CRM Business/Service Analyst

7 days ago


Manila, National Capital Region, Philippines Security Bank Corporation Full time

As an Analyst, you will focus on optimizing the bank processes and customer experience in the CRM context. You are expected to lead initiatives within the larger CRM project as project manager in coordination with internal business units and the vendor. You will be able to identify service/process-enhancements to be implemented in-system and prioritize based on urgency and complexity.

How you'll contribute

  • Work closely with the stakeholders to understand their business requirements and translate it into the leads management process in the CRM system, which includes functional analysis with other platform/systems such as FBEQ, Prime, LOS, Process Maker, EuroNet.
  • Balance business needs with system limitations using a deep understanding of the system grounded by a business perspective to offer realistic, feasible, and time-bound solutions to stakeholders.
  • Conduct regular checks on system use using the power of reporting and results-driven data analysis to identify key points for process improvements.
  • Manage the internal cascade of the enhancement to CRM Service Operations, FBP, and Change Management team.
  • Work closely with Change Management team to provide content recommendations and review the Enhancement related training materials.
  • Have general knowledge on all CRM Modules such as Customer 360, Leads Module, and Service Module with full focus on the Case Management process in the system.

What we're looking for

  • Must be a Bachelor's degree holder in any related field.
  • With at least 2 years of relevant experience preferably within Banking and Financial/FinTech industry specializing in customer service module.
  • Must have knowledge of basic bank processes and bank system integrations in CRM system.
  • Should be able to drive process improvements across business units and CRM modules.
  • Effective communication skills; intermediate Excel, PowerPoint, Visio, and MS Project skills.

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.

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Business Development and Sales
  • Industries: Banking
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