After-Sales Team Lead (Officer)

About the Job

Locations: Cebu

Corporate Title: Assistant Manager to Senior Assistant Manager

Work Arrangement: Onsite

Our Marketing and Cash Management Team is looking for experienced professionals to join us in Cebu for the role of After-Sales Team Lead.

In this role, you will ensure all after-sales support needs are addressed within the expected TAT by support teams, facilitate the implementation of internal and external clients in the region within the prescribed TAT, and escalate out-of-scope issues to responsible stakeholders.

Your dream. Our focus.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Over 29 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

What the role will entail

• Ensure compliance with service-related controls and implement policies to meet TAT, escalate urgent after-sales matters to VisMin Head, provide technical expertise and workarounds, respond to customer complaints, monitor support progress, and review store operations for efficiency and compliance with CMS controls.
• Oversee Team Leads and Systems Analysts, conduct coaching and learning sessions, recommend training for direct reports, facilitate daily/weekly huddles, monitor employee engagement, contribute to candidate sourcing and screening, and implement training programs for competency development.
• Create PPMS, operating manuals, SLAs, and TAT documents, identify process bottlenecks and suggest improvements, collaborate with department head on aftersales activities, and ensure employee compliance with bank regulations.

What we're looking for

• Holder of Bachelor's Degree in Business, Management or any related field
• At least 1 year experience in People Management, Customer Support, Customer Engagement and/or IT Support
• Hands on experience in technical / systems analysis, My SQL / VB.net, Sharepoint, Power Apps/Power Automate
• Product Knowledge (including basic banking know-how)
• Creativity and resourcefulness to address complex concerns

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth