Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years, including Philippines’ Top Employer, named by Statista, and Best Bank for Diversity and Inclusion, awarded by Asiamoney.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300+ branches nationwide, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

 

 

The Role

As a Workforce Analyst, you are responsible for developing and managing forecasting and scheduling models, as well as methodologies needed for analysis, volume assessment, statistical baseline forecasts, and capacity planning

How you’ll contribute

• Analyzes the impact of volume,  Average Handling Time (AHT), and shrinkage  on the manpower requirements.
• Analyzes key performance metrics  and adjust staffing needs  as required.
• Ensures forecasting variance  (volumes)  of less than 7%.
• Operates with cost management mindset  of “best results at best if not, least cost”.
• Works across departments in the organization  and functional groups within The Center  for alignment of programs and to gain support for its implementation.
• Provides regular feedback  to the CCG Leadership Team  and Business units.
• Oversees real-time performance  of inbound, outbound, email, and backroom functions  and come up with planning strategies to protects service levels.
• Executes real-time queue management data and trend analysis in a regular basis.
• Understands and observes company policies and procedures  and ensures compliance  of the team members.
• Reports staffing needs and performance issues  impacting service levels and implement solutions  to address gaps.
• Implements work schedules  and shift changes  to ensure efficient staffing 24/7.
• Gathers and analyzes  data to understand the key volume drivers and incorporate into forecasting and planning.
• Maintains Agent hire plans  to ensure resource  availability.
• Develops and recommends  process and best practices continuously on Workforce Management  to improve overall service delivery.
• Implements projects  and provide reports  in a clear, systematic & timely manner.
• Discusses project status  regularly  with the Process Excellence team.
• Ensures integrity and consistency  in all initiatives  and allocated tasks.

What we’re looking for

• 1 – 2 years of experience in Banking, Insurance, Business Process Outsourcing/BPO
• Bachelor’s / College Degree in Banking and Finance or any related course
• Computer Literate
• Experience in using WFM tools/Systems e.g. IEX, Verint. Knowledgeable with Avaya CMS, Shoretel reporting, Erlang-C or any traffic modeling formula
• Ability to communicate effectively