Process And Standards Analyst null

Job Summary:

The Process and Standards Analyst supports the organization’s drive to promote the value of customer-centricity through the design and development of customer service processes in compliance with regulatory standards. The position manages project implementation, conducts process health check and implementation of innovative quality assurance programs, and mitigates identified risks and gaps to ensure effectiveness of all customer service processes.

• Translates internal stakeholder requirements into business requirements, to efficiently attain regulatory compliance, seamless delivery of customer service, better customer experience and realization of corporate goals.
• Leads the design and implementation of customer processes and systems, and their proper integration to and interface with other systems.
• Performs periodic monitoring of process performance, analyze reports and kpis, and formulates & recommend improvements to achieve process excellence.
• Provides support for new programs, innovations and digital transformation.
• Conducts special studies, projects and/or investigations on customer service process-related transactions.

Qualifications:

• Minimum bachelor’s degree holder of any course
• Should pass the Meralco analyst test
• Proficiency in MS Office
• Good business communication skills