Process Improvement Specialist

Job Title: Process Improvement Specialist

This is an exciting opportunity to join our team as a Process Improvement Specialist. In this role, you will be responsible for leading the design, development, and continuous improvement of store and business model innovations.

• Develop projects on process efficiency, customer experience, and store-level technologies for delivery, digital payment, and loyalty programs.
• Create relevant material/information for store cascade involving service standards, processes, and system navigations.
• Assess and challenge existing quality management systems (QMS) and recommend improvement areas.
• Campaign or organize retooling sessions to ensure proper execution of channels processes and standards.
• Coordinate and complete knowledge transfer for proper store personnel training to learning and development teams.
• Benchmark best practices of different organizations in terms of business channel development and drive continuous improvement of processes across various departments.

Responsibilities:

• Monitor operations efficiency metrics/index based on audits, customer satisfaction ratings (CSAT), or other external trends and competitors.
• Work with finance to determine the financial impact of initiatives on channels or access points.
• Collaborate with marketing on sales/awareness building programs for channels/access points.
• Determine store criteria for channel or access point applicability to ensure profitability of deployment.
• Monitor channels box economics and hit rate of store networks.
• Develop cost management programs with key stakeholders.

New Access Points Development:

• Identify business requirement specifications and business cases for the development of new channels and access points.
• Develop store standards and guidelines for new business channels and access points; determine requirements for channels accreditation processes.
• Execute testing and sign-off of developments directly/indirectly relating to store-interface access points.

New Access Point & Technology Development:

• Execute testing and sign-off of developments directly/indirectly relating to store-interface access points.
• Monitor, analyze, and communicate performance of feature releases.
• Monitor platform and access point metrics.

Access Point and Technology Deployment:

• Onboard stores to delivery in-house access points (call center, website, mobile app), aggregator, and digital payment platforms.
• Identify criteria and recommend applicable stores for channels expansion.
• Maintain initial store onboarding, user data (store user and main officer user), and store data maintenance on access points.
• Manage map maintenance and readiness checklists for delivery access points.
• Create and monitor readiness checklists completion of operations.
• Onboard stores to digital payment-related technologies and innovation.
• Deploy new tenders and payment options.
• Identify criteria and recommend applicable stores for expansion.
• Maintain initial store onboarding, user data, and store data maintenance.
• Create and monitor readiness checklists completion of operations.

Complaints Management:

• Monitor leading and lagging metrics attributed to platform and process efficiency.
• Generate regular complaints management reports to identify systemic issues.
• Analyze root cause of systemic issues on platforms or processes; escalate issues and monitor resolution by responsible units.

Requirements:

• Graduate degree in Engineering, Information Technology, Computer Science, or related field.
• 3-5 years of relevant work experience.
• Knowledgeable in system integration, interconnection, and project deployment.
• Proficient in Excel and PowerPoint; knowledge in Power BI is advantageous.
• Experienced in improving processes and services by enhancing store operations, service standards, and implementing technologies for delivery, digital payments, and loyalty programs.
• Skilled in developing and launching technology solutions such as loyalty programs/platforms, operationalizing technical requirements at store level, and supporting delivery initiatives.
• Able to identify and create new business opportunities by defining requirements, setting standards, and ensuring proper testing and alignment with business goals.
• Ability to resolve complaints and recurring issues through performance monitoring and cross-team coordination.

Benefits:

Our company offers a hybrid work setup in Ortigas, Pasig.

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