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Job description


Account Service Helpdesk Team Manager (24634)

  • Location City:
    Bonifacio Global City
  • Country:
  • Contract Type:
  • Employee Type:
    Full Time
  • 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


  • 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

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Bonifacio Global City
Bonifacio Global City, Philippines
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