About GoTyme 

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, which has scaled to 6m customers in four years since launch.

At GoTyme, we have embarked on a journey to democratize financial services in the Philippines through the launch of a game-changing digital bank. We are seeking individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the Team 

The Customer Service and Experience Team under the GoTyme Commercials group is the digital hub for customer engagement and support of GoTyme.  We provide best-in-class customer experience in one of the country’s leading digital banks. 

This role will be part of this team.  Specific roles & responsibilities are specified in the following sections. 

Experience and background 

Must-haves: 

• 3+ years of experience in building and rolling out highly effective training programs for areas related to customer service, retention and sales.

• Bachelor’s degree or higher and / or equivalent. 

• Highly experienced in developing training models and structure, developing learning methodologies and modules, and performing training-needs analysis (TNA).   

• Excellent communications, facilitation and presentation skills (in-person and online).

• Start-up mindset. Comfortable with Ambiguity. With can-do attitude.

• Background in Telecommunications, Logistics, Financial Services, Banking, Technology, and related industries preferred.

• Willing to travel and conduct field work.

• Amenable to flexible work hours. Hybrid working setup (50% onsite/50% WFH)

  (Should have satisfactory work-from-home setup)

Core competencies 

• Experienced in developing and rolling-out onboarding training programs and refresher courses for a variety of audiences (Internal customers, employees). You expected to do this ~40% of the time.

• Experienced in developing customer awareness programs (public facing educational & awareness campaigns). You are expected to do this ~60% of the time.

• Effective communicator: Should be able to interact and engage with different business owners/stakeholders and convey plans, issues or challenges in an effective manner.

• Highly collaborative: Ability to engage and discuss ideas, process and results to various teams in relation to training. Ability to provide critical feedback in a collaborative way.

• Great analytical skills & detail oriented. Knows how to perform deep-dive analysis and training needs analysis. Shows good structure in thought processes to identify the issue and provide resolution steps accordingly.

• Results driven mindset: Ownership of assigned training area (i.e. employee onboarding, awareness refresher, etc.)

• Shows good moral character and initiative – able to follow standard operating procedures, TAT’s and fulfil scorecard requirements to ensure Training SLAs are consistently met.

• Understands team objectives and take accountability for one’s scope of work and assist others, when needed.

What will be expected of you 

Help build a “Customer First” Mindset:

• All Trainings and learning sessions should be anchored on our goal of being the #1 Bank with Excellent Customer Service.

• Develop a training so great that our employees will radiate the importance of our customers.

• Develop a training so great that our customers will talk about their experience with our CS and Sales Team online (Social Media) and promote us to their friends and family.

Employee Training / Onboarding:

• Develop Training Models/Structure, Modules and Manuals for Customer Support, including but not limited to:

  • Initial employee onboarding

  • Special employee refresher courses

Customer Awareness:

• Develop and implement education and awareness campaigns:

  • General Customer Awareness &

  • Financial Literacy

  • Cyber-Security Awareness

    • To be coordinated with Cybersecurity and other relevant teams

Other Training Support:

• Conduct regular training needs analysis

• Develop Periodic Refresher courses

• Support the training manager in CS, Sales and Enterprise training when business requires