We use cookies to improve your experience and deliver personalised content. By continuing to use our site you consent to the use of cookies. Cookie policy

Explore

Job description

Loading...

Account Service Helpdesk Team Manager (24634)

  • Location City:
    Bonifacio Global City
  • Country:
    Philippines
  • Contract Type:
    Permanent
  • Employee Type:
    Full Time
Brand:
  • Regus

Regus

Job purpose

To manage the operational activities of the Account Service Helpdesk and ensure all escalations and queries are competently and accurately completed within SLA.

Duties and responsibilities

  • Manage all operational activities of the Account Service Helpdesk
  • Able to effectively collaborate with teams within and outside the GSC.
  • Maintain and review process documentation to ensure they are complete and up to date.
  • Able to mentor, coach and provide feedback on both good traits and areas for development of people
  • Responsible for the timely closure of all queries and escalations; L2 escalations completed in < 1 day
  • Ticket Distribution & FIFO monitoring of requests; Monitoring of Handling Time, Aged Open Tickets
  • Monitor Quality Issues & address root cause errors
  • Provide feedback & conduct coaching session as part of performance review discussion
  • Ensure process documentations are updated as needed
  • Escalation of critical issues to manager to help reach a quick resolution
  • Ensure business continuity and training of team members
  • Lead Brainstorming sessions and nurture process improvement ideas

Qualifications

  • University degree or college diploma, preferably in the field of Accounting, Finance, or Business.
  • At least 7 years direct work experience in Finance and Accounting, preferably managing Accounts Receivable, Accounts Payable or Billing processes within a multinational, shared service environment.
  • At least 5 years’ experience of managing professional teams in a multinational, shared services environment, 3 years of which were spent directly managing at least 5 individuals.
  • Strong problem-solving, process root cause and improvement skills.
  • Strong written and verbal communication skills.
  • Strong stakeholder management skills, able to collaborate well with others and teams to attain an objective.
  • Capable Team builder and able to coach and train behavioural development in team members

 
Loading...
Close map
Location
Bonifacio Global City
Bonifacio Global City, Philippines
Loading...
Share this page
Share with linkedin
Share with facebook
Share with twitter
Share with email
Loading...
Loading
view