Channel Performance Lead

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**:Manage the availability and performance of digital channels/platforms (eg Online for Mobile, Online for Broadband and App)- 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- Provide regular updates to stakeholders and management on all pain points of our customers- Release formal incident report and RCA to stakeholders, business/operations and system users- Track/monitor problems affecting DGT services- Monitor VOCs and proactively log a ticket if a complaint is recurring- Manage day to day health check status with teaming partners and vendors of DGT channels based on functionality/feature- Provide data on historical performance issues as input to SLA report- Communicate reason of failure for any production issue among DGT channels- Collaborate with L1, L2 and L3 for bridge calls- Document day to day issue/performance update (at least 3x a day)- Review accuracy and completeness of RCA- Govern channel quality and performance for all digital channels (online, app and bot)- Daily lead for establishing and maintaining strong partnerships with VoC stakeholders- Identify new opportunities based on customer feedback.- Support the execution, maintenance, integration, and insights on service delivery and operationsMake 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.