Process Excellence Officer | Customer Contact Center | Sbf | Makati, Makati

Last update 2024-02-27
Expires 2024-03-27
ID #1785384874
Process Excellence Officer | Customer Contact Center | Sbf | Makati, Makati
Philippines, Metro Manila, Makati,
Modified August 10, 2023


About Security BankWe are the Philippines’ largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016—the Bank of the Year – Philippines by The Banker.We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.In our constant pursuit of excellence and improvement, we create teams that support our business and each other.The RoleAs a Process Excellence Officer, you will be responsible for reviewing existing processes. Identify the current state of the process and improvements that need to be made. Implement specific projects based on the overall strategy of the Head of the Contact Center Group, centered on operational excellence and cost efficiency.How you'll contribute Prepares call/email/social media handling manuals which serve as reference of SBF-CCS.Propose and implement process improvement methods and work with other units to streamline any gaps in the overall process and SLAs.Ensures that the Policy and Process Repositories are always updatedConducts weekly team meetings with TLs / SMEs to discuss important updates.Conducts Spot Checks to ensure timely cascades of advisories to the members.Liaises with Customer Experience and different SFUs to discuss important updates about SBF products and possible process improvements.Reviews and approve manual updates based on advisories sent by SFUs.Answers queries raised by Ops Team What we’re looking for Bachelor’s Degree in any fieldAt least 3 years relevance experience from the banking or financial industryLean Six Sigma background and experienceKnowledge in business process modeling, analysis and design, performance management, documentation process, and data analysisExcellent communication and interpersonal skillsAbility to identify potential areas of process improvement leading to improved process and customer experienceAbility to assist in the design and implementation of process improvement. #LI-EO1#LI-Hybrid

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Process excellence officer | customer contact center | sbf | makati

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