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 Focused leader on production, business operations, optimization and governance of end to end service of digital channels

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

QUALIFICATIONS:

At least 5 years experience in business intelligence or Analytics

Strong knowledge in marketing and track record in

connecting Analytics with business / marketing

applications & use cases

Proficiency in visualization tools such as Tableau, Power

BI,  SAS Visual Analytics, Google Data Studio

Programming expertise on the following languages: SAS,

Visual Basic, Open Sources (Python, R), SQL. 

Knowledge in Java a plus.

Proficient in Microsoft Word, Excel & Powerpoint.

Problem Solving & complexity

Understanding of end-to-end Data Science / Analytics

practice

Graduate of Bachelor's Degree in Statistics, Math, IT, Computer Science

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.