Performance Analyst (Contact Center)

About the Role As a Performance Analyst under the Contact Center Channel, you shall coordinate new requirements and enhancement of reports within the division for the continuous improvement whether regular or adhoc, design reportorial requirements, generate data and information from the core systems of the bank and perform and conduct quality evaluations in accordance with the MOPP and Regulatory requirements. How you'll contribute Assists in preparing, analyzing, and releasing Complaints Dashboard Bankwide Performance Work across departments and functional groups regarding enhancements and automation of reports Ensures daily, weekly, and monthly monitoring of Department and Bankwide Complaints performance Aids in all aspects of Performance Management activities relevant to internal and external partners, customers Escalates critical issues on Systems related concerns that require immediate action to the groups as well as to the concern units What we’re looking for Bachelor's degree in any field 3-5 years of relevant experience in performance analysis and reporting Contact center background in the banking industry is a plus Basic understanding of compliance/regulatory requirements, risk management & controls, and bank processes, BSP Circular 857/1048 - Consumer Protection Framework and industry practice in Complaints Management. Advance knowledge in Microsoft Excel, Power BI and other reporting tools Involve in the preparation of assessment reports of complaints, findings, and root-cause analysis Proficiency in analyzing large sets of data to identify trends and make informed decisions Ability to use statistical methods and predictive analytics to forecast staffing needs Excellent verbal and written communication skills to present findings and recommendations effectively 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.