Process Excellence Manager (Contact Center)
Security Bank Corporation
Date: 6 days ago
City: Makati City
Contract type: Full time
About The Role
As a Process Excellence Manager under the Contact Center Channel, you will be responsible for ensuring that the Operations processes run smoothly, efficiently, and consistently toward overall customer journeys. You will lead the process improvement strategic planning to focus on better customer experience and efficient processes as well as execution of specific projects centered on operational excellence and cost efficiency.
How You'll Contribute
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.
As a Process Excellence Manager under the Contact Center Channel, you will be responsible for ensuring that the Operations processes run smoothly, efficiently, and consistently toward overall customer journeys. You will lead the process improvement strategic planning to focus on better customer experience and efficient processes as well as execution of specific projects centered on operational excellence and cost efficiency.
How You'll Contribute
- Monitor process improvement and mapping progress reports by Process Excellence Officers.
- Analyze data and ensure efficiency target is achieved by prioritizing improvement plan/mapping.
- Lead cross-functional teams in process improvement initiatives.
- Ensure compliance with company policies and industry standards align with projects and improvements initiatives.
- Bachelor's degree in any field
- 4-7 years of relevant experience in process excellence and project management
- Knowledge of different bank products and their processes
- Knowledge of Process Excellence methodologies (e.g. Lean, Six Sigma, Kaizen, etc.)
- Contact center background in the banking industry is a plus
- Cross-functional collaboration and leadership
- Change management and cultural transformation
- Data analysis and visualization
- Excellent communication and interpersonal skills
- Willing to work on premises in Makati Head Office
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.
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