Jobs

The Operational Excellence Consultant supports continuous improvement initiatives across MBPS by partnering with business stakeholders to identify, analyze, and implement process improvement opportunities. This role contributes to Manulife's mission by driving operational efficiency, improving service delivery, and supporting business performance through data-driven decision-making. The successful candidate will work on cross-functional projects, collaborate with diverse stakeholders, and help foster a culture of continuous improvement. This opportunity provides exposure to Operational Excellence methodologies, industry best practices, and professional development through training and project participation. Position Responsibilities: Conduct process discovery and walkthrough sessions for operational and support processes. Gather, validate, and analyze information and data to support project objectives and deliverables. Identify process and performance gaps, quantify impacts, and recommend continuous improvement opportunities. Develop project deliverables including process maps, policies, procedures documentation, data analysis, charts, and management presentations. Support business process owners in implementing recommendations and tracking project benefits realization. Required Qualifications: Minimum 3 years of combined experience in insurance and/or BPO customer service operations and process or performance improvement functions. Minimum 1 year of experience participating in process and performance improvement projects as a Business/Process/Data Analyst supporting customer service operations. Experience managing project stakeholders, facilitating meetings, delivering presentations, and developing project status reports. Bachelor’s degree in Industrial Engineering, Accountancy, Mathematics, Statistics, Business Management, Finance, or a related field. Strong verbal and written communication skills, interpersonal skills, and demonstrated passion for continuous learning. Preferred Qualifications: Lean Six Sigma Green Belt Trained or Lean Six Sigma Yellow Belt Certified. Training in Operational Excellence, Problem Solving, Project Management, Lean, DMAIC, Design Thinking, Human-Centered Design (HCD), Agile, Scrum, and related methodologies. Experience supporting process and performance improvement projects within customer service operations and business support functions. Familiarity with BPO tools and systems such as NICE, Verint, IEX, CRM platforms, Ticketing Systems, Learning Management Systems, and Power BI. Experience working with global stakeholders and utilizing statistical analysis tools such as Minitab and SPC Excel. When you join our team: We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see. About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected]. Working Arrangement Hybrid

This is an excellent opportunity for a hands-on engineer who enjoys working with modern cloud data technologies and building enterprise-scale data platforms in a collaborative global environment. Excellent written and spoken English is required, as this role regularly collaborates with business and technology teams in Canada and across Asia. Key Responsibilities Design, develop, and support data pipelines and integrations across multiple source systems. Build ETL/ELT solutions using Azure Data Factory, Databricks, Synapse, Spark, Python, and SQL. Develop and maintain data ingestion, transformation, and data quality processes. Conduct proof-of-concepts (POCs) for new technologies and integration patterns. Monitor data pipelines and platform performance, troubleshoot issues, and optimize processing efficiency. Maintain and support the Enterprise Data Lake (EDL) to ensure platform stability and reliability. Investigate and resolve production incidents and support change requests. Develop and maintain technical documentation and operational support materials. Perform unit testing, system integration testing, and deployment validation. Collaborate with business, technology, and data teams across Asia and Canada. Support the design and delivery of business-aligned data products, ensuring datasets are reusable, well-defined, and fit for analytics and reporting needs. Participate in Agile delivery ceremonies and support end-to-end project delivery. Required Qualifications Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related discipline. 5–7 years of experience in Data Engineering, Software Engineering, Platform Engineering, or related technical roles. Strong hands-on experience with Azure Data Platform technologies, including: Azure Data Factory Azure Databricks Azure Synapse Analytics Azure Data Lake Storage (ADLS) Spark / PySpark Python SQL Event Hubs Experience with database development and management (e.g., Azure SQL, Cosmos DB). Experience building and supporting cloud-based data solutions and enterprise data platforms. Experience with Change Data Capture (CDC) technologies (e.g., Debezium) and data integration solutions. Strong analytical, troubleshooting, and problem-solving skills. Experience working in Agile delivery teams. Preferred Qualifications Experience in financial services, wealth management, insurance, or asset management industries. Knowledge of data governance, metadata management, and data quality practices. Understanding of data product concepts, including data domains, reusable data assets, data ownership, data contracts, and business-facing data consumption. Experience with AI, Business Intelligence (BI), and/or Generative AI solutions. Communication Requirements Excellent written and spoken English is mandatory. Ability to communicate effectively with stakeholders in Canada and across Asia. Strong collaboration and stakeholder management skills. Comfortable working in a global, multicultural, and distributed team environment. When you join our team: We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see. About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected]. Working Arrangement Hybrid

We are seeking a business-facing technical Data Analyst to translate GWAM Asia needs into clear data requirements and support trusted, reusable data products. The role partners with business, product, architecture, and engineering teams to enable reporting, analytics, decision-making, and selected AI use cases. Key Responsibilities: Translate business needs into testable data requirements across GWAM domains, including clients, distribution, products and funds, accounts, AUM, transactions, and profitability. Lead or support discovery sessions and prepare business requirements specifications, source-to-target mappings, user stories, acceptance criteria, and process flows. Use SQL to profile, investigate, and reconcile data; identify gaps and anomalies; and support solution design. Partner with data engineers and architects to deliver scalable solutions on the Enterprise Data Lake platform. Support data mapping, cleansing, transformation, integration, quality controls, testing, user acceptance, and production readiness. Develop dashboards and analytical outputs that communicate clear, actionable insights. Align data definitions, ownership, lineage, and quality expectations across markets, and escalate material risks or dependencies promptly. Required Qualifications & Skills: Education: Bachelor’s or Master’s degree in Data Analytics, Computer Science, Statistics, Mathematics, Finance, Business Analysis, or a related discipline. Experience: 3–5 years in a Data Analyst, BI Analyst, data-focused Business Analyst, or similar role. Strong SQL and Excel skills, with experience in requirements gathering, data mapping, profiling, reconciliation, data quality, and testing. Ability to translate business needs into clear requirements for technical teams. Strong analytical, problem-solving, prioritization, and English communication skills. Preferred Experience and Collaboration: Wealth or asset-management experience; broader financial-services experience is also valuable. Experience with Power BI and one or more of Python, R, Spark, Databricks, Azure Data Lake Storage, or Azure Data Factory. Knowledge of data governance, metadata, lineage, data products, or Agile delivery. Strong stakeholder management skills and ability to collaborate across Canada and Asia in a global, multicultural, distributed team. When you join our team: We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see. About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected]. Working Arrangement Hybrid

