Manager, Operations Reporting (Alabang - Onsite)

Support effective and efficient delivery of assigned Data & Analytics deliverables / projects,

assist in designing, modeling and implementing new or modified business excellence and

improvement solutions. Partner with delivery & internal innovation teams and clients to

drive continuous improvement by using data & analytics to identify opportunities for

improvement, develop and present business case justifications for pursuing opportunities,

and working with account SMEs to leverage continuous improvement models, tools, and

technology to achieve measurable results.

RESPONSIBILITIES:

• Be part of team comprising of CX and Sales Data & Insights Data & Insights gurus

• Demonstrate experience & expertise in applying contemporary improvement

techniques and producing tangible results

• Research, and conduct advanced analysis of customer speech data to identify

complex trends and insights

• Identify opportunities, recommendations, and benefits through development of

algorithms and models to extract valuable information from audio and transcripts

• Create Customer Journey Maps and Process Maps to develop an optimized future

state experience and design, incorporating enhancements for segments such as

People, Process, Data and Tech

• Surface trends and topics driving interaction volumes across human assisted

channels that shape operational improvements, process optimisation and drive

channel strategy

• Create the best possible outcomes while driving Customer Experience, Compliance

and Revenue while generating rich Analytics & Insights across KPI critical projects

• Create slides, charts and information packs that provide accurate and engaging

visual materials for stakeholders from a range of levels and roles

• Proactively manage the risk register and risk process within the project, ensuring

mitigating actions are in place and managed, and escalating as appropriate.

• Monitor project and initiatives from proposal to benefits realization

SKILLS & QUALIFICATIONS:

• Min. 2 years people manager or IC experience in Data & Analytics / Process

Excellence / Delivery Innovation (being part of these functions is mandatory for

qualifying)

• Proficiency in Excel and PowerPoint, system/data analysis and data interrogation

• Experience working with AWS services (Contact Lens, Quick Sight and Athena)

in a production environment

• Knowledge of Lean Six Sigma, Agile methodology, (Scrum – CSM certification would

be an advantageous)

• Preferable exposure to digital technologies and Data Science (Gen AI, RPA, Speech,

Power BI, SQL, Python)

• Demonstrable team leadership and cross-functional team experience

• Excellent attention to detail and strong focus on task completion

• Excellent oral and written communication, and interpersonal skills with the ability to

interact effectively with all levels of management and client