Process Excellence Officer (Contact Center)

About the Role As a Process Excellence Officer under the Contact Center Channel, you will be responsible for reviewing existing processes and identifying opportunities to streamline process challenges based on data. You will handle service level analysis and reports that are essential to the process of improvement and execution. How you'll contribute Propose and implement process improvement methodology. Work with respective units to streamline gaps and SLAs Prepare and ensure updated voice/non-voice handling manuals, which serve as references for BBS Conduct spot checks to ensure timely cascades of advisories to BBS Manage / Lead department engagements and ensure project execution to be timely and within budget targets Ensures vendor documents are complete, contracts are up to date, accruals / payments to vendors are valid and on time What we’re looking for Bachelor's degree in Industrial Engineering or any related field 2-4 years relevant experience as a Business Analyst, Documentation process Data Analysis Preferably with Lean Six Sigma background and experience Contact center background in the banking industry is a plus Knowledge of Business process modelling, analysis and design Knowledge of Process Performance management Banking and finance 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.