JOB DESCRIPTION Pre- Transition support (as needed) Support CS teams with expertized responses to RFPs (as needed) Banding Sign offs (as needed) SOW Review & Delivery clauses Sign offs (as needed) Scope Sign offs (as needed) SLA Sign offs (as needed) Transition support Due Diligence (Partially, onus of DD is on CS team) Process Definition Process Recommendations KA & KT planning and delivery CS training Ramp up planning & support Go live support Steady State support WFM & Scheduling support.

Liaison with BEC team to close loop the requirement and schedules.

Governance Framework Coaching Framework Training Framework Reporting Structure Stacks (Agent performance) Framework Client Escalation Support Any other operations support as required Hiring Requirement gathering & create JD according to the role requirements Support in hiring from a Domain perspective to ensure we have right candidates Trainings Requirement gathering and training plan from a CS perspective (CS 100, CS 200 and any Customized training plan) for engagements.

Liaison with CDG team to align trainer and completion.

Customer Service Basics/ Technical training for engagements Facilitate Other requirements: Relevant years of experience: 5 years minimum BPO experience in customer service Leadership experience: 4 years minimum handling a team for customer service accounts Educational attainment: college grad any course Amenable to work in shifting schedules.

Amenable to work ONSITE BGC Taguig Able to start ASAP.

Benefits: HMO for Employee and 2 Dependents (On Day 1) Quarterly performance bonus Outstanding career development opportunities