We’re looking for a PAD and Payroll Specialist to join our Insurance Operations team at MGS. In this role, you are responsible to build, run, quality check, and upload payroll files and pre-authorized debit (PAD) files for clients for the direct collection of plan members’ premiums. Position Responsibilities: Manage payroll files, which includes: Set up the system that allows the file to run Schedule and coordinate running the files Quality-check the files Send the files to the client Answer inquiries about the files and their content Manage pre-authorized debit (PAD) files, which includes: Run queries to identify members who require pre-authorized debit (PAD) Build the pre-authorized debit (PAD) file that contains the members and their premiums Upload the pre-authorized debit (PAD) file into the treasury system Answer inquiries about the pre-authorized debit (PAD) transactions in the files Document the custom processes for payroll and pre-authorized debit (PAD) for your assigned clients Attend meetings with clients as the subject-matter expert for their payroll and pre-authorized debit (PAD) files Required Qualifications: Knowledge and experience in the financial industry and specifically Group Benefits Prior experience in a payroll environment or working with payroll files. Good excel knowledge. Fresh graduates are welcome to apply. For internal hire Should not have any attendance issues or any disciplinary action Meet job expectations and pass all performance metrics in his/her current unit Preferred Qualifications: Experience in Life Insurance, Underwriting, or Medical Review; knowledge of SQL is a plus. Strong understanding of medical terminology, insurance policies, and underwriting concepts. Excellent communication, analytical, problem-solving, and decision-making skills. Detail-oriented, customer-focused, and able to manage multiple priorities in a fast-paced environment. Positive attitude, fast learner, adaptable to change, and able to work independently and collaboratively. When you join our team: We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see. About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected]. Working Arrangement Hybrid

Responsibilities: Validate, record, and process cash, income, and investment-related transactions in the General Account books and records based on email instructions, bank statements, and duly authorized instructions from regional and head offices. Execute wire payments and foreign exchange transactions through custodial banking portals to support timely settlements, payments, and fund transfers. Process liquidity pool transactions, late money movements, custody fees, and other miscellaneous charges in custodial platforms and accurately reflect the activity in the company books and records. Complete intraday call-up activities to support accurate cash projections and adequate funding availability for the Treasury team. Investigate cash breaks and processing discrepancies, coordinate resolution with custodial banks and regional or head offices and communicate time-sensitive issues and impacts to relevant stakeholders. Monitor shared group mailboxes, triage requests, and provide accurate and timely responses regarding transaction status, accuracy, and completion for assigned portfolios. Maintain compliance with SOX requirements, approved signature controls, internal policies, and standard operating procedures, including complete supporting documentation and proper reviewer or approver routing. Provide functional coaching, onboarding support, knowledge transfer, professional guidance, and task coordination for team members while contributing to process improvements, UAT, projects, small workstreams, and ad hoc assignments. Accountabilities (Individual / Shared): Individual Accountabilities: Accuracy, completeness, and timeliness of assigned cash, income, wire, foreign exchange, liquidity pool, custody fee, and other money-movement activities. Validation of transaction details and authenticity of instructions against approved signature lists for Asia and North America offices. Timely investigation, correction, escalation, communication, and documentation of assigned cash breaks and processing exceptions. Consistent adherence to SOX controls, operating procedures, quality standards, approval requirements, and service deadlines. Effective monitoring, triage, and resolution of requests received through shared group mailboxes. Quality and completeness of supporting documentation submitted to designated reviewers or approvers. Key Shared Accountabilities: With Cash Settlements colleagues, maintain reliable daily cash processing, settlement support, cash projections, and books-and-records integrity across Asia and North America portfolios. With Treasury, portfolio managers, local offices, Reconciliations, custodial banks, and related investment teams, resolve cash and settlement issues and manage stakeholder expectations. With managers and project partners, improve processes and controls, update SOPs, complete UAT, and support operational initiatives and small workstreams. With trainers and team members, strengthen onboarding, cross-training, knowledge continuity, functional capability, and overall work quality. Problems/Challenges: Managing high-volume, time-sensitive cash and income activity while maintaining accuracy, meeting cut-off times, and supporting adequate funding. Resolving complex cash breaks or payment discrepancies where information may be incomplete or requires coordination across regions, custodians, and internal teams. Balancing daily processing priorities with intraday call-ups, mailbox inquiries, stakeholder escalations, documentation updates, UAT, projects, and ad hoc assignments. Adapting to changes in custodial practices, systems, procedures, and controls while maintaining SOX compliance and the integrity of investment records. Applying experience and judgment to escalated issues, providing professional guidance, and seeking manager or subject matter expert support when an exception falls outside established procedures or authority. Position Dimensions (Organizational Impact): Job level: Career Band 4 Geographic coverage: General Account portfolios and stakeholders across 2 primary regions, Asia and North America Schedule: 5-day night shift, Monday to Friday, 8:00 p.m. to 5:00 a.m. PHT Primary location: Quezon City, Philippines Hybrid Work Set-up: 3 days at the office, 2 days remote People leadership: 0 direct reports specified; the role provides coaching, professional guidance, and task coordination to less experienced team members Organizational contribution: May contribute to projects or workstreams and support the resolution of escalated operational matters Transaction volumes, number of customers supported, and financial or budget impact: