Technical Program Manager (Case Management)

• Location: Manila, Philippines

• Remote work is possible, preferred time zones GMT+4 to GMT+10

This role owns the Case Management platform in Creatio as a shared capability for scaling back-office automation across the bank. You will define platform scope, priorities, and outcomes, standardize operational workflows, and build reusable, governed case management patterns used by multiple streams.

Partnering closely with Operations Technology and engineering teams, you will drive platform roadmap, onboarding, and delivery — ensuring consistent cases, queues, SLAs, routing, and controls that reduce manual work and enable scalable, compliant operations.

Key Responsibilities

• Own the Case Management platform as a product - scope, priorities, and outcomes, partnering with Head of OPS Tech on roadmap shaping and prioritization.

• Analyze and re-engineer operational handling patterns across teams to reduce manual work and standardize scalable workflows.

• Standardize case primitives - case model, queues, routing, SLAs, escalations, and role-based workplaces.

• Build reusable templates and safe extension patterns - RBAC, SoD, approvals, audit trail, change governance.

• Elicit, structure, and validate requirements for platform capabilities and cross-stream onboarding needs.

• Maintain platform artifacts - specifications, role models, configuration standards, diagrams when useful, acceptance criteria, and test cases.

• Support UAT and go-live for platform changes - demos, training, defect triage support, and hypercare coordination.

• Define platform metrics.

• Drive delivery and engineering team - requirements, UAT support, rollout, stabilization.

Requirements

• 4+ years as TPM, BA, or SA in banking or fintech.

• Strong workflow and case management experience - queues, routing, SLAs, escalations, workplaces.

• Understanding of controls and governance - RBAC, SoD, approvals, audit trail.

• Strong understanding of agile delivery and experience with Jira and Confluence (or equivalents).

• Proactive mindset - identifies gaps, proposes options, and drives improvements with strong ownership.

• Strong English communication skills.

Why would it be cool to work with us?

What we create

• Modern banking services for millions of Filipinos

• Cutting-edge solutions based on the best world practices and AI implementation

• Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia

• A business capable of raising over $200MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market

• An environment that allows you to launch new products in 3-4 months

• A basis for expanding into new markets all over the world

What we offer

• Passionate international team spanning the globe

• Rapid professional growth. Merit (and merit only) rules the day

• Reward for performance and long-term success of Salmon

• Fast track to grow internationally

• New office in Manila, Philippines

• Relocation support for eligible candidates

• Remote and hybrid options

• Medical insurance, health and wellness benefits

• Program of events and activities both online and in person