View Vacancy - MNL - Deputy Team Lead Customer Engagement, B3(L)

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)

Main purpose of job:

To be the main point of contact between the Global Transaction Processing Centre and Post by proactively building and managing the relationship between 142 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 and promoting a culture of continuous improvement.

Roles and responsibilities / what will the jobholder be expected to achieve?:

Communication

  • Delivery of the customer engagement strategy to gauge customer satisfaction proving a quick response to any complaints and following up on any queries which are transferred to another department.
  • Lead regular customer calls with Posts to discuss KPIs (Key Performance Indicators), financial performances indicators and any feedback on P2P processes
  • Coordinate with GTPC and other teams to ensure a suitable response to customer complaints and co-ordinate support for any post struggling to deliver against KPIs.
  • Support the Customer Engagement Manager to ensure that all communication with posts from GTPC follows an agreed customer focused style, is simple to understand and leads to greater engagement with the P2P process.

Data Management

  • Prepare and actively monitor KPI scores and pre-empt issues that may impact Post’s scores.  
  • Serve as one of the site administrator for the GTPC SharePoint site, whilst promoting the site as a communication platform within the network.

Service Improvement

  • Manage Cross Team metrics to help improve productivity in the invoicing and payment process.
  • Deliver continuous improvement by identifying any inefficiency in the operational process or unclear guidance and recommending necessary improvement.

Logistics

  • Responsible for designing and co-ordinating the Open House visit programme for any visit to the GTPC ensuring that all visits are productive as assessed by feedback from the visitor.

Others

  • Attend coordination meeting with Customer Engagement team in the UK to ensure that strategies, complaints and responses are aligned.

Resources managed (staff and expenditure):

2 staff (A2)

  • Diploma/  Diploma/Degree holder or equivalent (advantageous if relevant to Finance and/or Communications)
  • Substantial shared services technical knowledge and skills, particularly P2P (Purchase to Pay)
  • Communication experience (advantageous if on a regional or global level)
  • Excellent stakeholder management skills, team player and good organisational skills
  • Proficient in MS Office applications (Excellent MS Excel Skills).
  • Proficiency in Oracle is an advantage
  • Ability to work to deadlines and good attention to detail
  • Able to prioritise and handle multiple tasks and rapidly changing priorities
  • Previous Accounts Payable experience
  • Six Sigma Yellow Belt
31 May 2018
Executive Officer (EO)
Fixed Term, Full-time
36
12 months
Asia Pacific
Philippines
Manila
British Embassy
1
PHP
47,060
2 July 2018
1 July 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 Pro-rata basis if joined after 1 January), extensive medical insurance, life insurance and access to a guaranteed 5 days of learning opportunities a year. 

No accommodation or relocation expenses are payable in connection with this position. You must have work authorisation for 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 is subject to Terms and Conditions of Service according to local Philippine employment law.

Candidates are expected to have a valid NBI Clearance.

All applications must be received before 31 May 2018 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. Employees who are not eligible to pay local income tax: e.g. certain third-country nationals and spouses/partners of UK diplomats will have their salaries abated by an equivalent amount. Reference and security clearances checks will be conducted.

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.