Overview
Contact Center Governance Officer Jobs in Makati, National Capital Region, Philippines at Security Bank Corporation
Title: Contact Center Governance Officer
Company: Security Bank Corporation
Location: Makati, National Capital Region, Philippines
About The Role
As a Governance Officer under the Contact Center Channel, you will be responsible for ensuring the efficient and effective operations governance, ensuring that fundamental processes are carried out to understand trends of customer demand/queries, trends of teams’ production vis-à-vis budgeted productivity and shrinkage assumptions, and that governance is achieved and observed across the operations.
How You’ll Contribute
Collaborates with Process excellence to maintain resiliency and effectiveness of department-wide processes and documentation
Partners with relevant functions to drive service delivery and enhancements in the department to lift Customer experience and business efficiency.
Serves as the escalation point in addressing issues, complaints or any crisis at department level, Coordinate with Unit Head in monitoring escalations.
Manages the department compliance and adherence to standards and serves as support for any risk or division-specific audit engagement
What We’re Looking For
Bachelor’s degree in any field
8-15 years of relevant experience in customer service, contact center, and workforce planning and capacity distribution
Experienced in People and Program Management
Preferably with contact center background in the banking industry
Has ability to map and implement customer-centric processes
Good crisis and issue management capabilities
Proficient in oral and written communications
Organizational and inter-channel communication capable
Knowledgeable in MS Office applications
Willing to work on premises in Makati Head Office
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.
