Service Analytics Head

Job Summary

Responsible for the delivery of accurate, data-driven insights that support contact center operations and business decisions. Ensure continuous improvement in reporting, analytics, and workforce planning by leveraging data to optimize efficiency, improve operational performance, and enhance decision-making. The Service Analytics Head is expected to drive data integrity, process improvements, and advanced analytics, providing reliable insights that will aid in business strategies, CSAT improvements, and overall operational excellence.

Duties and Responsibilities

• Strategic Leadership in Service Analytics

  • Lead and develop the MIS, Workforce Management, and Real-Time Analytics to ensure efficient data-driven decision-making.
  • Set strategic goals for analytics, aligning with business needs, CSAT improvement, and operational efficiency.
  • Drive the integration of data sources and implementation of best practices in business intelligence.

• Oversight of MIS & Reports Management

  • Ensure all MIS-related operations (regular & ad hoc reporting) are executed with accuracy and timeliness.
  • Consult with senior management to understand evolving reporting requirements.
  • Drive automation and visualization improvements for enhanced reporting efficiency.

Workforce Management & Forecasting Oversight

• Supervise Workforce Managers and Real-Time Analysts to ensure efficient staff planning and operational performance.

• Oversee forecasting models, ensuring staffing levels meet service level requirements while optimizing costs.

• Enhance real-time monitoring capabilities to maximize efficiency and service levels.

• Real-Time Monitoring & Operational Metrics Optimization

  • Ensure RTAs actively monitor and manage queues, agent utilization, and schedule adherence.
  • Analyze operational trends and recommend real-time interventions to enhance service levels.
  • Optimize resource allocation and intraday staffing to minimize service disruptions.

• Data-Driven Insights for CSAT & Operational Performance

  • Provide comprehensive, data-driven reports and insights to improve CSAT and customer experience strategies.
  • Leverage analytics to identify performance gaps and recommend strategic improvements.
  • Develop and refine customer experience metrics and KPIs to ensure alignment with business goals.

• Process & Reporting Improvement Initiatives

  • Continuously improve data collection, processing, and reporting methodologies.
  • Implement new tools and dashboards to enhance business intelligence capabilities.
  • Streamline processes to reduce manual effort and improve accuracy.

• Stakeholder Collaboration & Business Support

  • Work closely with Department Heads and CSAT team to align analytics with business goals.
  • Provide actionable insights and recommendations based on contact center performance trends.
  • Act as a key advisor in strategic discussions requiring data-driven perspectives.

Qualifications

• Knowledge of Business process modeling, analysis and design
• Knowledge of Process Performance management
• Banking and Finance
• Excellent communication and interpersonal skills
• Documentation process
• Data Analysis
• Ability to identify potential areas of process and CSAT improvement leading to improved process and customer experience
• Ability to assist in the design and implementation of process and CSAT improvementRisk and Compliance

About SB Finance

A young, rapidly growing financial institution with an unwavering drive to empower more and more Filipinos – for both those that we serve and those who are part of our diverse and dynamic team.

SB Finance Corporation is a partnership between the Philippines’ Security Bank Corporation and Thailand’s Bank of Ayudhya (Krungsri). This partnership is a result of Security Bank and MUFG’s goal to expand global partnerships while growing local talent and expertise. Backed by two financial giants in the Asia region with more than 100 years of financial excellence, we provide top-notch financial products and services that are tailor-made for the needs of the Philippine market.

We are engaged in the business of extending credit facilities and financing services for the betterment of the different communities we serve. Our relentless pursuit is to empower Filipinos through our growing menu of loan products – multi-purpose cash loan through Personal Loan, OR/CR for cash through Car4Cash, brand new or pre-owned motorcycle financing through MotorsikLOAN, and a digital salary advance facility through eSALAD.

Be part of the SB Finance team and become an ‘SBFF’ who enables ordinary Filipinos and small business owners to reach their life's milestones as you enjoy a fun, meaningful career regardless of your role in the company.

A better life for everyone? Dito, pwede.