About the company 

IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organizations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work.   

Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands, covering serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage and managed office solutions.   

Join us at www.iwgplc.com 

Job purpose

To manage the escalations and ensure all escalations and queries are competently and accurately completed within SLA.

Duties and responsibilities

• Oversee the escalation process within the ticketing platform, ensuring timely resolution of issues and effective prioritization.
• Manage and support helpdesk teams to facilitate smooth communication and resolution of escalated Accounts Payable matters.
• Directly engage with Country Managers, Operations Directors, and Regional CEOs to address escalations, ensuring swift and effective resolutions.
• Able to effectively collaborate with teams within and outside the GSC
• Responsible for the timely closure of all queries and escalations; L2 escalations completed in 1 day
• Monitor Quality Issues & address root cause errors
• Ensure business continuity and training of team members
• Lead Brainstorming sessions and nurture process improvement ideas

Qualifications

• University degree or college diploma, preferably in the field of Accounting, Finance, or Business.
• At least 5 years direct work experience in Finance and Accounting, preferably managing Accounts Payable processes within a multinational, shared service environment.
• At least 5 years’ experience of managing professional teams in a multinational, shared services environment, 3 years of which were spent directly managing at least 5 individuals.
• Proven track record of effectively managing escalations.
• Knowledge of working on any established ticketing platform.
• Strong problem-solving, process root cause and improvement skills.
• Strong written and verbal communication skills.
• Strong stakeholder management skills, able to collaborate well with others and teams to attain an objective.
• Capable Team builder and able to coach and train behavioral development in team members

Working conditions

• Must be amenable to work in a hybrid work setup. Office is located in BGC, Taguig City
• Open to shifting schedules
• Company provided equipment