Quality Assurance Manager
Security Bank Corporation
Date: 22 hours ago
City: Makati City
Contract type: Full time
The Role
As a Quality Assurance Manager, conducts process review and proactive monitoring of internal processes within Service Delivery and external partner’s compliance with bank’s SLA for Cash Management products and services. Ensures that the quality review and handling of repository of documents within Service Delivery Department on the internal processes, internal/external service level agreements and audit/compliance requirements are conducted/monitored on a regular basis. Help drive quality initiatives across Service Delivery team and collaborates with other TBG leaders/teams to contribute process improvements.
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.”
As a Quality Assurance Manager, conducts process review and proactive monitoring of internal processes within Service Delivery and external partner’s compliance with bank’s SLA for Cash Management products and services. Ensures that the quality review and handling of repository of documents within Service Delivery Department on the internal processes, internal/external service level agreements and audit/compliance requirements are conducted/monitored on a regular basis. Help drive quality initiatives across Service Delivery team and collaborates with other TBG leaders/teams to contribute process improvements.
How You'll Contribute
- Responsible for conducting monthly quality assurance review for Service Delivery team to ensure that effective implementation and proper handling was done by each member of the team using quality assurance metrics.
- Proactive quality evaluation of the 3rd party provider’s compliance within Service Level Agreement.
- Investigates service complaints from clients coursed through the Implementation team or Customer Service team and ensure timely resolution.
- Regularly monitors the repository of all updated internal and external SLA, operations manual and Service delivery handling guide to ensure all team members assigned to their respective teams within Service Delivery are aligned.
- Ensures timely submission of reports containing the results of the quality review to Service Delivery leaders and does comparative analysis of performance to serve as the point of reference for improvement.
- Implements quality improvement initiatives, conducts monthly quality calibration and assessment within Service Delivery teams.
- Bachelor's Degree in Computer/Telecommunication, Industrial, Computer Science/Information Technology
- With at least 5 years of experience in Banking and Financial
- Has strong background in quality analysis and reporting
- Good oral and communication skills – can clearly convey information/ideas to individuals or groups in a way that helps them easily understand the message/instruction
- Good analytical and technical skills; Team player and has the ability to multi-task
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.”
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