To be confirmed by the business Role requirements: Functional / Product Knowledge Must Have: At least 2-3 years of experience in a securities and investment environment Working knowledge of cash settlements, income processing, wire payments, foreign exchange, liquidity pools, custody fees, intraday cash activities, and General Account books and records Understanding of end-to-end cash flows, cash projections, reconciliations, custodial processes, and dependencies across investment teams Nice to Have: Experience supporting both Asia and North America investment operations Working knowledge of Treasury, Reconciliations, portfolio management, and related investment operations processes Risk & Control Knowledge Must Have: Demonstrated ability to operate within SOX requirements, internal controls, approved procedures, signature-verification requirements, and reviewer or approver controls Ability to identify, escalate, investigate, and resolve operational risk, payment, cash-break, and data-integrity issues Nice to Have: Experience supporting audits, control enhancements, remediation activities, or procedure updates in a regulated financial services environment Systems & Technology Must Have: Proficiency in Microsoft Office applications, particularly Excel Ability to work across multiple custodial banking portals and investment, accounting, reconciliation, and reporting systems Nice to Have: Proficiency in Bloomberg, Aladdin, Power BI, or Power Apps Knowledge of Excel macros or VBA Data & Digital Literacy Must Have: Ability to review and validate cash and transaction data, interpret bank statements and reconciliation outputs, and maintain accurate financial, accounting, and reporting records Strong attention to detail and the ability to use technology effectively in daily operations undefined Experience supporting automation, dashboarding, digitization, system enhancements, or operational transformation initiatives Problem Solving & Analytical Skills Must Have: Strong conceptual, diagnostic, analytical, and problem-solving skills Ability to investigate discrepancies, identify root causes, implement practical corrections, and exercise sound judgment Ability to assess solutions using data, experience, policies, precedents, and control considerations Nice to Have: Experience identifying or leading process improvements that enhance efficiency, quality, service, or control effectiveness Stakeholder Management Must Have: Excellent written and verbal English communication skills Strong interpersonal skills and the ability to collaborate effectively across cultures, functions, regions, and external service providers Ability to manage inquiries, escalations, and stakeholder expectations in a timely and professional manner Nice to Have: Experience supporting local offices, Treasury, portfolio-related stakeholders, custodial banks, vendors, or senior leaders in a matrix organization Leadership & Behavioral Competencies Must Have: Strong ownership, accountability, initiative, teamwork, adaptability, and execution focus Ability to work independently, manage competing priorities, and deliver accurately in a deadline-oriented environment Ability to provide professional guidance, coordinate work, and support the development of less experienced team members Commitment to quality, continuous learning, customer service, and operational excellence Nice to Have: Experience as a subject matter resource, coach, mentor, trainer, project contributor or workstream participant Education & Experience Must Have: Bachelor's degree in Finance, Business Management, Management Accounting, Economics, or a related business discipline At least 2-3 years of relevant experience in securities, investments, cash settlements, or financial-services operations Nice to Have: Relevant professional certification or additional training in investment operations, treasury, project management, process improvement, data, or automation About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected]. Working Arrangement Hybrid

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism. Shape your Career with Citi Citi Finance is responsible for the firm’s financial management and related controls. The team comprises disciplines including Treasury, Tax, Controllers and Financial Planning & Analysis, and manages and partners on key Citi initiatives and deliverables, such as our quarterly earnings process and ensuring Citi’s compliance with financial rules and regulations. We’re currently looking for a high caliber professional to join our team as an Officer, Finance Reporting Analyst I (Internal Job Title: Officer - C09) based in Taguig, BGC, Metro Manila. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance: • Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country. • We empower our employees to manage their financial well-being and help them plan for the future. • Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. • We have a variety of programs that help employees balance their work and life, including generous paid time off packages. • We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.A The Finance Reporting Analyst I is an entry level position responsible for assisting in the generation, analysis, and submission of financial reports, in coordination with the broader Financial Reporting Team. The overall objective of this role is to ensure the timely and accurate delivery of reports in accordance with regulatory guidelines. Responsibilities: Support the analysis and submission of reports to various constituencies (local regulators, SEC, Fed, OCC, etc.) based on requirements such as US GAAP, US Regulatory, and local statutory reporting Assist with closing the books and sub-ledgers, including passing appropriate required adjustment entries and consolidating financials at the end of each accounting period Ensure all accruals and adjustments are accurately calculated and posted within established timelines Escalate problems or issues related to transactions, processes, reports, or procedures as well as monitor progress/changes and keep senior leadership informed of unusual financial details Adhere to both regional and global procedures and rules, such as global policies, change control, methodologies, etc. Work with a team to identify and implement process improvement initiatives or standardizations Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. Qualifications: Previous relevant experience preferred Experience in accounting management Consistently demonstrates clear and concise written and verbal communication skills Demonstrated working knowledge of related industry practices and standards Detail oriented Ability to work unsupervised and adjust priorities quickly as circumstances dictate Education: Bachelor’s Degree/University degree or equivalent experience Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact. Take the next step in your career, apply for this role at Citi today https://jobs.citi.com/dei Job Family Group: Finance------------------------------------------------------ Job Family: Financial Reporting------------------------------------------------------ Time Type: Full time------------------------------------------------------ Most Relevant Skills Accounting Processes and Financial Controls, Assessment, Balance Sheet, Business Acumen, Constructive Debate, Data Analysis, Financial Reporting, Internal Controls, Process Design, Regulatory Management.------------------------------------------------------ Other Relevant Skills Credible Challenge, Management Reporting, Policy and Regulation, Risk Management.------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.

