About the Role:
The Assistant Manager oversees the end-to-end Corporate Actions lifecycle for Prime Brokerage clients, including monitoring, scrubbing, notifications, elections, bookings, reconciliation, and break resolution. The role ensures accuracy, control adherence, timely processing, and strong coordination with custodians, agents, internal partners, and clients.
Key Responsibilities:Oversee Corporate Actions announcements and identify eligible global positions.Review event scrubbing and validation prior to client notification.Supervise the election process for voluntary events, ensuring accuracy of aggregated instructions.Monitor expected proceeds and validate payments against internal and external books.Oversee income and corporate action proceeds booking, ensuring accounting reconciliation. Manage receivable/payable claims with external parties under group policy guidance.Review and resolve breaks with appropriate escalation and adherence to compliance.Ensure tight operational controls and propose updates to procedures where relevant.Support team development, training, documentation, and continuous improvement initiatives.
Skills & Qualifications:Deep understanding of the Corporate Actions lifecycle.Strong analytical and problem‑solving capability.Excellent organizational skills, time‑management, and ability to meet deadlines.Strong judgment, critical thinking, and initiative.Continuous improvement and operational excellence mindset.Strong client focus and collaboration.Excellent English communication skills (written and verbal).Proficiency in Excel and data handling.
Education & Experience:Bachelor’s degree or equivalent.5–10 years relevant experience in Corporate Actions lifecycleExperience using US domestic settlement and corporate action platforms preferred.
Work Location: BGC, TaguigWork Schedule: Night Shift (US)Work Setup: Onsite Training (3-6 months); hybrid post-training
Job Title:Sr. Supervisor, Quality
Job DescriptionThe Sr. Supervisor, Training & Quality is responsible for assisting with the analysis, scheduling and implementation of all classroom training and Transactional Monitoring in support of assigned client programs to ensure superior workforce preparation. They will support Transactional Monitoring clients with multiple programs or lines of businesses which can be across multiple sites/geos. This includes supervising the Evaluators and Trainers who support their assigned portfolio. This position cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.
Essential Functions/Core ResponsibilitiesDevelop a department of well-trained, competent professionals who continuously improve the organization and themselvesDrive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processesEvaluate consistency and accuracy among trainers through observation and analysis of class evaluationsCreate and maintain consultant training scheduleEvaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plansConduct Coaching and Development sessions with team members to drive continuous improvement.Develop strong working relationships with key Business stakeholders, internal and externalOversee audits of key Training and Quality support processes within each account and recommends changesAdministration of applicable certification and training processes for staff up to and including internal and client requirementsEnsure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriateLead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
Candidate Profile2-4 years related experience or experience in Contact Center environmentBachelor’s degree preferredStrong communication skills, both written and verbalProficient in Microsoft OfficeAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverablesAbility to mentor, coach and provide direction to a team of employeesSelf-starter, sense of urgency, and works well under pressureAbility to foster a sense of professionalism and relationship building for self and teamStrong attention to detailAbility to work a flexible scheduleOccasional travel
Career Framework RoleReceives 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.
DisclaimerThe 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.Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Candidate ProfileWith at least 1-2 years of experience as a Quality ManagerMust be willing to work onsite in BGC, TaguigEffective communication skills, both written and verbalProficient in Microsoft OfficeAbility to multi-task and meet timelines on deliverablesDetail-oriented
What's In for You?Career AdvancementHMO active on Day 1Monthly Incentives Program
Essential Functions/Core Responsibilities
Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emailReports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practicesParticipates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changesMaintains strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)Complete phone time to keep current on programs (as applicable)Contribute to maintaining forms and legends documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goal
Job Description SummaryThe Advisor I, Spanish responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products. This position assists external/internal users of the client's technical products or services by answering questions and solving problems involved in their use.
Qualifications:Required language(s): English, SpanishAt least 1-year BPO experience (Customer Interaction-Voice)Must be amenable to rotating and shifting schedule in GBF Tower Bridgetowne. Open to Filipinos and Foreigners residing in PH. Foreigners with Permanent visa will be prioritized.Must be amenable to start by April 13.
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.
The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
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.
Join us and be part of this journey towards greater opportunities and brighter futures.
