Taguig City, Philippines


People & Culture



Job ID


Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free future with the power to improve the lives of a billion smokers worldwide. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. You will be responsible for leading a team that will drive and establish a service mind-set and culture and create the effective and efficient capabilities to measure, monitor and improve service experiences across employee journey. This includes independently assessing and assuring the quality of the product delivery and service experience across the entire Product & Experience Delivery (P&ED) portfolio. Central to this will be collaborating with internal and external partners to P&C (or HR) (Products Team, Global Delivery Teams, Risk and Control) to establish, monitor and manager P&ED Service Governance, Document & Data Governance, Service Performance Management and execute the core capabilities through regional Service Experience Managers. This is a newly created role, that is central to the establishment of the new P&ED Function and establishing the right service management framework by which to manage service delivery and demonstrate the value add of the function. Your ‘day to day’ • Service Governance: Ownership & governance of service assets, including Capacity Planning Framework, Issue Escalation Framework, P&ED Charging Mechanism, Business Continuity Management Framework, and application of the PMI Chart of controls • Document & Data Governance: Ensure appropriate controls are implemented within P&ED to be complaint with prevailing legislation and internal document & data standards; executing Data Quality Audits to ensure the quality of data for delivery, regulatory reporting and internal consumption; and optimizing the creation and delivery of operational reports. • Service Performance: Partner with P&ED Product Managers to define the P&ED Service Performance (KPIs/ SLAs) Standards, defining, creating and executing the required Service Performance reports and dashboard to assess Service performance and support decision making process (including actions plans for performance variance). • Continuous Improvement Framework: Ingrain continuous improvement as a concept and culture in service delivery, providing the framework to support its adoption and monitoring. • P&ED Capability Building: Define the skills & competencies required to create a high performing team that delivers quality services & optimal employee experience, then curate, deliver and assess for impact the required training plans. This includes managing the P&ED Communities of Practice • Service Experience Team: Establish a global Service Experience Team to imbibe a service management culture and embed the service management framework within P&ED. What you need to have • Bachelor’s Degree in Business, Finance or Engineering, preference to those with Master’s Degree in Business, Finance or Engineering • Customer Service, Six Sigma, or Risk professional qualifications is an advantage • Prior experience in a similar role is a must, with preference to those who has experience running large (HR) operations units • Strong service management mindset: ability to link service experience to optimize employee experience • Strong understanding in performance standards: concepts, definitions, practical application and monitor for success • Effective challenger and change agent • Strong communication skills (verbal and written/visual): able to create and deliver compelling presentations; Storytelling through data to drive decision making • Ability to assess and interpret data and provide insight on service performance, capacity planning, etc. • Controls/ Risk Management Skills, including business resiliency management • Strong Process Management (Define, Assess and Monitor) Skills • Strong Business Acumen: ability to understand business context and translate into solutions • Innovative, analytical thinker and problem solver Work Location and Schedule The Finance Center, BGC, Taguig City Generally Mondays to Fridays #LIjobs