Service Manager
Manila, Philippines
4d ago

Overview :

Intercompany Services is accountable for setting up and implementing the frameworks, processes and tooling in the field of Sourcing (including Identification, Demarcation, and Migration), Contracting & Service Management for intercompany delivered activities and the introduction of the Gateway Model.

All with a bank-wide scope.

Working in Service Level Management means that you’ll need to intensive use your service management skills to bring clarity, transparency and control over our services.

You’ll work hand in hand with both teams providing services from Manila as well as with our business partners globally to ensure teams in Manila will drive improvements to their services for our clients.

If you are good at :

  • Building relationships with service owners and service providers globally and ensure a continuous feedback loop on service quality is properly functioning by ensuring communication is open, transparent, and data driven
  • Assisting in the development of management and operational dashboards that provide insight into service quality and cost
  • Advising service owners on their obligations, role, and responsibilities at the start of sourcing projects
  • Coaching, supporting, motivating, and developing the skills of your team members
  • Creating together with the Agile Coaches a high-performing team and remove impediments to their ability to succeed
  • If you are :

    A professionnal and mature individual displaying the following behaviours :

  • Ability to take responsibility and get results based on facts and data; managerial courage to question and make decisions
  • Ability to work successfully in multiple countries and make sure different cultures work together as one team; taking into account different habits, beliefs, languages, time-zones, etc.
  • Strong organizational sensitivity : ability to understand and take into account the underlying issues, opportunities and dynamics of an international organization with multiple functional lines and hierarchical lines and deal with multiple (sometimes conflicting) interests
  • Ability to display style flexibility to adapt plans, approach and behavior to different needs, cultures and situations
  • If you can :

  • Define methodology to define KPI's for complex services and accompany the sending partner in the definition of the KPI's to put in place
  • Act as the linking pin between IBSS Manila, service owners, and the business globally
  • Assess the quality of the service calls for upstream services and provide guidelines toward the team to increase the quality of the forum
  • Make proposal to improve the framework
  • Exhibit systematic identification, analysis, planning and implementation of actions designed to engage with stakeholders.
  • Exhibit expertise in service quality management
  • Design, Plan and assign actions for implementation toward stakeholder in order to get the required buy-in
  • If you’d like to work with :

  • Internal Teams in IBSS Manila
  • Business Partners Globally
  • If you want to :

  • work in downtown BGC, the country’s economic center
  • enjoy competitive compensation and allowances
  • be part of one of the most innovative and exciting digital bank in the world
  • be part of a diverse, creative, and energized team
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