Customer Contact Center- Product and Systems Support Section Head
- Full Time, onsite
- BDO Unibank
- Metro Manila, Philippines
The Product and Systems Support section manages the department’s operational requirements to ensure readiness to serve BDO customers before any new implementation: 1. Managing end-to-end department-wide projects to address process gaps through automation. 2. Formulating, reviewing, and documenting group policies and guidelines. 3. Implementing process and system enhancements. 4. Monitoring and assessing results post-implementation through data analysis and research.
As a Product and Systems Support Section Head, you will be responsible for:
• Overall management of the unit’s operations, which includes staffing requirements, manpower productivity and development.
• Timely and complete delivery of agreed policies, procedures and SLAs to the different receiving units within and outside of the Contact Center.
• Lead/ Represent the Contact Center in various bank-wide initiatives while establishing and sustaining strong partnerships with Business Units’ Products and Systems owners.
• Enforces and reports the Business Unit’s compliance to the required lead-time for every implementation of any new or enhancement of products, services, systems or processes.
Responsibilities:
A. Process Improvement and Project Management
•Represents the Customer Contact Center as an invaluable part of bank-wide projects, and strategic business partner initiatives as well as actively takes part in the end-to-end implementation of such projects.
•Leads projects that will significantly improve the Customer Contact Center operations
•Builds and maintain strong partnerships with Product/System Owners, and Contact Center Units to plan, organize, and monitor business projects within timelines.
•Manages risk and issues and reporting and escalating project status to avoid project delays or implementation issues
•Drives benchmark studies to come up with automation and process streamlining for competitive advantage
B. Policies and Guidelines Formulation, Review and Documentation
• Ensures release of relevant documentation for Contact Center use (ie. PPC, Service Agreement, Process doc)
• Ensures compliance to legal and regulatory requirements, operating policies and procedures
• Reviews process recommendations, concept papers, project plans, PPCs, and memos referred by their officers
C. Customer Service Systems and Operations Support
• Ensures the unit has the capacity to support projects initiated by the Contact Center, business partners, and enterprise wide.
• Monitor the productivity and work performance of the unit
• Escalate and report project issues in a timely manner to avoid delays or implementation issues
• Performs assigned tasks or functions, including management-initiated engagement events or assigned by the Unit Head or Contact Center Head.
Qualifications:
- Bachelor's degree graduate preferably experiences in the Banking and Finance industry
- Highly Customer Service oriented
- Expert in people management/ leadership, coaching, negotiating and relationship building
- Strong in Quality Assurance
- Excellent communication skills (oral and written)
- Expert in risk and change Management
- Strong Problem Solving, Decision Making and Negotiation skills
The candidate must be willing to work onsite.
The Product and Systems Support section manages the department’s operational requirements to ensure readiness to serve BDO customers before any new implementation: 1. Managing end-to-end department-wide projects to address process gaps through automation. 2. Formulating, reviewing, and documenting group policies and guidelines. 3. Implementing process and system enhancements. 4. Monitoring and assessing results post-implementation through data analysis and research.
As a Product and Systems Support Section Head, you will be responsible for:
• Overall management of the unit’s operations, which includes staffing requirements, manpower productivity and development.
• Timely and complete delivery of agreed policies, procedures and SLAs to the different receiving units within and outside of the Contact Center.
• Lead/ Represent the Contact Center in various bank-wide initiatives while establishing and sustaining strong partnerships with Business Units’ Products and Systems owners.
• Enforces and reports the Business Unit’s compliance to the required lead-time for every implementation of any new or enhancement of products, services, systems or processes.
Responsibilities:
A. Process Improvement and Project Management
•Represents the Customer Contact Center as an invaluable part of bank-wide projects, and strategic business partner initiatives as well as actively takes part in the end-to-end implementation of such projects.
•Leads projects that will significantly improve the Customer Contact Center operations
•Builds and maintain strong partnerships with Product/System Owners, and Contact Center Units to plan, organize, and monitor business projects within timelines.
•Manages risk and issues and reporting and escalating project status to avoid project delays or implementation issues
•Drives benchmark studies to come up with automation and process streamlining for competitive advantage
B. Policies and Guidelines Formulation, Review and Documentation
• Ensures release of relevant documentation for Contact Center use (ie. PPC, Service Agreement, Process doc)
• Ensures compliance to legal and regulatory requirements, operating policies and procedures
• Reviews process recommendations, concept papers, project plans, PPCs, and memos referred by their officers
C. Customer Service Systems and Operations Support
• Ensures the unit has the capacity to support projects initiated by the Contact Center, business partners, and enterprise wide.
• Monitor the productivity and work performance of the unit
• Escalate and report project issues in a timely manner to avoid delays or implementation issues
• Performs assigned tasks or functions, including management-initiated engagement events or assigned by the Unit Head or Contact Center Head.
Qualifications:
- Bachelor's degree graduate preferably experiences in the Banking and Finance industry
- Highly Customer Service oriented
- Expert in people management/ leadership, coaching, negotiating and relationship building
- Strong in Quality Assurance
- Excellent communication skills (oral and written)
- Expert in risk and change Management
- Strong Problem Solving, Decision Making and Negotiation skills
The candidate must be willing to work onsite.
| Size | More than 5000 |
| Industry | Diversified Banks |
| Location | Philippines |
| Founded | 2 January 1968 |