The Contact Center Supervisor is an intermediate-level position responsible for leading and supervising the daily workflow of a Customer Service team. The primary objective of this role is to delegate tasks, manage team performance, and ensure that individual and group goals are met, all while fostering an environment of outstanding customer service and continuous improvement. Key Role Responsibilities Team Leadership & Management Supervise the daily activities and workflow of a Customer Service team. Allocate work, manage schedules, and plan for team leave to ensure optimal coverage and team availability. Monitor and manage team attendance, punctuality, and adherence to schedules, including follow-ups on lateness. Actively participate in the hiring and onboarding of new staff. Serve as a backup manager as needed to ensure seamless operations. Performance & Quality Monitor and manage both team and individual performance levels in line with agreed-upon business objectives. Evaluate team member performance, conduct monthly reviews and yearly appraisals, and provide recommendations for pay increases, promotions, performance improvement plans (PIPs), or termination. Ensure the entire team meets performance and quality expectations and is responsible for end results. Provide on-the-job coaching, training, and feedback to support the growth and development of team members. Recommend and implement new work procedures to enhance efficiency and quality. Make evaluative judgments to solve problems based on factual information, precedent, and technical experience. Collectively responsible for resolution & closure of all URN / ESMS that are raised under their ID and/ or Citiphone within agreed TAT. Ensure excellence in knowledge of self and CPO. Follow up on open cases to ensure TAT is not breached Suggest and implement process improvement to increase FCR through CPO empowerment Manage the real-time feedback process ensuring business problems are immediately highlighted by the Team and appropriate action is taken. Customer Experience & Escalations Oversee and perform customer service activities, including resolving a variety of issues that may have a broader organizational impact. Handle customer escalations effectively, ensuring timely resolution and follow-up (close looping). Work closely with the Customer Experience and Quality teams to maintain and enhance service excellence. Drive the team to meet targets for Telephone Service Factor (TSF), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Net Promoter Score (NPS). Suggest and implement process improvements to increase FCR through team empowerment. Sales & Growth Drive the team to meet sales targets through effective lead generation and identifying upselling opportunities during customer interactions. Digitization & Compliance Ensure the team promotes digital channels in all customer interactions where appropriate. Monitor and drive key performance indicators related to digital adoption. Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards. Required Qualifications and Skills Experience & Knowledge A minimum of 4 years of relevant experience in a customer service or contact center environment. Previous experience in a banking-related or team management role is required. Experience with Six Sigma, Lean, or reengineering methodologies is preferred. Knowledge of Citi product suites is an advantage. Expert-level proficiency in MS Office. Skills & Competencies Leadership: Strong team management, coaching, and people-development skills. Communication: Excellent verbal and written communication and presentation skills. Problem-Solving: Strong analytical skills with a proven ability to creatively solve problems and think outside the box. Interpersonal: Effective influencing, relationship management, and conflict resolution skills. Customer Focus: Extremely customer-centric with a passion for delivering service excellence. Resilience: Ability to properly adapt to stress, adversity, and a changing environment. Project Management: Proficient project management abilities to handle multiple priorities. Work Ethic: Strong work ethic with a collaborative, team-player attitude. Minimum Requirements Education: Bachelor's/University Degree or equivalent experience. Language: Fluency in English is mandatory. Multilingual capabilities are a plus. Availability: Must be open to working in various shifts as required by the business. This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. Job Family Group: Customer Service------------------------------------------------------ Job Family: Service------------------------------------------------------ Time Type: Most Relevant Skills Please see the requirements listed above.------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism. Shape your Career with Citi Citi’s Human Resources (HR) team helps Citi to attract, retain and develop our employees across the globe. The team does this through supporting key areas including recruiting, diversity, global learning and talent development, benefits, compensation and employee relations. We’re currently looking for a high caliber professional to join our team as HR Operations Support Analyst 1, Officer based in Taguig, Philippines. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance: Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country. Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. The Ops Sup Analyst 1 is an entry-level position responsible for providing operations support services, including but not limited to; Supporting the administration of employee benefits programs by processing transactions, maintaining data accuracy, responding to employee inquiries, and assisting with benefits operations. Ensures timely and accurate execution of benefits processes, compliance with established procedures, and effective resolution of routine issues while delivering a positive employee experience. Responsible for posting and reviewing financial transactions in the General Ledger, performing GL proofing and reconciliations, and ensuring the accuracy, completeness, and compliance of accounting records. Supports month-end close activities and resolves accounting discrepancies in a timely manner The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes. Responsibilities: Benefits Processing – includes but not limited to • Reimbursement and allowances processing such as medical allowance, childcare allowance, education assistance • Life and medical insurance enrolment for new hires, transferees and dependents and any engagement with benefit vendor on behalf of the employees (excludes vendor management) • Leave entitlements and other benefits inquiries or requests • Preparation of adhoc reports and analysis and other report requirements including: Perform eligibility checking, validation of supporting documents and securing necessary approvals on benefits and allowances to be granted to employees This requires in-depth knowledge of company policies & other systems interface. Able to communicate benefit rules, policies, and delivery to employees as necessary (for in scope processes) Generation and delivery of reports to various requesters (employees, third parties, HR, etc.) as requested/needed Act as tier 2 point of contact for escalations, issue resolution and policy clarification related to Benefits. Manage different Inquiry Mgt Tool such as but not limited to SNOW cases and provide resolution. Process Vendor Payments and reclass journal entries for proper business charging. Provide ad-hoc services as required by the Business or HR Contribute to a culture of continuous improvement within the Benefits team. Administer all data needs in relation to Benefits process conforming to service levels and timeframes Participate in projects/additional functions as required/necessary Provide document management, draft and keep current complete operations process manuals including flow charts with key control points, process steps and procedures. Provide the customer with support and data for internal and external audits. Ensure compliance with existing standards and other applicable laws. Handle and perform compliance testing to ensure that processes meet business controls requirements. Expected to maintain Service Level Agreement (SLA) and/or Internal Measures for the processes handled through accurate and timely performance of processes Serve as back up resource for other service owners as needed Responsible for documenting Root Cause Analysis (RCA) for any service delivery issue or misses depending on severity Accurately post and record financial transactions in the General Ledger (GL) in accordance with accounting policies and procedures. Ensure transactions are recorded in the correct accounting period and account classification. Collaborate with internal stakeholders to obtain information required for accounting entries and reconciliations. Able to identify work process improvements and issue prevention and discuss with Team Leader Qualifications: Preferred has Bachelor's degree in Accounting, Finance, or a related field 0-2 years relevant experience Proficiency in Microsoft Office Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements Self-motivated and detail oriented Proven organization and time management skills Demonstrated problem-solving and decision-making skills Consistently demonstrates clear and concise written and verbal communication skills Education: Bachelor’s degree/University degree or equivalent experience This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. Working at Citi is far more than just a job. A career with us means joining a family of more than 200,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact. Take the next step in your career, apply for this role at Citi today https://jobs.citi.com/de Job Family Group: Operations - Core------------------------------------------------------ Job Family: Operations Support------------------------------------------------------ Time Type: Full time------------------------------------------------------ Most Relevant Skills Please see the requirements listed above.