Monroe Consulting Group

About Monroe Consulting Group

Executive recruitment company Monroe Consulting Group are recruiting on behalf of a global payments platform helping businesses securely accept payments across online, mobile and in-store channels. The company has dual headquarters in Bangkok and Singapore and operates across Southeast Asia, North Asia, Europe and the US. The Head of Support will be overseeing all customer (consumer) support, pre-sales merchant support, post-sales merchant support (i.e. merchant application and on-boarding, merchant activation) and post-launch merchant support (i.e. merchant inquiries, simple problem solving, error reporting and escalation, support ticket monitoring and resolution). Job responsibilities: Overseeing (or assisting IT Head/Manager in overseeing) the technical support team in monitoring the system infrastructure and supporting bank customers and partners Delivering seamless support and issue resolution to customers, merchants and bank partners Taking a leading role in building the Company’s support capabilities, and implementing an executable strategy including recruiting teams, implementing processes and tools to meet the Company’s business goals Defining and building the optimum team structure; driving operational improvements through lean operations Leading key strategic initiatives identified as part of the operating plan process Leading all major change management efforts relating to Customer/Merchant/Bank Support Supervising team members and ensuring full compliance with the Company’s policies Creating and maintaining an operations plan for the Support team Motivating members of the Support team through regular sharing sessions and coaching team members to ensure they attain a high level of performance, discipline and technical competency Defining clear KPI's for team members and conducting performance management discussions with team members Understanding the employees in the team and identifying strengths and weaknesses to design development initiatives Being change agents through process development and improvement with the aim to be number one in the industry Undertaking other duties that may be assigned from time to time Job requirements: Working experience in payment, retail or IT solutions vendors Strong troubleshooting abilities At least 2 years’ experience in Application Support or Consultancy Any Bachelor’s Degree/MBA would be an added advantage Ability to work well in a team Ability to lead a team of 6-15 people Proven ability to cope with conflict, stress and crisis situations Strong leadership, people management and decision-making skills Collaborative team player and highly adaptable to the changing needs of internal and external customers Strong customer relations skills Strong negotiation skills Experience working in an early stage start-up, young and dynamic environment as well as a global matrix organization would be added advantage Ability to effectively prioritize tasks Dedication and commitment to problem resolution Flexible, calm, good listener, punctual Strong attention to detail, attitude to learn quickly, and ability to multitask Good command of English communication both written and spoken Excellent presentation, interpersonal, verbal and written communication skills Job Type: Full-time Salary: Php120,000.00 to Php160,000.00 /month Experience: application support or consultancy: 2 years (Required) Education: Bachelor's (Required) Location: Taguig (Required)

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Company Info

Company Type: Public

Company Size: 1001 - 5000

Revenue: 5 - 25 million (USD)

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Job Ads found: 9568

Job Ads per Month: 199.3

Hiring Locations: 75

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