Job SummaryWe are looking for a versatile, experienced copywriter with experience creating instructional materials who can develop clear and compelling English copy in support of a client specializing education for financial professionals. This role focuses on creating certification course materials, blogs and whitepapers, collaborating with the client’s existing writing teams to ensure the content produced aligns with the organization’s goals and standards. Your words will inform and engage the target audiences and drive business outcomes in the financial protection sector. Our ideal candidate is a collaborative, skilled, and imaginative copywriter with a deep understanding of writing for adult learning. Familiarity with finance, risk management or financial crime prevention is a bonus. As a writer you know how to make the dry details compelling and know how to craft messaging that resonates with the target audiences. ResponsibilitiesWriting clear, compelling copy that informs and instructions for various media (e.g. long form blog posts, learning modules, skills assessments, surveys, articles, whitepapers, etc.).Interpreting a content brief to understand assigned task and underlying ask; following up where more information may be needed.Engaging with client SMEs and teams to understand the purpose of the asset key takeaways and calls to action (CTAs), and behavior it is trying to influence. Adhering to client brand and editorial guidelines.Applying feedback from client team and quality control editors.Partnering with client teams, making suggestions, bringing own ideas and expertise to the table. Required SkillExceptional writing, editing, and proofreading abilities with strong attention to detail.Strong interest in education, adult-learning, and crime and fraud. Ability to transform a content brief into engaging courseware or narratives.Strong research skills and a natural curiosity to learn new topics.Ability to facilitate interviews and workshops with subject matter experts to gather the required input to write compelling materials.Proficiency in Microsoft Office and familiarity content and learning management systems such as Xyleme, Articulate 360.Excellent time management and organizational skills.Team player with excellent communication and interpersonal skills.Ability to work under pressure, manage multiple projects simultaneously, and meet tight deadlines.Minimum of 5+years of experience in copywriter/content creator roles.Bachelor’s degree in journalism, Communications, English or equivalent experience. Reliable home internet service.Willingness to work a 3rd shift that overlaps with U.S. business day.
Role Summary
The Sr. Solutions Architect specializes in Business Process Outsourcing (BPO) CRM Solutions for Front and Back Office operations. This role is responsible for designing, costing, and documenting CRM BPO solutions, leveraging deep industry expertise to deliver transformational value to clients.
Key Responsibilities
Solution Design & DevelopmentLead the design and documentation of CRM solutions for Front/Back Office and Contact Center technologies (CCAAS, CRM, BOTS/RPA, CoPilot Features) and Agentic Workflows. Define client requirements and scope, develop high-level business case scenarios, and propose service delivery models (technical architecture, governance, organization design).Evaluate transformation potential, cost savings, and create transition strategies and plans.Coordinate with cross-functional teams to develop comprehensive solution propositions.
Client EngagementConduct workshops and meetings with prospective clients to present solutions and articulate value.Facilitate client conversations, job shadowing, data gathering, and information analysis.Serve as a key member of the sales team for specific deals, providing deep business and solution insights.Good Content Creation (PPTs, RFPs, Contracting, Videos, etc.) and Public Speaking Skills.
Leadership & CollaborationProvide process expertise and leadership to Geo Delivery Process Leaders/Architects.Advise on best practices and process improvements to enable standardized global process designs.Manage ad-hoc solution/proposal teams, integrating expertise from various business areas.Project based flexible work ethos & shift time
Technical & Commercial ExpertiseDemonstrate working knowledge of contact center technologies (CCaaS, Voice/Chat/Email Bots, IVR, RPA, Analytics).Conduct cost-benefit analysis and develop Total Cost of Ownership (TCO) models and ROI assessments.Integrate technical, transition, and IT responses into unified proposals.Negotiate and develop Statements of Work (SoW) and Master Service Agreements (MSA).Deep understanding of Operations, SLA/KPI, Capacity Planning, Contracting, Financial Modelling, Contact Centre Tech, Agentic WorkflowsHands on Experince of using Chat GPT, or alike LLMs.
TravelIf required should be flexible to support client engagements and solution delivery.
Required Experience & Qualifications
Minimum 5 years of industry experience in the specified sector.Practical experience in designing or delivering CRM Solutions/Operations (Back Office, Front Office, Call Centre).Strong understanding of contact center technologies and market trends (Process Automation, Straight Through Processing).Experience in process modeling; Six Sigma certification is a plus.Proven ability to develop solutions in complex operational environments.Demonstrated success in managing business transformation projects with measurable improvements.Strong leadership, communication, and consulting skills; experience in senior finance sales activities.Excellent project management skills.Experience interfacing with senior executives across multiple companies and countries.Strong team management and networking abilities.Knowledge of Workforce Management (WFM) includes headcount calculations, occupancy, AHT, volume patterns, scheduling, and forecasting.Understanding of resource profiling (language proficiency, experience, education).Experience in cost-benefit analysis, TCO modeling, and ROI.Financial acumen: understanding of P&L, revenue calculation, gross margin %, operating income %, and cost levers.Technical writing and value proposition articulation.Negotiation skills and ability to interact with legal teams.Ability to translate data into meaningful context and quantitative analysis.
The Quality Manager I will manage quality staff for contact center programs. Responsible for staff performance, driving training and quality process improvement in partnership with program leadership and clients. This position will Lead the evaluation, design and delivery of training and quality initiatives. Oversee new hire, continuing education, and program specific training on assigned accounts. Develop and implement standards for quality monitoring of agents/representatives. Ensure that quality processes provide Operations with guidance to correct problems. Determine appropriate staffing levels and leads hiring, training/development, and evaluation of own staff's performance.