------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges. Shape your Career with Citi Citi’s Human Resources (HR) team helps Citi to attract, retain and develop our employees across the globe. The team does this through supporting key areas including recruiting, diversity, global learning and talent development, benefits, compensation and employee relations. We’re currently looking for a high caliber professional to join our team as Execution & Relationship Management (ERM) - Leadership Development, Intermediate based in Manila, Philippines. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance: Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country. Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. The Learning Intermediate Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams. Responsibilities: Supports the design, planning, implementation and maintenance of specific learning and development projects and programs (classroom, virtual instructor-led and web-based trainings). Acts as the primary point person for logistics, materials management, set-up, kick-off and on-site support for programs (both classroom training and virtual instructor-led training). Manages, tracks and records development programs and participants on the Learning Management System (also includes setting up new learning items, enrolling participants and processing cancellations). Helps to design learning material and tools, including content, train-the-trainer guides, workbooks, job aides, and promotional collateral. Is responsible for creating reports and preliminary analysis on the effectiveness of all programs and interventions, tabulating and summarizing evaluation data. Builds relationships with HR and L&D colleagues both globally and regionally to maximize influence, promote efficiency, and strive for effectiveness. Is responsible for all other duties assigned. Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. Qualifications: 2-5 years experience Consistently demonstrates clear and concise written and verbal communication skills Proficient in Microsoft Office with an emphasis on MS Excel Self-motivated and detail oriented Education: Bachelor’s/University degree or equivalent experience This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. Working at Citi is far more than just a job. A career with us means joining a family of more than 200,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact. Take the next step in your career, apply for this role at Citi today https://jobs.citi.com/dei Job Family Group: Human Resources------------------------------------------------------ Job Family: Talent, Development, Learning & Engagement------------------------------------------------------ Time Type: Full time------------------------------------------------------ Most Relevant Skills Please see the requirements listed above.------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. Position: Level 1 Support Engineer Onsite 24/7 Rotational Shifts Role Overview The Level 1 Support Engineer is the first point of contact and primary service owner for our customers. This role operates in a high-volume service desk environment, with success measured by quality of resolution, ownership, and customer experience. As an L1 Support Engineer, you will support multiple areas of our organisation, focusing on individual products for defined periods before rotating to others. This approach enables you to build deep technical and functional expertise in each solution while developing a well-rounded understanding of our full product portfolio. This model supports clear vertical career progression within our Cebu support organisation, with established Level 2 and Level 3 teams, as well as opportunities to move horizontally into adjacent roles. The role supports both hardware and software, including: Retail and SCO devices Payment, cloud, and web services Windows and Linux operating systems Full training will be provided. Key Responsibilities Technical Support (Level 1) Intake of the issue into our ITSM – ensuring accurate problem definition and impact/severity alignment Perform Level 1 troubleshooting across hardware, software, and cloud services Diagnose and resolve known issues across supported platforms and operating systems Use remote access tools and knowledge base articles to investigate and resolve incidents efficiently Review incident history to identify recurring issues and escalate appropriately Service Ownership & Collaboration Act as the face of NCR Voyix, owning incidents and service requests from initial contact through to resolution or escalation Deliver remote technical support via phone, email, and chat Ensure customers receive services in line with contractual entitlements Take full ownership of customer issues, providing clear communication, progress updates, and confirmation of resolution Serve as the single point of accountability, ensuring customers remain informed—particularly when issues require involvement from other teams or support tiers Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer‑centric culture Work closely with Level 2 and Level 3 teams to ensure smooth handover, continuity, and high quality outcomes Support increased demand during peak periods through cross tier collaboration Escalation Management Escalate incidents internally or externally using defined escalation paths when resolution is not achievable at L1 Retain ownership of escalated cases, communicating outcomes and next steps clearly to the customer Documentation & Knowledge Management Maintain accurate, detailed, and timely incident records in the ITSM system Ensure all troubleshooting steps, actions, and resolutions are thoroughly documented Contribute to continuous improvement by suggesting or enhancing knowledge articles based on real-world experience Continuous Improvement & Development Participate in coaching, feedback, and development activities to continuously improve service quality Support less experienced colleagues through knowledge sharing and joint problem solving Take part in initiatives and special projects to improve tools, processes, and service delivery We have a strong culture of internal promotion, and involvement in these projects is an invaluable development opportunity Complete all mandatory and role specific training within required timelines Skills & Experience Required High School diploma or equivalent Strong written and verbal communication skills in English Basic technical knowledge and experience with Windows operating systems Ability to work in a structured, process driven support environment Strong organizational skills and attention to detail Core Competencies Strong customer focus with a clear sense of ownership and urgency Collaborative, team-oriented approach Ability to follow defined processes while applying sound judgement Comfortable learning new technologies and rotating across product domains Professional, clear, and confident communicator Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. The L2 Technical Support / Application Support Analyst provides second-level technical and application support for business-critical systems and applications. This role focuses on in-depth troubleshooting, incident analysis, and root cause investigation, acting as an escalation point from L1 support while ensuring stable system performance and high service quality. Key Responsibilities: • Provide second level (L2) technical support for Windows-based environments, including advanced troubleshooting of operating system, application, and configuration issues. • Analyze, diagnose, and resolve incidents escalated from L1 support within agreed Service Level Agreements (SLAs). • Perform incident analysis and root cause investigation to identify underlying issues and prevent recurrence. • Use SQL queries to investigate data-related issues, validate application behavior, and support troubleshooting activities. • Support business and customer-facing applications, ensuring availability, performance, and functional correctness. • Document technical solutions, root causes, and workarounds in knowledge bases and incident management systems. • Collaborate with development, infrastructure, and third-level support teams on complex or recurring issues. Required Qualifications & Skills: • 2 years of experience in L2 Technical Support or Application Support roles. • Strong troubleshooting experience in a Microsoft Windows environment. • Knowledge in writing and executing SQL queries for investigation and support purposes. • Knowledge of command-line scripting and/or PowerShell - advantage • Experience in incident analysis, root cause identification, and problem resolution. • Ability to clearly document technical solutions and communicate complex issues to both technical and non-technical stakeholders. • Application support skills, including understanding of application workflows, integrations, and dependencies. • Strong analytical and problem-solving abilities with attention to detail. • Good English verbal and written communication skills and the ability to work collaboratively in a team environment. Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. The L2 Technical Support / Application Support Analyst provides second-level technical and application support for business-critical systems and applications. This role focuses on in-depth troubleshooting, incident analysis, and root cause investigation, acting as an escalation point from L1 support while ensuring stable system performance and high service quality. Key Responsibilities: • Provide second level (L2) technical support for Windows-based environments, including advanced troubleshooting of operating system, application, and configuration issues. • Analyze, diagnose, and resolve incidents escalated from L1 support within agreed Service Level Agreements (SLAs). • Perform incident analysis and root cause investigation to identify underlying issues and prevent recurrence. • Use SQL queries to investigate data-related issues, validate application behavior, and support troubleshooting activities. • Support business and customer-facing applications, ensuring availability, performance, and functional correctness. • Document technical solutions, root causes, and workarounds in knowledge bases and incident management systems. • Collaborate with development, infrastructure, and third-level support teams on complex or recurring issues. Required Qualifications & Skills: • 2 years of experience in L2 Technical Support or Application Support roles. • Strong troubleshooting experience in a Microsoft Windows environment. • Knowledge in writing and executing SQL queries for investigation and support purposes. • Knowledge of command-line scripting and/or PowerShell - advantage • Experience in incident analysis, root cause identification, and problem resolution. • Ability to clearly document technical solutions and communicate complex issues to both technical and non-technical stakeholders. • Application support skills, including understanding of application workflows, integrations, and dependencies. • Strong analytical and problem-solving abilities with attention to detail. • Good English verbal and written communication skills and the ability to work collaboratively in a team environment. Offers of employment are conditional upon passage of screening criteria applicable to the job Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. The L2 Technical Support / Application Support Analyst provides second-level technical and application support for business-critical systems and applications. This role focuses on in-depth troubleshooting, incident analysis, and root cause investigation, acting as an escalation point from L1 support while ensuring stable system performance and high service quality. Key Responsibilities: • Provide second level (L2) technical support for Windows-based environments, including advanced troubleshooting of operating system, application, and configuration issues. • Analyze, diagnose, and resolve incidents escalated from L1 support within agreed Service Level Agreements (SLAs). • Perform incident analysis and root cause investigation to identify underlying issues and prevent recurrence. • Use SQL queries to investigate data-related issues, validate application behavior, and support troubleshooting activities. • Support business and customer-facing applications, ensuring availability, performance, and functional correctness. • Document technical solutions, root causes, and workarounds in knowledge bases and incident management systems. • Collaborate with development, infrastructure, and third-level support teams on complex or recurring issues. Required Qualifications & Skills: • 2 years of experience in L2 Technical Support or Application Support roles. • Strong troubleshooting experience in a Microsoft Windows environment. • Knowledge in writing and executing SQL queries for investigation and support purposes. • Knowledge of command-line scripting and/or PowerShell - advantage • Experience in incident analysis, root cause identification, and problem resolution. • Ability to clearly document technical solutions and communicate complex issues to both technical and non-technical stakeholders. • Application support skills, including understanding of application workflows, integrations, and dependencies. • Strong analytical and problem-solving abilities with attention to detail. • Good English verbal and written communication skills and the ability to work collaboratively in a team environment. Offers of employment are conditional upon passage of screening criteria applicable to the job Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. The L2 Technical Support / Application Support Analyst provides second-level technical and application support for business-critical systems and applications. This role focuses on in-depth troubleshooting, incident analysis, and root cause investigation, acting as an escalation point from L1 support while ensuring stable system performance and high service quality. Key Responsibilities: • Provide second level (L2) technical support for Windows-based environments, including advanced troubleshooting of operating system, application, and configuration issues. • Analyze, diagnose, and resolve incidents escalated from L1 support within agreed Service Level Agreements (SLAs). • Perform incident analysis and root cause investigation to identify underlying issues and prevent recurrence. • Use SQL queries to investigate data-related issues, validate application behavior, and support troubleshooting activities. • Support business and customer-facing applications, ensuring availability, performance, and functional correctness. • Document technical solutions, root causes, and workarounds in knowledge bases and incident management systems. • Collaborate with development, infrastructure, and third-level support teams on complex or recurring issues. Required Qualifications & Skills: • 2 years of experience in L2 Technical Support or Application Support roles. • Strong troubleshooting experience in a Microsoft Windows environment. • Knowledge in writing and executing SQL queries for investigation and support purposes. • Knowledge of command-line scripting and/or PowerShell - advantage • Experience in incident analysis, root cause identification, and problem resolution. • Ability to clearly document technical solutions and communicate complex issues to both technical and non-technical stakeholders. • Application support skills, including understanding of application workflows, integrations, and dependencies. • Strong analytical and problem-solving abilities with attention to detail. • Good English verbal and written communication skills and the ability to work collaboratively in a team environment. Offers of employment are conditional upon passage of screening criteria applicable to the job Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. The Campaign Lead (POC) serves as the primary point of contact for assigned campaigns, ensuring quality and productivity targets are met while keeping all stakeholders aligned. This role manages day-to-day coordination between the client and internal teams (Operations, Quality, and Training), drives calibrations, communicates campaign performance, and ensures campaign goals are clear, understood, and consistently executed especially across multiple simultaneous campaigns. Key Responsibilities Performance Ownership (Quality & Productivity) Own day-to-day campaign performance and ensure delivery against productivity and quality targets. Monitor operational metrics, identify risks and blockers, and implement corrective actions to maintain goal attainment. Calibration & Alignment Lead calibration sessions to ensure consistent quality interpretation across operations, quality teams, and trainers. Drive alignment on guidelines, scorecards, and any policy/standard updates to minimize variance and improve quality consistency. Client Management & Communication Serve as a key point of contact for the client, providing updates on performance, risks, root causes, and action plans. Communicate proactively and professionally, ensuring the client has clarity on progress, outcomes, and next steps. Multi-Campaign Management Manage multiple campaigns simultaneously, ensuring goals, scope, and success metrics for each campaign are clearly understood by all stakeholders. Prioritize workload effectively to meet deadlines and maintain