View Vacancy - MNL - Customer Engagement Manager, C4

The British Government is an inclusive and diversity-friendly employer.  We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.
Foreign, Commonwealth and Development Office (Operations and Corporate Services)
GTPC (Global Transaction Processing Centre)

To lead and develop the customer engagement strategy of the Global Transaction Processing Centre by proactively building and managing the relationship between 139 Embassies across Asia, Africa, the Middle East and Eastern Europe delivering high standards of customer satisfaction and supporting customers to comply with financial guidance and Purchase to Pay policies.

Roles and responsibilities:  

Communication

  • Develop a communication strategy for the Corporate Services Centre as a whole co-ordinating communication across the different teams ensuring that all communication follows an agreed customer focused style, is simple to understand and leads to greater engagement with financial processes.
  • Produce training materials which explain the business operation and its processes and deliver to audiences in person, using Video conference and by phone.
  • Ensure all customer financial guidance is updated reguarly including the P2P guide and KPI report.
  • Produce the monthly newsletters and oversee the quarterly Process Drop.

Service Improvement.

  • Oversee the handling of all Customer Enquiries ensuring responses are provided within SLA and provide consistent and accurate advice.
  • Analyse the customer enquires identifying trends and developing and implementing actions to prevent recurring issues.   
  • Lead discussed accross the teams to identify any inefficiencies in the operational process or unclear guidance and recommending necessary improvement.
  • Act on feedback from the Global Customer Survey working to improve scores and tackle outstanding issues
  • Lead monthly calls with each Post hubbed into GTPC to discuss Post’s Key Performance Indicators providing support and guidance to improve the scores and deal with any outstanding issues.
  • Build and develop relationship across the Finance teams globally to facilitate joint problem solving
  • Build close working relationship with our sister organisation in the UK ensuring our process and communications are aligned.

Compliance

  • Actively work to reduce the number of exceptions to the standard process working with posts and other Finance Teams to resolve the issues
  • Identify and lead Topic calls with customers to highlight and provide training on any issues preventing posts from following process.
  • Oversee the production of metrics for the weekly management meeting, the monthly Key Performance Indicators for GTPC and Post.  In addition oversee the production of a monthly scorecard for Post identifying Posts for Performance Excellence awards. 

Training

  • Oversee a two person training team to provide finance training to our customers.
  • Organise 4 conferences (Open House) events a year which invite our customers to visit the business and learn more about how we operate.   

Project Management

  • Act as project manager for smaller one off projects such as a new Embassy hubbing into GTPC overseeing the transition and providing training and support.

 

  • Fluent written and oral English language ability
  • 2 years experience in a customer focused management role.
  • Strong communication and presentation skills.  
  • Experience of working in an international context
  • Educated to Degree level.
  • Fillipino desirable but not essential
  • Finance experience
  • Analytical/Statistical experience or qualification
  • Qualification in Communications/Media/Digital
  • Customer Service experience.
  • Project Management qualification/experience
1 February 2019
Higher Executive Officer (HEO)
Fixed Term
36
12 months
Asia Pacific
Philippines
Manila
British Embassy
1
PHP
87140
11 March 2019

The British Embassy offers a competitive compensation package, 36-hour work week, guaranteed 13th and 14th month pay, 20 days paid annual leave (calculated on a pro-rata basis if the service period is less than one full year), extensive medical insurance, life insurance and access to a guaranteed 5 days of learning opportunities a year.

The position is advertised on a 1 year fixed term contract (renewable).

No accommodation or relocation expenses are payable in connection with this position. You must have work authorisation in the Philippines in order to apply.

Employment offers are subject to successful clearance of pre-employment checks. Staff recruited locally by the British Embassy Manila are subject to Terms and Conditions of Service according to the local Philippine employment law.

Candidates are expected to have a valid NBI Clearance and passport.

All applications must be received before 01 Februrary 2019 at 23:55 Manila time.

Incomplete application forms will not be taken into consideration, so please ensure you provide the information requested. We regret to advise that we will only be contacting short-listed candidates. Applicants called for an interview will be assessed on the core competencies listed above.

The successful candidate should be able to start as soon as possible.

Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

This opportunity is closed to applications.