Process Excellence Officer

About the Role

As a Process Excellence Officer under the Contact Center Channel, you will be responsible for reviewing existing processes and identifying opportunities to streamline process challenges based on data. You will handle service level analysis and reports that are essential to the process of improvement and execution.

How you'll contribute

• Propose and implement process improvement methodology. Work with respective units to streamline gaps and SLAs
• Prepare and ensure updated voice/non-voice handling manuals, which serve as references for BBS
• Conduct spot checks to ensure timely cascades of advisories to BBS
• Manage / Lead department engagements and ensure project execution to be timely and within budget targets
• Ensures vendor documents are complete, contracts are up to date, accruals / payments to vendors are valid and on time