Business Process Systems Supervisor

Job Title: Business Process Systems Supervisor

Full time, permanent employment

Salary: 85,000 Php per month (80k base + 5k Allowance)

Bonus: Performance based bonus

Leave entitlements (15 Annual, 10 Sick, Public Holidays)

Health Insurance (Standard HMO 1 Principal, 1 Dependent)

Hours of work: 7:00 AM – 4:00 PM PHT

Work Week: Monday to Friday

Work location: WFH, required to come to the Ortigas office when needed

About Inform

Inform is an Australian owned business with over 500 employees in the Philippines. Inform provides outsourcing solutions for global clients in Canada, ASEAN and ANZ. We are an established and highly regarded business, with a successful 15-year operating track record in the Philippines.

About The Role

We are seeking a Business Process Systems Supervisor to work on the core business processes and systems associated with our BPO service. This will involve the process and systems administration of our core Employment Management system (developed in-house), as well as the supervision of its use and development.

Our BPO service includes 500 employees, approximately 10 client and process administrators and 5 systems development/IT staff.

The systems and process scope includes:

• Employee Records Management
• Attendance and Leave
• Payroll
• HR and disciplinary
• Benefits
• Client access
• Billing

Reporting Line

This role reports directly to the Digital, Data and Operations Manager based offshore (outside the Philippines).

Responsibilities

In this role, you will be expected to act as the go-to expert on how Inform's in-house Employment Management system works, keep it running smoothly for the people who depend on it, and drive its ongoing improvement in line with the business processes it supports. Your responsibilities will include:

Process Ownership

• The owner and expert of the systems functionality that the business process is designed to fulfil
• Significant contributor to process and workflow design, authoring and documentation

System Improvement and Design

• Develop functionality improvements, including the functional architecture (user types, permissions, logic and rules)
• Design interfaces and workflows

System Administration and Support

• Set up and administer all user and administration configurations
• Perform backend or system level data amendments, imports and corrections
• Perform process administration (where this may be required to fulfil the business process beyond the user interface e.g. report extracts)
• Provide system functionality and process support to users
• Supervise system usage to ensure it is used correctly

Training and Documentation

• Deliver system orientation and training to all users
• Create documentation, guides and materials covering system functionality, user support and training

Issue Management

• Manage system issues and fixes, including liaising with and directing software developers through to resolution
• Trouble shooting and replicating issue’s to determine resolutions

Development and Release Management

• Work with the system development team to oversee the development, staging and testing process
• Coordinate and administer the go-live of system changes and improvements

Qualifications & Experience

• Degree or equivalent qualifications in relevant subject (Business, Information Systems, IT)
• Advanced business system administration (minimum of 5 years)
• Advanced experience in BPO administrative processes (such as listed).
• Significant ability in process development.
• Excellent technical capabilities such as Excel, Data, Database, Programming, Systems Administration
• Excellent documentation ability
• Good and capable supervision and junior management skills
• Very strong communication skills, both verbal and written