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!
ROLES AND RESPONSIBILITIES
• Be the partners of Technology in delivering customer success through process and experience excellence
• Collaborates with Technology Tribes and Solutions Designers in an agile setup to design downtime triggers
• Design and document appropriate proper detection and communications plans to affected GCash clients
• Provide oversight and support to customer service operations on effectiveness of the incident management matrix and process.
• With proven skills and strong foundation in Incident Management Handling
• With proven analytical and problem-solving skills in a complex business environment and customer experience
• With strong experience in designing incident management processes, policies and procedures and ability to drive strategic initiatives as a change agent
• Thinking outside the box, and strong sense of dissatisfaction with anything repeating and mechanical
• With passion and obsession for great customer experience
• Strong sense of commitment
QUALIFICATIONS (Minimum requirements in terms of experience and background, skills and competencies for sourcing purposes)
• At least 8 years solid experience in Incident Management, with preferred experience in Customer Experience and Customer Service operations.
• Must excel in understanding the root-cause analysis, and determining the ideal resolution on a particular incident
• Must have worked in a fast-paced and agile set-up, dealing with complex products and complex experiences
• Excellence communicator in both written and verbal scenarios
• Strong Project Management and presentation skills are ideal
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
What We Do
Mynt is the first and only duacorn in the Philippines. It's a leader in mobile financial services focused on accelerating financial inclusion through mobile money, financial services, and technology. Mynt operates two fintech companies: GXI, the mobile wallet operator of GCash — the #1 Finance App in the Philippines, and Fuse Lending, a tech-based lending company that gives Filipinos access to microloans and business loans.
Mynt, through its fintech operations, is a staunch supporter of the United Nations Sustainable Development Goals (SDGs), particularly UN SDGs 5,8,10, and 13, which focus on safety & security, financial inclusion, diversity, equity, and inclusion as well as taking urgent action to combat climate change and its impacts, respectively.
