggay Apas, Lahug, Cebu City, 6000, Philippines
6d ago

Position Type : Full time

Education Desired : Bachelor's Degree

Bachelor's Degree

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 team

The hiring account is one of the largest Prepaid Card Issuers in North America. The team manages the end to end card management processing which includes issuance, processing, disputes and management of Card Operations.

In addition, we work with all major networks to offer a wide variety of Prepaid Cards, which include Gift, Reloadable, Payroll, Virtual Cards.

What you will be doing

  • Represent and manage customer care business process requirements between stakeholders in various departments which may include prepaid / credit / debit cardholder, E-banking, bill pay, case management and EBT business.
  • Key contact and subject matter expert (SME) to Call Center Operations as well as internal customers, e.g., escalations team, implementations team, client services, product management, business development representing customer requirements for complete business process lifecycle.
  • Provide feedback and recommendations to quality and training teams based on business process requirements through process improvement and problem resolution.
  • Serve as point of contact for program or process changes and distribution of program or process information and procedural changes;
  • participates in change management process to evaluate risk and impact of potential changes. Checks for timeliness and accuracy of posted information driving changes as needed.

  • Serve as liaison and escalation point for issues impacting operations in all call centers.
  • Gain and maintain familiarity with call center applications and understanding flow of calls through IVR and ACD scripts to serve as a liaison and work collaboratively with Tele com and Operations.
  • Participate in calibration sessions with clients and review calls for process and product improvement.
  • Work collaboratively with client services or product team to gather, analyze and make recommendations based on customer data in an effort to improve client efficiencies and costs.
  • Establish and strengthen relationships with business partners. Participates on monthly reviews with business partners.
  • Build and define operational standards based on department and corporate objectives across all Customer Care sites for purposes of consistency, accountability and quality.
  • Other related duties assigned as needed.
  • What you bring

  • 7 years’ experience in financial accounts (Voice).
  • Strong NPS and CSAT knowledge / experience
  • A proven track record of consistently achieving and exceeding KPI targets
  • Appreciation and understanding of the relationship of KPI metric results and can derive clear and executable action items to improve performance
  • Strong ability to execute action plans consistently and track results.
  • Appreciation of importance of performance management and extensive experience creating and executing performance improvement / management plans
  • Experience in leading a ramp / pilot / process migration is a plus
  • Client management experience
  • Basic knowledge of financials (REQUIRED)
  • Good understanding of Occupancy, shrinkage, availability WFM concepts

  • Bachelor’s degree (REQUIRED)
  • What we offer you

  • A fantastic range of benefits including medical, dental, vision, and paid vacation
  • Great workspace with dedicated and motivated colleagues
  • A broad range of professional education and personal development possibilities FIS is your final career step!
  • A variety of career development tools, resources and opportunities
  • A work environment built on collaboration, flexibility and respect

    Advanced professional role. Highly skilled with extensive proficiency. Generally, manages business processes across multiple departments, with responsibility for the most complex and / or business-critical processes.

    Works under minimal supervision on complex projects. May coach and guide process managers with less experience and / or expertise.

    Wide latitude for independent judgment. Typically requires a minimum of six years of experience in process management, with a minimum of three years in a call center or customer service operation.

    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.

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