1. Leads and overseas creation of all after-sales processes for all of B2B products, tiers, channels2. Ensures readiness of operations teams for new projects & product launches to eliminate customer experience issues3. Ensures that a robust knowledge management process and tools are in place to drive effective and efficient frontline handling4. Builds organization’s capabilities anchored on strategic imperatives5. Ensures operating model is optimized to deliver the target customer experience (e.g. leverage outsourcing to scale)6. Defines and mobilizes plan to instill customer-obsession mindset and cultural change in all groups re-wiring them to serve with passion and urgency as business owners vs. processing “tickets”7. Owns the automation agenda to leverage talent pool in delivering higher value tasks for Globe and customers

1. Monitors and drives performance of both technical and non-technical support functions of SG.2. Co-develops solutions to address flow through process and gaps.3. Aligns all customer touch points and co-formulates customer experience strategies across all SG touch points.4. Provides insights on customer impacting issues.5. Maintains and drives the portfolio of strategic initiatives that will improve customer experience.6. Oversees the direction of needed process improvement efforts.

1. Tasked to deliver projects and various programs consistent with strategic, customer and employee engagement imperatives. Some key projects include:a. Roll out of the Diagnostic Business Development Sales Framework to the Sales Teams.b. Liaised between various consulting firms, e.g., BCG and Accenture, and BCFU internal work teams to ensure necessary business process re-engineering initiatives are undertaken.c. Reviewed and initiated sales incentive programs, e.g., GCASH incentives, Level-Up and Project Bulls-eye, to ensure achievement of revenue targets.d. Created a recognition program for both sales and non-sales teams, i.e., Project Star,e. Lead the planning and execution of various employee engagement activities. i.e., Townhalls, Business Kick-Off, Team Building, Christmas Parties and immersion programs. 2. Tasked to lead the strategic business planning and budget exercise.3. Tasked to support the reportorial requirements of the Enterprise Segments Head in reports submitted/presented to BCFU and Senior Leadership Team (SLT).