Job Title:

Process Analyst

Job Description

The core role of the Process Analyst is to review, develop and document all customer and business processes in the Contact Centre to ensure they are in the optimal state.

This role will be responsible as the subject matter experts in mapping ‘as is’ customer journeys and business processes to identify gaps, along with understanding requirements for new processes. Key to the role of the Process Analyst is to develop fit for purpose processes, gaining buy-in from stakeholders and process users, ensuring end to end improvements are achieved.

The role is pivotal to ensuring that all processes are effective, efficient and accessible for colleagues to support them in assisting our customers, therefore, supporting the achievement of key operational performance targets in line with budget requirements and customer outcomes.Develop and document detailed business requirements for all customer and operational processes within the Contact Centre in support of the Contact Centre strategy.Review current processes and future requirements, along with insight and data, to map recommendations for improvement and implement those improvements, focussing on the customer journey.Create clear actions plans for each initiative, identifying support and resource required along with clear timescales.Proactivity engage with, and support, business change by providing feedback on the impact of changes and developing sound processes to support the successful embedding of the change.

Utilise effective questioning when supporting project work, seeking to understand impacts to current ways of working .

Act as the gate keeper for any change to processes and work with senior stakeholders to ensure that the change is relevant, has the appropriate controls, is formally signed off and championed.Challenge current ways of working and look for opportunities to standardised and reduce excess processes being operated, continually looking for improvements.Ensure all process documentation standards are adhered to in line with external best practice, ensuring the process library is maintained and version controls are in place.Uploading process information into the Knowledge management system

Location:

PHL Makati - 11th Floor, Ayala North Exchange Tower 2, Ayala Ave

Language Requirements:

English

Time Type:

Full time

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