Essential Functions/Core Responsibilities• Maintains appropriate staffing levels according to program requirements• Contributes to the assessment, analysis, planning, design and delivery of training and quality solutions• Acts as a primary point of contact and performance consultant for training and quality functions, partnering with program management within assigned accounts• Develops and cultivates partnership with clients, operations, program management, recruiting and other support functions• Coordinates with learning consultants and curriculum developers to provide learning and non-learning performance solutions• Observes and mentors' trainers to maximize their skill sets in training and facilitation and develop their understanding of training processes and methodologies• Monitors and ensures completion of daily administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner• Attends calibration and operational team meetings as appropriate to ensure understanding of client and operations needs
Candidate Profile• Bachelor's Degree in related field from a four-year college or university with seven years of relevant experience (with at least two years of Progressive Management Experience) preferred• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment• Demonstrated ability to mentor, coach and provide direction to a team of employees• Demonstrated ability to take initiative and ownership with focus on continuous improvement• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team• Solid understanding of the organization's business operations and industry. Demonstrated business acumen• Occasional travel required
Career Framework RoleManages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.
DisclaimerThe 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.
Job Summary
The Sales Support Specialist is responsible for coordinating with vendors and utility service providers to verify service availability for customer locations. This role plays a critical part in ensuring that proposed customer solutions are feasible and ready for deployment by confirming access to essential services such as electricity, water, and gas. The position is operationally focused and does not involve direct interaction with customers.
Key Responsibilities
• Conduct outbound calls to vendors, suppliers, and utility companies to confirm service availability at specific addresses• Identify and verify the availability of essential utilities, including electricity, water, and gas services• Gather accurate and up-to-date information to support customer relocation and onboarding processes• Ensure all required services are available and aligned with proposed customer solutions before deployment• Maintain detailed and accurate records of vendor responses and service availability status• Coordinate with internal teams to provide verified information needed for solution planning• Follow standard procedures and workflows to ensure consistency and efficiency in service verification
Qualifications
• 1 year of BPO experience• Strong communication skills, particularly in handling outbound calls professionally• Ability to gather, verify, and document information with high accuracy• Detail-oriented with strong organizational skills• Ability to work independently and manage repetitive tasks efficiently• Basic proficiency in using CRM systems or data entry tools• Previous experience in support, operations, or coordination roles is a plus
Job Title: Sales Support SpecialistWork Arrangement: OnsiteShift: NightSite Location: Bridgetowne, Pasig
About the Role:
We are looking for a detail-oriented Sales Support Specialist to join our team. In this role, you will support our sales operations by preparing and maintaining quotation documentation, contracts, pricing details, and configurations. This position plays a critical role in ensuring smooth and accurate sales processes while working in a fast-paced, collaborative environment.
Key Responsibilities:Prepare and maintain quotation documentation, contracts, and pricing informationEnsure accuracy and consistency of sales configurationsCollaborate with internal teams to support seamless workflowsMaintain organized records of all documentation and updates
Qualifications:Minimum of 1-3 years of experience in Support, Back-End, or Back-Office rolesStrong attention to detail and organizational skillsEffective communication and collaboration skillsAbility to work onsiteComfortable working in a night shift schedule
Why Join Us:Opportunity to contribute to a growing sales operations teamCollaborative and supportive work environment
Essential Functions/Core Responsibilities:Manage Real Time exceptions in a large call center environmentProvide communication to and from Operations and other support departments for escalation of service-impacting issuesOversee call flow, real time, through workforce management tool (i.e. IEX).Monitor intra-day call and work volume as compared to forecast.Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as requiredEnsures that service level reports to scan for issues and anomalies and reports perceived concerns to the Team Manager and/or client. (According to established escalation process)Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance)May conduct manual studies or analysis due to system shortfalls (i.e. AHT, etc.)Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvementFacilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problemsEnsures that appropriate exception codes are entered to maintain accurate real-time monitoring dataInvestigation of any deviations and enter exceptions in real timeMaximize efficiency and occupancy while meeting service objectivesRecognizes and recommends operational and support improvements Candidate Profile:At least 1 year of experience or above in WFMShould be comfortable with 24 X 7 working environmentCandidate should have excellent verbal communication skills and displays high confidence levelCandidate should demonstrate time management and prioritization skillsCandidate should demonstrate analytical, problem solving and logical skillsBasic understanding of Voice / Non-Voice RTA process & WFM MetricsCandidate should have excellent written communication skills and is able to draft a write up with min grammatical errorsMathematical and logical skillsCandidate has intermediate knowledge of Excel & PowerPoint and Candidate should be able to analyze information and discern trends
