Process Improvement Officer

The Process Improvement Officer (Loyalty Programs) provides general leadership in supporting the company's sales and profit objectives through the design, development and continuous improvement of store and business model innovations, with management channels and its respective access points.

Key Responsibilities

Speed and Efficiency

• Develops projects on process efficiency, customer experience and store level technologies for delivery, digital payment and digital loyalty.
• Develops all relevant material/information for store cascade involving service standards, processes and system navigations.
• Assesses and challenges existing QMS and recommends improvement areas.
• Campaigns or organizes retooling sessions to ensure proper execution of channels processes and standards.
• Coordinates and completes the knowledge transfer for proper store personnel training to L&D.
• Benchmarks best practices of different organizations in terms of Business Channels development and drive continuous improvement of the process across SBUs.

Customer Experience

• Monitors operations efficiency metrics/index based on audits, CSAT or other external trends, competitors.

Channel Profitability

• Works with Finance on determining financial impact of initiatives on channels or access points.
• Works with Marketing on sales/awareness building programs for the channels/access points.
• Determines store criteria for channel or access point applicability to ensure profitability of deployment.
• Monitors channels box economics and hitrate of store network.
• Develops cost management programs with the help of key stakeholders.

New Access Points Development

• Identifies business requirement specifications and business case for the development of new channels and access points.
• Develops store standards and guidelines for new business channels and access points; determines requirements for channels accreditation process.
• Executes testing and sign-off of developments directly/indirectly relating to store-interface access points.

New Access Point & Technology Development

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

Access Point and Technology Deployment

• Executes onboarding of stores to delivery in-house access points (call center, website, mobile app), aggregator and digital payment platforms.
• Identifies criteria and recommends applicable stores for channels expansion.
• Includes initial store onboarding, user data (store user and main officer user) maintenance, store data maintenance on access points.
• Includes map management and maintenance for delivery access points.
• Creates and monitors readiness checklist completion of Operations.
• Executes onboarding of stores to digital payment-related technologies and innovation.
• Includes deployment of new tenders and payment options.
• Identifies criteria and recommends applicable stores for expansion.
• Includes initial store onboarding, user data (store user and main officer user) maintenance, store data maintenance.
• Creates and monitors readiness checklist completion of Operations.

Complaints Management

• Monitors leading and lagging metrics attributed to platform and process efficiency.
• Generates regular complaints management report as a means to determine systemic issues.
• Conducts root cause analysis of systemic issues on platforms or processes; escalates issues and monitors resolution by responsible unit.

Job Qualifications:

• Graduate of Engineering, Information Technology, Computer Science, or any related field.
• With 3–5 years of relevant work experience; background in product management is an advantage.
• With basic knowledge of system integration, interconnection, and project deployment.
• Proficient in Excel and PowerPoint; knowledge in Power BI is an advantage.
• Must be curious, inquisitive, willing to explore new areas, and able to make sound and firm decisions.
• Experienced in improving processes and services by enhancing store operations, service standards, and implementing technologies for delivery, digital payments, and loyalty programs, including tracking efficiency and customer satisfaction results.
• Knowledgeable in managing the development, profitability, and expansion of channels in coordination with Finance, Marketing, and other teams to ensure viable and cost-effective deployment.
• Skilled in developing and launching technology solutions such as loyalty programs/platforms, operationalizing technical requirements at store level, and supporting delivery initiatives. This includes testing, implementation, rollout, onboarding, data updates, mapping, and readiness checks.
• Able to identify and create new business opportunities by defining requirements, setting standards, and ensuring proper testing and alignment with business goals.
• Capable of handling complaints and recurring issues by monitoring performance metrics, investigating root causes, and coordinating with concerned teams for resolution.
• Willing to work in Ortigas, Pasig (Hybrid Work Setup).

Jollibee Foods Corporation is the hiring entity for this requisition.