stable execution across campaigns. Cross-Functional Collaboration Coordinate closely with Operations, Quality, and Training teams to address performance gaps and drive continuous improvement. Ensure all stakeholders are informed, aligned, and accountable to campaign requirements and updates. Required Skills & Qualifications Strong communication and stakeholder management skills (client-facing experience preferred) Proven ability to manage both quality and productivity performance in an operational setting. Experience running or supporting calibrations, aligning standards, and driving consistency across teams. Highly organized with the ability to juggle multiple priorities and campaigns. Confident in handling escalations, setting expectations, and driving resolution. Experience with performance reporting, scorecards, dashboards, and improvement frameworks (e.g., RCA, CAPA). Ability to work effectively with operations, quality teams, and trainers in a fast-paced environment. How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs. DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know. We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. The Learning Experience Designer will provide thought leadership in the application of instructional design strategies and methodologies, particularly in the areas of learning analytics and design, to deliver learner-centered training solutions across all levels in the organization. SPECIFIC RESPONSIBILITIES The LX Designer for this campaign will: Provide instructional design services to the following key functions: Implementations, Project Management, Client Services, Consultancy and Product-Specifics Training (PST) for new campaign/LOB launches Operations Management, Quality and PST to address performance gaps in production Organizational Development (OD) for continuing education and skills enhancement Other Support functions and vendors for organization-wide special projects (e.g., new tool/technology, process updates) Collaborate with the Multimedia, Content, and LMS Administration work streams and PST Teams to design, develop and implement innovative self-paced and instructor-led training programs and evaluate the effectiveness of such. Key tasks include, but are not limited to, the following: Analyzing learning needs Conduct audience, context ,content, and available performance analysis when determining a design for a particular project Gather data for analyses by working together with project members and other connected departments, as necessary in interpreting data Determining required skills and competency levels for learners/ participants Collaborate with SMEs, stakeholders and other key departments to finalize desired skills and level of expertise of the desired audience of learning Identifying training objectives and performance targets Determine target objectives for identified learning content and target audience Defining instructional design strategy Identify best method to deploy learning experience or instructions Scoping/outlining training content List details of proposed training content , indicating duration and method Building training curriculum/lesson plan Outline details needed in a training/ lesson plan ( i.e. duration, method, objectives, and details of learning content needed Writing storyboards/scripts Collaborate with SMEs in finalizing learning content that is critical for learners/ participants Write storyboards for elearning content for NMD to develop using the most appropriate authoring tool Write scripts for dialogues/ video narration that will engage and disseminate knowledge and information Designing facilitator and participant guides Write and script learning content for facilitators in providing instructions as well as facilitating learning in a brick and mortar or virtual classroom Write information that will aid learning and engagement for participants for brick and mortar or virtual classroom Facilitating Train-the-Trainer (T3)/Knowledge Transfer (KT) sessions Lead knowledge transference and best practices in facilitation by conducting sessions with trainers/ facilitators utilizing the materials and assets designed and developed for a particular course Provide feedback to identified participants after the sessions, as appropriate Creating knowledge and skills assessments Design and write appropriate means to measure and evaluate learning and knowledge of participants Evaluating learning effectiveness Gather relevant data comparison of performance and training effectiveness Collaborate with key departments to gather and collate relevant data for evaluating learning Conduct post mortem reviews with project team members and other relevant departments to discuss current evaluation Collaborate with project team members and relevant departments to identify points to improve Suggest ways to improve and/or sustain performance based on results of evaluation Discover and implement techniques to drive online learning adoption and content usage. Continuously update and improve knowledge, skills, and behaviors related to instructional design, adult education, and training evaluation. Lead small projects by initiating meetings, communicating risks and following up on agreed deadlines Develop learning content Conceptualize the overall look and feel of digital learning lessons. Produce development brief outlining the mood board and suggested interactions to be used in the lesson Coordinate with the LX Design Team to recommend the best interaction or media to present the content. Develop advanced instructional media which includes but not limited to: guided tool simulations, interactive lessons and assessments, motion graphics instructional videos, and game-based courses. Utilize various graphics, video, and course authoring software to develop visually appealing and modern-looking instructional media. Apply visual design principles in every single output. Manage the overall development Lead or work with the project team and keep track of the development progress. Work with media developers to create the assets needed for the project Report milestone progress, risks, and red flags to project leads and managers. Work with other workstreams Work with the LMS team to set up the course page and upload the content Work with the Design team to ensure reviews are done in a timely manner Identify opportunities and lead initiatives to improve the team’s processes and output. Analyze the team’s opportunities in developing learning materials. Plan for learning sessions. Facilitate learning sessions. Accomplish administrative tasks to help drive projects to timely and quality completion. Maintain task and project trackers. Participate in project meetings. Provide updates to project team members. The success of the LX Designer will be measured through: Implementing training programs that reflect a learner-centered teaching philosophy Addressing identified learning/performance gaps Improving training absorption and retention Hitting defined KPI targets/goals Adhering to agreed timelines Presentation and application of innovative learning media within a specified period Contribution and impact of developed media to learning, measured by Kirkpatrick’s Levels of Evaluation (Levels 1 to 3). Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Employees may be required to perform any other job-related duties as requested by their supervisor. All requirements are subject to possible modification to reasonably accommodate qualified individuals with a disability. EDUCATION Bachelor’s degree or equivalent in Instructional Design or closely related course. Master's degree in Instructional Design, Distance Education or Educational Technology is a plus. WORK EXPERIENCE 3-5 years designing learner-centered training programs and developing related training materials 3-5 years conducting learning needs analyses to identify situations addressable by training solutions Working knowledge of adult learning, instructional design, and evaluation principles and practices Drafting measurable training goals and learning objectives (in all three learning domains) Developing appropriate learning assessment strategies and instruments TECHNICAL SKILLS Technology literate; can easily work with new software (e.g., media development tools, office suite, and other web applications) Understanding of functionalities of courseware authoring tools (e.g., Adobe Captivate, Articulate Storyline) Experience with E-Learning design principles, practices, and platforms (LMS) OTHER SKILLS Demonstrated ability to make decisions by using logic to identify key facts, explore alternatives and propose quality solutions Demonstrated ability to communicate information and ideas clearly, and concisely, verbally and in writing Demonstrated ability to interact with peers, management and other departments in a professional manner Strong organizational and interpersonal management skills Ability to manage time effectively and efficiently Self-motivated and directed with keen attention to detail How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs. DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know. We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.

