At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

DUTIES AND RESPONSIBILITIES:

With the Business

• Manage DGT escalated handling

• Scale end to end digital operations

• Oversee delivery of reports and insights that analyze business functions and impact

• Define, develop and own initiatives that remove blockers and improve overall performance of the digital operations team

• Develop and implement quality controls & departmental standards to ensure data quality & accuracy

• Accountable for operational and customer experience (NPS) outcomes in their specific end-to-end customer episode

• Drive closure of critical deliverables to achieve / improve service level performance

With the External Teams

• Work with different  service operations teams  to close the loop of VOC and operational issues

• Represent the “voice of the customers” and govern the customer insights

• Work with enabling groups to ensure that they are aligned, engaged and supportive of the direction of DGT

• Oversee band aid and future proof fixes within and outside DGT channels

• Manage day-to-day relationships with teaming partners and vendors

• Facilitate the identification of process improvements

• Review technical recommendation and  functional specification to ensure service management requirements are included in the solutions delivery/enhancements

KPIs

• NPS

• Revenue

• Channel stability

Top 3-5 Deliverables

• Review completeness and accuracy of the incident and problem management reports (eg weekly and monthly operations review)

• Analyze incident and problem management and review action plans to prevent recurrence of the incidents and problems

• Monitor progress, dependencies and impediments

Competencies

• Relationship and Customer Service

• Performance Management

• Time Management

• Organizational and Critical Thinking

• Strong operations experience

• Strong interest on process improvement

• Communication and Coordination Skills

• CX Support and Issue Resolution

• Digital Content and VOC Analysis

REQUIREMENTS:

• Bachelor’s degree in a relevant field such as Data Science, Statistics, Mathematics, or a related quantitative discipline.

• 5 years experience in a similar role within the industry or domain relevant to the organization (telecom).

• Familiarity with big data technologies and distributed computing frameworks for handling and analyzing large-scale datasets.

• Experience in SQL and/or Python and working with cloud platforms (e.g., AWS, Azure, GCP) and their data services for data storage, processing, and analysis

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.