Outcome

Strengthened governance, faster incident response, improved stakeholder communications, and higher customer satisfaction in the Philippines.

Background – iCRM Function

Role

The iCRM role bridges business units, GTS service towers, and external vendors to ensure governance and first‑class service delivery. The function typically:

• Liaises with business entities, technology groups, and vendors to manage account‑level governance and service delivery.
• Acts as the advocate for both business and IT; captures non‑technical business requirements and conveys them to delivery teams.
• Participates in testing and validation and sets appropriate expectations with stakeholders.
• Manages vendor performance, runs satisfaction surveys, and socializes performance dashboards with customers.
• Provides feedback loops into product roadmaps and break‑fix teams; partners with GCS and IT Risk on regulatory/com...