Job Title: Team Leader Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.Essential Functions/Core Responsibilities Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations Communicate expectations to employees and provide timely updates Provide subject matter expertise in handling escalated customer calls as needed Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training Promote the Concentrix values through both behavior and attitude, including being an advocate for team members Candidate Profile Associate's degree in related field with two to four years of relevant experience preferred Highly motivated individual with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Strong communication skills, both written and verbal Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable Ability to mentor, coach and provide direction to a team of employees Willingness to work a flexible schedule Career Level Description Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks. << Philippines ONLY, Additional Description >> Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies Support and manage the program together with other Team Leaders and Managers Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements Manage team members on their performance on a regular basis, and write and deliver performance appraisal. The Team Leader’s role is a managerial level position, a position reposed with trust and confidence. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Location: PHL Cyberzone Cebu City - FCC Tower 3 & 4 Language Requirements: Time Type: Full time

Job Title: Sr. Software Engineer (TCF) Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures.Design, build, and integrate the patient, clinic staff, and doctor applications on a cloud-native, AI-enabled healthcare platform running on GCP and Azure. You will work across all Experience and Care apps and their integrations with external healthcare systems, and you’ll extend the existing .NET clinic app rather than start over. Responsibilities Build features end to end: React/Next.js web screens, React Native mobile screens, .NET (ASP.NET Core) APIs, and the PostgreSQL data behind them. Deliver Phase 2 features: the mobile app, teleconsultation, medication management, the feedback/survey platform, and AI assistants for patients, clinic staff, and doctors/specialists. Build and maintain connectors to labs, EHRs, imaging (PACS), pharmacies, payers, and devices using FHIR, HL7v2, DICOM, REST/SOAP, SFTP, and webhooks. Map partner data to FHIR resources and validate it. Match patients and orders, quarantine records that don’t match, and support reconciliation and replay. Build long-running clinical workflows in Temporal (.NET SDK), such as lab orders, result review, critical result alerts, and medication change approvals. Use idempotency, the outbox pattern, and event messaging (Kafka, Pub/Sub, or Service Bus) so no clinical action is lost or duplicated. Connect AI assistant features to care services through secure, permission-scoped tools, and require clinician approval before AI output affects clinical records. Build secure login, consent, and access rules by tenant, patient, and purpose of use (OIDC, OPA). Secure partner connections with mTLS/OAuth. Package and deploy services as containers on Kubernetes (GKE/AKS) through CI/CD and GitOps, with health checks and autoscaling. Keep patient data out of logs, caches, and the browser. Write unit and integration tests. Review code and mentor engineers. Complete all assigned, mandatory training within the timeframe provided Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports Requirements 5+ years in full stack development. Strong C#/.NET skills (ASP.NET Core, Entity Framework Core, Web API). Strong React/TypeScript skills (Next.js). React Native experience. Hands-on healthcare integration experience with at least one of FHIR, HL7v2, or DICOM. Experience with PostgreSQL, REST/GraphQL, messaging/event-driven systems, and OIDC/OAuth2. Experience with Docker, Kubernetes (GKE or AKS), and CI/CD pipelines. Experience integrating LLM/AI features into applications, such as calling model APIs, retrieval (RAG), or tool calling. Strong plus: Temporal or another workflow engine, Mirth Connect, HAPI FHIR, WebRTC/LiveKit, OPA, and HIPAA or data privacy experience. Bachelor’s degree in Computer Science or equivalent experience. Location: PHL Work-at-Home Language Requirements: Time Type: Full time

Job Title: Associate, Facilities Job Description Facilities Engineer is responsible for overseeing overall site operation mainly focusing on critical equipment maintenance, compliance and process optimization. This role emphasizes implementing critical activity and ensuring business continuity, site safety and compliance to all regulatory requirement. Supervise the maintenance, repair, and upkeep of facilities, equipment, utilities and stakeholders to ensure smooth day-to-day operation. Plan, schedule and monitor preventive and corrective maintenance activities to eliminate/minimize downtime and extend asset life. Knowledge in creating and implementing 52 week calendar Implement renovation projects, facility improvement, inspection and maintenance program. Implement and oversee maintenance services involving electrical, mechanical, auxiliary, plumbing, carpentry, masonry, and general building repair. Manage and coordinate external contractors and vendors for maintenance services, capital projects, and material procurement. Ensure compliance with building codes, occupational health and safety regulations, environment standards and company policies. Monitor maintenance budget, control operating cost and recommend cost-efficient solutions for facility management Lead initiative to improve energy efficiency, waste reduction, workplace safety and operational effectiveness. Supervise, coach and develop maintenance staff (technician and housekeeping) to ensure quality workmanship, productivity and adherence to safety standard. Respond promptly to facility-related issues and implement corrective actions to minimize operational disruption. Responsible for maintaining the infrastructure and equipment of the site Implement Preventive and corrective maintenance of critical equipment Analyze and create processes for technical team Coordinate with building property management Helpdesk monitoring Conduct day to day audit to ensure site is always visit/audit ready Location: PHL Quezon City - Spark Place 11th Flr Language Requirements: English Time Type: Full time2026-10-24

Help teams do the right things the right way—consistently and clearly. In this role, you will shape how operational knowledge is documented, maintained, and improved through disciplined technical writing and strong partnership. You will support procedure updates, manage change intake, and help drive timely attestations. If you enjoy turning complex inputs into clear, usable guidance, this role offers meaningful impact and collaboration. As a Technical writer, business process management (Middle Office procedures) in the Middle Office Global Practices team, you will provide technical writing support for middle office procedure documentation, change requests, and the annual attestation process. You will partner with stakeholders and subject matter experts to produce accurate, standardized content aligned to documentation and content standards. You will be based at the Philippines Corporate Center and follow a 5:00 PM to 2:00 AM Manila shift. Job responsibilities Manage an intake and workflow process for procedure requests and assign change requests to writers and consultants as appropriate Write, revise, and standardize procedure documents in partnership with product teams, subject matter experts, and content owners Validate procedure content for accuracy, clarity, and alignment to documentation standards and style guidance Coordinate periodic reviews and the annual document attestation process, ensuring completion and audit-ready tracking Maintain document version control, ensuring content is updated, streamlined, and archived according to the document lifecycle Partner across teams to support consistent delivery of high-quality documentation and services Research inquiries related to treasury products and services, client onboarding, deposit account activity, and account maintenance, and recommend solutions Prioritize incoming inquiries and change requests to ensure visibility, traction, and timely resolution Communicate status, expectations, and outcomes clearly to stakeholders, escalating risks and blockers when needed Produce business-as-usual reporting and content uplift metrics to support transparency and continuous improvement Identify process improvement opportunities and recommend streamlining enhancements to management Required qualifications, capabilities and skills At least 3 years of experience in client service, operations, technology, sales support, or portfolio support within a corporate or financial services environment Demonstrated technical writing experience producing procedure documentation (for example, standard operating procedures and process documents) Strong critical thinking and problem-solving skills, including the ability to research inquiries and recommend practical solutions Proven stakeholder management skills, including ability to build trust and communicate effectively across levels Project management skills, including ability to track work, manage timelines, and escalate delivery risks appropriately Strong written and verbal English communication skills, with attention to detail and document quality Working knowledge of document lifecycle practices (versioning, review, approval, attestation, and archiving) Risk and control mindset, including ability to follow standards and escalation processes consistently Ability to work onsite in the Philippines Corporate Center on a 5:00 PM to 2:00 AM Manila shift Preferred qualifications, capabilities and skills Bachelor’s degree or equivalent education Experience supporting middle office operations or procedure libraries Familiarity with treasury products and services and related operational processes Experience with analytics, reporting, or automation tools (for example, Alteryx, Tableau, and Python) Experience using content management or documentation platforms (for example, Microsoft SharePoint and Adobe Experience Manager)