Channel Helpdesk

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

A. Vendor Management
The role is responsible for overseeing end-to-end vendor operations to ensure high-quality service delivery across technical, non-technical, and user access support. This includes managing vendor performance, ensuring compliance with SLAs and KPIs, and monitoring service quality across all assigned verticals. The position conducts regular performance reviews, cascades processes and program updates, and drives operational improvements to enhance efficiency. It also ensures proper issue escalation, aligns with Business Partners on critical concerns, and recommends action plans for resolution. The role supports recovery efforts to address customer satisfaction drivers, including actions related to criminal survey ratings, and works closely with vendor teams to uplift help desk support and services.


B. Leadership and People Management
This role provides leadership and direction to the vendor operations team, driving performance and ensuring alignment with business expectations. It identifies opportunities for process and service improvement in collaboration with vendor partners and supports continuous capability development by encouraging participation in trainings, webinars, and other learning programs provided by Channel Governance, People Engagement, and Globe University.

A. VENDOR MANAGEMENT

1. Manages and ensures vendor’s timely delivery of quality technical, non-technical support and user access requests. 

2. Ensures Service Level Agreements (SLAs) and KPIs are met for their respective verticals to establish problem resolution and timeframes that results to customer satisfaction.

3. Monitors the quality of the service that vendor provides to the channels. 

4. Monitors vendor and support groups handling processes and issue escalations if within the agreed processes and timelines. Escalates if needed.

5. Ensures vendor compliance to key deliverables and output.

6. Conducts weekly/monthly/quarterly performance review with vendor operations team.

7. Cascades the handling processes, new programs and updates to vendor operations team.  

8. Provides full operational support and recommends handling process improvement for operational efficiencies for their respective verticals.   

9. Monitors and escalates to Business Partners on issues and provides recommendations and develops specific action steps.

10. Ensures recovery call out will be carried out by the vendor for criminal survey rating and help develop actions items to better improve channel help desk support and services. 

B. LEADERSHIP AND PEOPLE MANAGEMENT

1. Drives performance and provides guidance to vendor operations team

2. Identify opportunities for improvement and collaborates with vendor partner 

3. Ensures continuous learning by attending trainings, webinars  based on the curriculum design provided by Channel Governance and People Engagement and Globe University.

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make 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.