Lead, Process Excellence Change Control

5 days ago

Pasig, National Capital Region, Philippines RCBC Bankard Services Corporation Full time ₱1,500,000 - ₱2,500,000 per year

Job Purpose


•Ensures all procedural documentation requirements are met and that Contact Centre team and emails teams – internal and external, can operate using up-to-date reference materials


•Identifies inefficient / incorrect / outdated procedures or processes through customer journey and process mapping, rectifying these to ensure optimization of all key performance indicators is achieved


•Makes recommendations to improve / streamline the current practices to enhance customer experience, first contact resolution, team productivity and/or reduce costs


•Leads, controls, prioritizes and implements changes required to Contact Centre procedures, processes, and systems


•Supports digital transformation initiatives and ensure process improvements align with organizational goals

Job Requirements


•Graduate of a 4-year college business course


•Prior experience in document control, process governance, process improvement and change management is a plus


•Experience in process enhancements and documentation. Relevant experience in the credit card business is preferred


•Has demonstrated ability to lead and facilitate change within the organization


•Strong interpersonal and communication skills to collaborate effectively with cross- functional teams

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