Process Excellence Head Contact Center

About The Role

As a Process Excellence Head under the Contact Center Channel, you will be responsible for overseeing the review and improvement of existing processes. Another key role is to implement new processes to drive volumes away from operations and oversee the implementation of projects relating to the group’s initiatives.

How Youll Contribute

• Review and approve process maps prepared by the process excellence team
• Collaborate with key business units by planning and implementing solutions to address issues.
• Liaise with Customer Experience, SBCs Process Excellence Team and different SFUs to discuss important updates about bank products and possible process improvements
• Responsible for initiating, planning, executing, controlling and closure of assigned contact center projects
• Assists in facilitating a successful convergence of contact center business requirements to technical solutions to ensure seamless implementation of the project.
  
  

What We’re Looking For

• Bachelors degree in any field
• 7-10 years of relevant experience in handling technical and non-technical projects
• Contact center background in the banking industry is a plus
• Knowledge of business process modeling, analysis and design
• Knowledge of process performance management, documentation process, data analysis
• Ability to identify potential areas of process improvement leading to improved process and customer experience
• Basic understanding of compliance/regulatory requirements, risk management & controls, and bank processes.
• Excellent communication and interpersonal skills
• Willing to work on premises in Makati Head Office
  
  

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your BetterBanking career with us today.

---