Customer Recovery & Executive Escalations Senior Manager

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Job Description:

• Case Management and Prioritization: Establish a robust system for tracking, prioritizing, and managing all escalated regulatory issues, ensuring timely resolution and adherence to regulatory deadlines.
• Root Cause Analysis and Remediation: Lead thorough investigations to determine the root cause of regulatory escalations, developing and implementing effective remediation plans to prevent recurrence.
• Regulatory Interpretation and Guidance: Provide expert interpretation of complex regulatory requirements, offering guidance to internal teams on compliance matters related to escalated issues.
• Impact Assessment and Reporting: Conduct detailed impact assessments of escalated regulatory events, quantifying potential financial, reputational, and operational risks, and preparing comprehensive reports for senior management and regulatory bodies.
• Policy and Procedure Development: Develop and maintain up-to-date policies and procedures for handling regulatory escalations, ensuring alignment with current regulatory requirements and best practices.
• Cross-Functional Collaboration: Foster strong collaboration with legal, compliance, risk, and operational teams to ensure a coordinated and effective response to regulatory escalations.
• Regulatory Relationship Management: Build and maintain positive relationships with regulatory agencies, facilitating open communication and ensuring a proactive approach to addressing regulatory concerns.
• Performance Monitoring and Metrics: Establish key performance indicators (KPIs) and metrics to monitor the effectiveness of the regulatory escalation process, identifying areas for improvement and driving continuous enhancement.
• Training and Development Program Creation: Design and deliver comprehensive training programs for team members and relevant stakeholders, ensuring a deep understanding of regulatory requirements and escalation procedures.
• Documentation and Audit Trail Maintenance: Ensure meticulous documentation of all escalation activities, maintaining a comprehensive audit trail to demonstrate compliance and support regulatory inquiries.

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package