Process and Controls Manager

Makati, National Capital Region

Posted 3 days ago

Company:: Quess Philippines Corp.
Company Description:: Quess Corp Limited (Quess) is India’s leading business services provider, leveraging our extensive domain knowledge and future-ready digital platforms to drive client productivity through outsourced solutions. We provide a host of technology-enabled staffing and managed outsourcing services across processes such as sales & marketing, customer care, after-sales service, back office operations, telecom operations, manufacturing operations, facilities and security management, HR & F&A operations, IT & mobility services, etc. Our passion for delivering exceptional services, augmented by proprietary digital platforms, has strongly established our credentials as India’s largest employer in the private sector and the biggest integrated business services provider in the country. With 550,000+ employees spread across 9 countries, we serve over 3,000 clients. We are proud to achieve this success as a 15-year old start-up. PURPOSE To build a leading institution that drives productivity for clients by outsourcing and optimising their key business processes and to be the preferred firm for employees, customers and investors alike A core value driving our business is constantly making the workforce more productive. Our business strategy is aligned with this, including training and skill development for better employability, helping job seekers easily find employment opportunities, digitising workflows, and providing social security benefits to a wider employable population. Established in 2007 and headquartered in Bengaluru, Quess today has an unmatched geographic presence and scale with more than 96 offices across India, South East Asia, North America and the Middle East, backed by technology intensity and domain specialization to create exceptional service experiences.
Contract Type:: Full Time
Experience Required:: 3 to 4 years
Education Level:: Bachelor’s Degree
Gender:: Any
Number of vacancies:: 1

Job Description

Details:
- Work onsite
- Shift: 9 AM - 4 PM
- Location: 6/F ODC International Plaza, 219 Salcedo St. Legaspi Village, Makati City 1229

Job Description:
The role holder is responsible for managing, developing and driving process documentation and process and control improvements across the Bank to help create the building blocks for operational excellence by transforming governance around procedure documentation, their updates, oversights by control and compliance units and while keeping customer experience in mind.
• Evaluate Existing Business Processes
• Create Documentation Outlining Key Process Improvements
• Manage cross functional staff for improvement and implementation of processes
• Conduct Ongoing Analyses
• Update Department Procedures and Policies
• Creates processes and integrates voice of the customer insights in them
• Drives the provision of an effective and robust process documentation training and competence scheme that enables employees to deliver processes without operational risks and which are fair to customers.
• Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
• Review any process changes as a result of product and service developments
• Performs end to end review, reengineering and streamlining of key Service delivery processes
• Work closely with Process Re-engineering Unit to deliver on well thought out end to end procedure documents
Key Accountabilities:
Strategy Development and Implementation
• Participate in key process improvement projects, e.g. rethinking/ redesigning of key customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives
• Develops a roadmap for comprehensive reevaluation and documentation of acquisition and service processes with proper controls
Change Management
• Lead the management of change through continuous improvement of processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
• Proactively identifies and provides solutions for any process with risks and issues
• Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Bank
• Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
Reporting
• Ensure that all functional reports are prepared timely and accurately and meet requirements, policies and quality standards.
• Package and present progress, next steps and challenges regarding as and when required
• Leverage central function support teams to implement the processes (Transformation, Marketing, Ops Risk etc.)