IT Process and Performance Management Associate

BAYAD CENTER is the country's pioneer and leader in the over-the-counter multiple bills payment collection business.

CIS Bayad Center, Inc. is a wholly owned subsidiary of MERALCO (Manila Electric Co.).

With over 10 years of serving the Filipino, Bayad Center continues to define and set the standards in the industry with its increasing number of biller partners and fast-growing network of payment centers, and introduction of innovative service lines.

The BAYAD CENTER is not resting on its laurels. At present, the BAYAD CENTER network is composed of more than a thousand collection centers in the Philippines and, soon, hundreds more overseas.

ROLES AND RESPONSIBILITIES

Responsible for driving end-to-end governance across IT processes, performance, assets, and contracts, ensuring alignment with industry best practices and enterprise standards (e.g., APQC, ISO, ITIL, COBIT, PMBOK).

• Develops and maintains IT process architecture, including governance frameworks, policies, and standards aligned with business objectives.
• Leads process discovery, design, documentation, improvement initiatives, and conducts audits and compliance reviews across stakeholders.
• Develops and implements performance management frameworks and KPIs, including monitoring and reporting of process and operational performance.
• Provides insights through trend analysis, supports goal tracking, identifies performance gaps, and drives continuous improvement initiatives
• Develops and maintains IT asset management frameworks, policies, and lifecycle processes, including hardware and software assets.
• Monitors asset utilization, valuation, licensing compliance, and identifies optimization opportunities to improve cost efficiency and technology investment strategies.
• Develops and maintains contract management frameworks, policies, and governance controls across the contract lifecycle.
• Facilitates contract creation, review, approval, renewal, and termination in coordination with Procurement, Legal, and stakeholders.
• Monitors vendor performance and compliance against SLAs/OLAs, supporting evaluation, reporting, and engagement management.
• Supports the development and implementation of IT service management frameworks, policies, and procedures, including SLAs, OLAs, and performance metrics.
• Analyzes service performance trends and supports alignment of vendor contracts with service level requirements, driving continuous improvement.
• Supports the establishment and maintenance of data governance policies, standards, and quality metrics to ensure data accuracy, integrity, availability, and compliance.
• Leads data quality improvement initiatives and audits, while promoting data governance awareness and training across the organization.
• Supports the development, implementation, and maintenance of the Quality Management System (QMS), including monitoring performance and driving continuous improvement initiatives.
• Coordinates internal and external audits and manages corrective and preventive action processes.
• Ensures compliance with IT General Controls (ITGC), policies, and regulatory requirements through ongoing monitoring and assessment.
• Conducts risk assessments and coordinates internal and external audits, including tracking findings and remediation actions
• Leads and supports governance-related programs and initiatives across process, asset, and contract management.
• Collaborates with cross-functional teams including IT, Procurement, Finance, Legal, and Risk to ensure alignment and execution.
• Facilitates training, awareness, and adoption of governance frameworks and processes across the organization.

QUALIFICATIONS

• Bachelor’s degree in Industrial Engineering, Business, Information Technology, Computer Science, Engineering, or related field.
• Experience in business process analysis, process improvement (e.g., Lean, Six Sigma, TQM) is an advantage
• Exposure to IT service management frameworks (e.g., ITIL) preferred
• Experience in project management, requirements analysis, or dashboard/report development is a plus
• Experience in asset management tools/systems and contract/vendor management is an advantage
• Knowledge of IT service management (ITIL) and IT lifecycle processes
• Strong understanding of contract management, vendor management, and procurement processes.
• Ability to support project planning, scoping, and execution (scope, timeline, budget)
• Experience in business case development and vendor negotiations
• Proficiency in data analysis, reporting, and dashboard creation
• Familiarity with asset lifecycle management and optimization practices