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Title:  Performance & Service Manager - GBS, Manila

Job ID:  34721
Country:  Philippines
City:  BGC, Taguig, Manila
Professional area:  Business Development and Corporate Strategy
Contract type:  Permanent
Professional level:  Experienced


We’re JTI, Japan Tobacco International, and we believe in freedom

We think that the possibilities are limitless when you’re free to choose. We’ve spent the last 20 years innovating and creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries, and how we’ve grown from 40 to 4,000+ employees in the Philippines since 2009.
But our business isn’t just business, our business is our people. Their talent. Their potential. We believe that when they’re free to be themselves, to grow, travel and develop, amazing things can happen for our business. That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend, and why we’ve been recognized as INVESTORS IN PEOPLE in the Philippines.


It’s the perfect moment for you to #JoinTheIdea. We’re opening our Global Business Service center in the heart of BGC Manila and looking for more than 300 bright minds to join a global multinational with an exciting start-up vibe.





As a Performance & Service Manager, you will be at the core of leading and managing the system of KPIs that provides insights to the overall GBS performance to JTI in Philippines.



  • You will own, lead, and manage the service delivery framework, service catalogues, and engagement models across functions and countries.
  • You will work hand-in-hand with GBS operations and functions to develop and implement performance measurement system, reporting tools, dashboards, governance, and review processes.
  • You will provide and implement commendable call-to-action plans related to the improvement of customer experience.
  • You will review and recommend improvements to existing business processes and services, and new techniques and technologies, and at the same time identify skill gaps and provide necessary trainings.
  • You will work hand-in-hand with IT to implement tools related to performance and service management.
  • You will define templates and ensure the quality standards for service descriptions, service portal, approval authority matrices, metrics/KPIs, and service levels.



  • A college graduate with a bachelor’s or master’s degree in any related course.
  • Experienced working in a multinational company with a role in performance management or transformation and in project management for at least 4 years. Having experience working in a GBS or Shared Service Center is an advantage.
  • Well-versed in performance measure methods and tools, score cards and volumetric, and in launching and steering a global transformation program
  • Knowledgeable in transactional processes in accounting and finance, HR, transportation and logistics, procurement, and IT. Having deep expertise in one or two areas with ability to translate into service delivery model is preferred.
  • An excellent communicator with a strong command in English
  • A commendable leader and an analytical problem-solver who has an operational understanding of GBS delivery and ways of working.



  • Work in a brand new office located in BGC McKinley West
  • Be covered with a medical insurance upon hiring, with dependent coverage and medicine allowance
  • Receive cash allowances such as meal and transport allowance
  • Flexible working arrangements
  • Have access to over 200 company trainings
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend.
  • Understand why 9 out of 10 employees say they feel free to be themselves.

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea #JoinJTI!


Apply now »