Performance & Service Specialist
Taguig, Philippines
1d ago

Japan Tobacco International, and we believe in freedom .

We think that the possibilities are limitless when you’re free to choose. We’ve spent the last 20 years innovating and creating new and better products for our consumers to choose from .

It’s how we’ve grown to be present in 130 countries, and how we’ve grown from 40 to 4,000+ employees in the Philippines since 2009.

But our business isn’t just business, our business is our people . Their talent. Their potential. We believe that when they’re free to be themselves, to grow, travel and develop, amazing things can happen for our business.

That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend , and why we’ve been recognized as INVESTORS IN PEOPLE in the Philippines.

It’s the perfect moment for you to #JoinTheIdea . We’re opening our Global Business Service center in the heart of BGC Manila and looking for more than 300 bright minds to join a global multinational with an exciting start-up vibe.


As a Performance & Service Associate, you will be at the core of providing quality insights and analysis on GBS performance to JTI in Philippines.


  • You will be the link between the GBS and the customers to maximize customer satisfaction and process efficiency.
  • You will provide insights and analysis by monitoring KPIs and other targets agreed upon by leadership and by benchmarking GBS activities against Service Level Agreements (SLAs).
  • You will provide quality reports by working closely with customers and by designing dashboards to measure GBS performance, customer satisfaction, and process effectiveness.
  • You will track customer feedback and propose call-to-action points related to customer experience improvement.
  • You will support the Delivery Excellence team to manage the service catalogue and maintain the service delivery framework by supporting new onboarding processes.
  • YOU ARE :

  • A college graduate with a bachelor's or master's degree in Economics, Business Administration, Engineering, or any related course
  • Experienced working in a multinational company with a role in performance management or transformation and in project management for at least 1 year.
  • Having experience working in a GBS or Shared Service Center is an advantage.

  • Well-versed in understanding transactional processes in accounting and finance, HR, transportation and logistics, procurement, and IT
  • An excellent communicator with a strong command in English
  • An adept user of MS Office. Having experience in using Vision or similar and BPML is an asset.
  • An analytical problem solver with experience working with performance measure methods and tools, score cards and volumetric, and IT systems (i.
  • e. ERP, ticketing system, CRM, SFA)


  • Work in a brand new office located in BGC McKinley West
  • Be covered with a medical insurance upon hiring, with dependent coverage and medicine allowance
  • Receive cash allowances such as meal and transport allowance
  • Flexible working arrangements
  • Have access to over 200 company trainings
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend.
  • Understand why 9 out of 10 employees say they feel free to be themselves.
  • So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea #JoinJTI!

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